How to Find the Right Call Center for Your Business

So, you’ve decided to outsource your telemarketing to a call center.

The first thing that you need to know before you even start the process of picking a center is that call centers do not need to be geographically close to serve its clients. Sure, proximity might have its benefits, but a good call center is structured to be able to serve clients locally, nationally and internationally.

There are lots of factors to consider when you are looking at how to find the right call center in the United States.

Centers in Chicago, New York, or Los Angeles often require evaluating these four factors:

· Call center technology

· Services

· Training

· Culture

The best call centers have built their business with people like you in mind and all of these factors are important in order for them to deliver the best possible services to you and your company.

Pay Attention to Call Center Technology

Call center technology is a critical part of being able to handle client needs nationwide. Call centers are built to handle multiple clients at the same time. This requires the ability to handle a large inbound and outbound call volume. Things like dialing technology, IVR systems, reporting, network infrastructure and compliance should all be taken into consideration as you are choosing your call center.

Questions you can ask:

1. What kind of technology does your call center use?
2. What is inbound/outbound call blending?
3. Does your system provide inbound/outbound call blending?

Consider the Services

It’s always good to know a call center’s capabilities, in case there is a service they offer that you may want but weren’t aware of.

Make sure you understand the various call center services available to you, and that the call center will be able to accommodate your needs.

If you are looking to expand your customer base, you probably need some form of outbound telemarketing. If you are experiencing a high inbound call volume then you should be looking for a call center that has inbound telemarketing capabilities.

Questions you can ask:

1. What different services does your call center offer?
2. Which services would you recommend for my company when (insert service here) is what we are trying to accomplish?
3. Does your company offer inbound AND outbound marketing?

Employee Training

Remember that the call center that you choose is going to become an extension of your business and will be making lasting impressions with your customers. It is important that they have had proper professional training and are also educated about your brand. Agents need to be able to answer as many questions about your brand as possible.

Questions you can ask:

1. Does your call center treat training as a continuous process?
2. How do you train your employees?
3. Are agents being provided constant coaching, feedback and skills related to performance?

Culture is Everything

A company’s culture will dictate what they do and how they behave in certain instances. This is hugely important because call centers need to learn every aspect of your businesses, and communicate with your customer base.

Make sure that the call center that you choose values your clients’ business and takes the time to truly learn about it. This means involving you in the training, and learning every aspect of what you do.

Questions you can ask:

1. How do I know that your call center can align with my brand?
2. How are you sure that your agents are following procedures and company policies?
3. How do you hold employees accountable?
4. How do you motivate your employees so that they deliver exceptional results?

Taking It All In

All of these factors are important when it comes to finding the right call center so make sure that you do your homework. Let us know if you are looking for the right call center for you.