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Checklist for Selecting the Right Call Center Outsourcing Provider

by: Sidney Liquigan

Tuesday, May 28, 2019 |

Cost and quality management are both priorities for businesses. To achieve efficiency in these aspects, companies outsource call center services to capable providers. Not only does this benefit the business, but the customers as well.

But how do you know which call center outsourcing vendor is the right one? Here's a checklist of the qualities you should look for in a call center outsourcing provider, as well as factors to consider.

Technology

Choose a call center outsourcing partner that has up-to-date technology. This includes the software, hardware, and equipment they are using to cater to customers’ needs and inquiries. Make sure that their technology is capable to streamline your processes or adapt to the technology you require.

Quality Assurance

Your call center staff are your company's representatives, and therefore must uphold consistent, high-quality service. Call center outsourcing providers should have KPIs and quality assurance measures in place to make sure that the outsourced team performs well and in line with the company's mission, vision, and values.

Reporting

Partner with a call center outsourcing provider that has the reporting and analytics tools to measure your customers' satisfaction rates in relation to your outsourced team's performance. Reports can include sales and interaction levels and are sent to you at a frequency you require.

Specific Industry Experience

The vendor you will hire must have experience in the relevant industry your business is in, as well as in the industry of your target consumers. The provider with the right expertise will know who to hire as your outsourced call center staff and what skills and qualities to look for.

Pricing

The main reasons for outsourcing include maximizing productivity and minimizing costs. Your outsourcing partner should be able to achieve these for you by providing qualified and experienced call center staff at lower rates. Consider outsourcing to offshore destinations where the service and expertise you require are offered at lower labor costs. Review the proposal and contractual terms, and make sure you understand the price inclusions and what are considered extras.

Culture

Check if your potential outsourcing partner’s culture fits with your company's culture. This is key to building a good partnership. Ask for references you can call; read reviews and testimonials about the vendor; or you can also arrange a visit to the facility and talk to the management, trainers, supervisors, team leaders, and some agents as well.

Flexibility

It is important that your vendor should have the flexibility to adjust to your requirements, whether you need to outsource an entire call center or just need additional offshore staff. Their services should be scalable to meet you call volume demand.

Smooth Transition

Find out if your potential call center outsourcing provider can help you ensure a smooth and seamless transition. Know about their transition processes and how they can help make the transition easy for you.

MicroSourcing, a pioneer of managed operations outsourcing in the Philippines, makes it easy and affordable for companies to establish their own operations here in the Philippines. With the managed operations model, we provide office space, assets, and support services. We will help you pick the employees, and we manage them together. With this approach, you can tick off all the items above in the most efficient way.

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