Choosing the right contact center vendor is a giant leap to reach towards the goal for every company. Therefore, companies must analyze multiple parameters of a call center firm ensure that project is not ruined due to selection of an incompetent vendor.
Let’s analyze different factors that help in choosing the most appropriate vendor for your company’s project.
Category of Processes
This is the very basic step of choosing an outsourcing vendor. If you want to outsource an inbound process, make sure that the vendor has suitable amount of experience in this category of call center process. If you choose a vendor that has only experience in outbound processes, it may result in poor quality of results due to lack of experience.
If the customer support agents leave the vendor’s company frequently, then there are less of chances that same set of agents will be handling your end-customers. The new set of customers may not be as knowledgeable as the earlier ones due to which interaction quality with customers may be compromised. Therefore, select a company, which has low rate of agent turnover.
Ability to Expand
The Good Outsourcing Partner not only provides the services as per the present needs, but also guarantees to meet the future requirements of the clients. Therefore, you must choose a firm which has adequate infrastructure to meet your demands when you plan to expand your business.
Transparency in Process
Lack of transparency is the biggest faced by companies that outsource their call center activities. You must choose the vendor that allows you to participate in preparation of training modules and schedules so that agents are ready to handle the customers as per your guidelines.
Offering reports on regular basis related to performance of agents and other factors of the project is another dimension of transparency related to outsourcing. Make sure that vendor will be able to deliver reports on daily or weekly basis. Some vendors even provide reporting software through which you can directly check the reports regularly.
Level of Expertise of the Team
It is the right set of people that helps in presenting a positive image of the brand to the end-customers. Therefore, you must make sure that the customer support representatives working with the vendor have right blend of experience and communication skills. You can also analyze training methods to know how seriously a vendor puts its efforts on a project.
Quality Management Efforts
Ensuring long-term efficiency in a project comes through the implementation of methods that are designed to keep a check on the quality of the process. A properly designed quality assurance process in a call center ensures that performance of the agents doesn’t go below the set standards. Therefore, you must choose vendor that keeps a regular check on agents through monitoring of calls along with implementation of all important metrics.
Security and Disaster Recovery
A good outsourcing partner understands the importance of proper security at different levels. You must finalize a call center that offers physical security and IT security to ensure that your data remains secure after outsourcing.
A call center that operates on a large scale has multiple delivery centers across the world. It ensures that process runs uninterruptedly even if a disaster hits a specific center. In case of man-made or natural disaster, the call center will be able to shift the process immediately to another location. Therefore, choose a vendor with effective disaster recovery plans.
It is necessary to examine if the service provider has adequate technological resources for operating the processes smoothly. Major resources to consider include IP phones, advanced CRM systems, reporting software, suitable headphones, workforce management software and IVR development facilities etc.
Vcare Call Center is one such renowned vendor, which is inclined to offer success-oriented solution to its clients. Mr. Sandip Mehra, CEO of Vcare, believes that recruitment and effective training of agents are the primary steps in delivering world class services to the esteemed clients.
During different stages of employees’ tenure, Vcare focuses on identifying the agents with leadership qualities so that they can be nurtured to offer finest services to the clients.
- Vishal Parashar