Nowadays, the image of a brand is everything. Especially for a global consumer base that is no longer bound to the local vendors for supply of goods, it is the quality that really matters. How good the product is in terms of quality/cost and how well the customer is treated are the main selling points of any consumer good. While the first requirement can be met by the product manufacturer itself, it is the customer-facing tasks that can be tricky to handle. As most manufacturers do not have the necessary expertise to handle a customer-facing department, call center outsourcing services provide a good option.
Outsource Call Center Services but Be Aware!
With so many vendors in the market, the tasks to outsource call center services may same easy to some, however, it is not as simple. There are many factors that need to be considered before venturing into a contract with an outsourcing company. Have a look at the three most influential factors that you should BE AWARE of:
- Do not be swayed by low costs – This is probably easier said than done. As making money is the prominent thought in the mind of entrepreneurs, it is hard to not get swayed by lower costs. But, one should realize that saving money upfront does not mean that cost of operation will be low throughout the call center outsourcing services A critical error by agent or constant retraining of substandard agents to fix niggling issues may end up costing you much more than the initial cost of the contract.
- Never make reputation of a company the sole criteria – Although the reputation of a company is an important criterion, it should never be the sole criteria for selecting a vendor. There are several call center services, primarily divided into three categories – inbound call center, outbound call center and back office services. A company needs to have the necessary knowhow of each type of process to ensure proper completion of tasks. Always remember that prowess in one process does not automatically translates into another process.
- Don’t settle for substandard CRM and IVR – The role of software is very important in a call center operation. A great IVR can route the calls to the right department and at the same time solve basic queries of customers thus reducing pressure on the call handlers. And, a CRM provides a great interface for your agents to interact in a better way with the customers. It offers proactive information that can be utilized by agents to understand the exact needs of customers. By understanding the needs quickly, call center agents are able to build a good rapport with the callers and control the call flow in a better way.
Choosing call center outsourcing services can be a tricky proposition for companies that are not well-versed with the nitty-gritty of the call center process. To ensure that the process is run exactly as per requirements, it is essential to understand the impact of factors like cost, software and the niche of the outbound/ inbound call center company.
Outsourced call centers India companies like Vcare are one of the few that are exceptional in all types of outsourced call center services like inbound call center, outbound and back office.