Management March 5, 2015 Last updated September 18th, 2018 813 Reads share

Choosing a Call Center That Is Perfect For Your Company

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You cannont deny that

Do You Need A Call Center?

There are various cases in which a call center is needed. To make things as simple as possible, whenever your customers or potential customers would frequently want to contact you via phone, both online and offline, you want to be sure that the wait time is short. It does not really matter if we are talking about first time callers or not. There won’t be any patience or waiting time that is available. Customers are now used to speedy service. If there are too many calling you and not many staff members answering, you most likely need to set up some sort of call center.

The best and simplest example is offered by an online store. Most of the customers will buy online but there are also some that will want to call as they have questions, requests or problems. It is quite common to end up faced with situations in which staff members simply answer too many phone calls and do not have time to do other jobs that are much more important for generating profit. Businesses can easily end up suffering and in many situations company managers do not understand why that happens.

Competency

Getting back on track, the first thing that you have to consider is competency. Increasing CRM is all about having operators that are knowledgeable. At the same time, you have to be sure that the managers are really good and that management is highly responsive in the event that some issues appear. That is something that a lot of companies forget about. Competency means that everyone working at the company you work with has the necessary experience to give you competent services.

Recommendations

You will need to set up a shortlist of the companies to consider. This should be done based on recommendations and the portfolio that the call center service provider has to offer. Use reviews that are written on the internet by professionals and by clients in order to make the shortlist that you need. Then, focus on recommendations made by people that you actually know since they are always going to be 100% honest.

Eventual Business Operation Customization Needs

You need to think about the needs you have at the moment. As an example, many businesses only need basic features in call centers like voice support. Others need advanced systems that can handle email, social media, chat, voicemail, fax and callbacks. Some of the service providers out there do not offer that complete package that you may need. Make sure that you consider just the companies that offer exactly what the company needs.

Cloud Based Center Or On-Premise Center?

You will inevitably have to think about this question since it is a lot more important than many believe. In the event that there is always an agent count that is suitable or there is enough knowledge to operate a call center, there is no reason why you should not opt for this. At the same time, the on-premise center is perfect for those that are worried about privacy or cloud security, which does not have a great reputation at the moment.

In the event that you are faced with agent count swings like seasonal or temporary agents, need multi site agents or you simply do not wish to operate a call center, you will want to think about the cloud based systems. The implementation necessary for call centers that are cloud based is really simple. You can end up with a call center that is running in a really short period of time, sometimes even under 48 hours.

Prices And Fees

So much can be said about this. Unfortunately, it is clear that many  companies these days will choose the call centers based on the lowest price that they find. That is not a good idea. You have to basically think about all the fees and prices that are associated with the service that will be offered.

If you notice that there is a need to make a really high first deposit, you should stay away from the firm. It is normal to ask for a deposit but when it is higher than what other companies charge, it may be due to the fact that the service offered is not that great.

Prices have to be suitable based on the needs that you have at the moment. Think about business necessities and budgets. Try to get as much as you can for the money you can invest in developing your call center.

Conclusions

The facts mentioned above are the most important ones when you choose call center services but we should add the fact that the choice will not be as easy as you may first think. Make sure that you compare as many companies as possible and that you read reviews so that you are sure that the services offered are great. At the same time, arrange meetings and read the contract you are about to sign since that is always important.

Images: “Call center operators /Shutterstock.com

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Rehan Ijaz

Rehan Ijaz

I'm Rehan Ijaz, a business graduate with specialization in Finance. I am passionate about writing articles and blogs specifically related to Business and Management. My areas of interest are strategic decision making and digital business strategy (fusion of IT strategy and Business strategy).

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