How to Choose the Right Inbound Call Center Outsourcing Partner
By Ale Gerbe, Quality Contact Solutions
With hundreds of call centers in the US alone, how do you choose the right inbound call center outsourcing partner to work with and help support your overall business objectives? How do you begin? What questions do you ask? How can you be sure that the partner you choose can support your business needs and meet your goals? No pressure.
A great outsourcing partner will have a solid foundation that is proven. They'll have long-term clients, regularly acquire new opportunities, and choose to only work with those who fit within their organization's values. At Quality Contact Solutions, we have seven core values that guide how we behave. One of the most important of those core values is what we call 'worthwhile work'. To us, worthwhile work is choosing to work with companies our entire team would be proud to represent, and that makes the team excited to do their job the best they can each day.
Explore the following five key areas to help you find the best inbound call center outsourcing partner to achieve your goals.
Talk Through the Organizational Alignment
The first question all businesses should have in their first call with a possible partner is: "How can I make sure the inbound call center shares our vision and delivers our message correctly to our customers?" The most effective way to do so is by engaging with like-minded partners willing to engage in consistent communication and collaboration.
Both parties need to understand that the business and call center share one common goal, your success. We pride ourselves on being client-minded first. We take time to carefully understand your culture, customer base, mission, and vision for the inbound centers. Using that information, we tailor our inbound call center team to embody your values through their customer interactions.
Look for the Technological Package
Ok, now that you are aligned on the mission and values, the next step is to look through the tools your possible partner has available to make sure the inbound team can handle your customers' needs. One of the extraordinary qualities that QCS offers is the customizability of our technology. An inbound call center is not complete without proper queue management, administration of call flow, and leverage tools like skill-based and bull's eye routing. Efficiency is critical, and you need to track and control your call flow in real-time. Never be afraid of asking outsourcing companies for tools and technology that will increase call center efficiency and remove tasks off your ever-growing to-do list.
Keep Data in Mind
Tools are not very helpful without the export of actionable and precise data. You need to ask your new partner for clear and concise information and data analysis from the inbound call center's performance. For example, QCS provides all our clients with access to a Tableau report that allows you to have a detailed daily performance view and a summarized chart reflecting weekly and monthly data. This is particularly important to create a proper analysis call center's impact on your KPIs and ROI.
Ask about Workforce Management & Quality Assurance
Your technology and vision can only be as good as your agents. You should be able to trust your outsourced center to have a robust quality assurance team. They need to have the proper training and day-to-day coaching to monitor their calls and provide real-time feedback. When outsourcing an inbound call center, you need to rely on your partner to provide "customer first" minded feedback. Also, the secret to effective workforce management is leveraging proper predictive tools. Forecasting inbound call flow correctly guarantees that staff is optimized and scheduled correctly.
Consider Location, Location, Location
The contact center world is constantly changing. More companies are looking for remote employees, which has opened many possibilities to improve staffing and productivity. Now, a call center can have employees from all over the US available to handle customer service calls. A call center can adjust hours of operations to cater to your clients throughout the country. Having an outsourced inbound center with a remote workforce creates effective redundancy to protect you in an emergency or natural disaster.
At the end of the day, if you keep the five keys for finding the best inbound call center outsourcing partner top of mind when meeting with potential partners, you can be confident that you've made the right decision.