With digital transformation, businesses are becoming customer-centric, making call centers – a key to business success. Call centers need to be business-focused, standardized, technologically advanced, and scalable. Providing superior call center services needs a combination of expertise, infrastructure and constant modernization, which may not be effectively addressed by in-house teams. This blog will help you understand the top factors to consider when embarking on the search for a new call center for your business.
Global Reach
The location of your call center from where are the agents work and your company headquarters, are the first few important things you should consider. Will the call center be handling calls only from the United States or around the globe? Are there universities close to your call center from where you may attract the best talent?
Languages Supported
If your company has an international audience, you will want to partner with a contact center that has multi-lingual agents with neutral accent. If you need a multilingual service, be certain to ask which languages the call center supports. Sometimes special languages will cost you extra dollars.
Inbound and Outbound Call Center Services
Modern call centers these days can handle both inbound and outbound services. Traditionally contact centers were regarded as a tool to uphold existing customer relationships, but now call centers can expand your customer base, forge new relationships and bring in more revenue.
But not every company wants both inbound and outbound services. Based on your marketing and sales requirements, ask your vendor which all inbound and outbound services it offers.
Size and Expansion Scope
The size of your business has a direct influence on the size of the call center you should choose. Selecting a call center that is too small will directly impact your customer service, whereas picking a vendor that is too large will cost you much more. This is why it’s very important that you make sure the size of the call center fits the size of your company. If you are planning to grow your business, make sure that the call center you hand-pick can accommodate your future growth and expansion needs.
Training
Understand how inclusive is their training program? How efficient the agents are? Well-trained and fluent agents are crucial to a call center’s performance and deprived of a strong training program they might not be able to adapt to your business needs.
Call Center Technology and Security
Assess what technologies your vendor can provide that meet your business needs. Make sure all your security requirements are met. Understand if they are willing to add more technologies in the future based on your requirements.
Cost
It is important that you elect the call center with the highest performance at the lowest rate. Get pricing including taxes from all the competing vendors for evaluation.
About Markable Solutions
Markable Solutions covers 24/7 customer support, engagement and business process solutions across the entire customer lifecycle. Markable Solutions has over 150 Customer Support Agents with dedicated desks for parallel operations at any time. Their CSS team is broadly trained on telemarketing, customer service, phone etiquette, and accent neutralization. Their futuristic call centers are equipped with sophisticated telecommunication systems, 100% recording systems, routers, switches, firewalls, power back up/UPS, auto back of critical business data, centralized monitoring systems and security systems for continual operations. For more information email at info@markablesolutions.com or request for information.