If you read my earlier post, you have a basic understanding of the information you need to gather to start your search for an outsourced call center provider. Now let’s think about some of qualities you should look for when selecting the right outsourcer.
Let’s first discuss call type. What are the majority of the calls you are looking to outsource? Inbound, outbound, or both? This is important as the call center software needed to handle certain call types can differ. We will drill down further. If you are outsourcing inbound calls, are these primarily sales or customer support? This is important because the typical profile for a sales agent is different from the profile for an agent taking a more complex customer support call.
Once you have a clearer understanding of your primary call type, you can start to narrow down some additional requirements. For our purposes, we will assume you are looking to outsource your customer service calls. Is this a call you are currently taking in-house, and do you have a training program already developed for the staff you have? Do you have a knowledge base to help your agents handle these calls? Will you be able to make both the training and the knowledge base available to the outsourced call center provider?
Are the calls you take today primarily in English or do you have additional language requirements? If yes, do you have an idea of the call volume and languages associated with these calls? Having this information will help the outsourcer estimate the proper level of staffing.
What software systems do you use to handle your calls? Do you have a CRM? Do you intend for the outsourcer to also use your CRM and if yes, do you need to obtain additional seat licenses? Will you need to restrict certain data fields from the outsourcer? Do you use a ticketing or help desk system?
How do you intend to handle customer support escalations? Should those calls be transferred back to your internal team? What is the procedure for after-hours escalations?
Now you are armed with a better understanding of your basic outsourcing needs. For our next post, I will walk you through a series of questions you should ask your outsourcing provider to ensure they are the right fit and to help you both align your goals for a successful partnership.
By: Tracy Thompson
