Quora is a fascinating website that is part education platform, part newsfeed, part social experiment. A few days a week I will take time to visit the site, learn something new and possibly answer a few questions.
Frequently I am asked to answer questions about call centers and outsourcing. The question I answer most is some version of this: “What is a good call center to take calls for my business?”
I thought I would tackle the subject here with some tips on how to choose a call center outsourcing partner.
Selecting a call center outsourcing partner is like buying shoes. You need to understand your end-goal so you can select the proper partner. Call center outsourcers come in all shapes and sizes. It is important to find a call center that is the right fit for your needs and goals. Some are strictly inbound customer care, some specialize in inbound sales, others are outbound collections, there are those who only do Tier ll technical support. If you are looking for a call center partner to assist you with customer care for your cable television subscribers, selecting a call center that specializes in outbound debt collection is not your best choice. You will be trying to run a marathon in cowboy boots.
One of your first steps when narrowing the choices for the right call center partner is to create a list of your current needs and the problem you are trying to solve.
With these basic questions answered, you are well on your way to finding the right partner.
by: Tracy Thompson