ADVICE FROM INDUSTRY EXPERTS
Why Outsource Call Center Services?
A good call center has the equipment and training to easily handle nearly any difficult job. They can provide answering services, help desk support, customer support, appointment setting, order taking services and credit card processing and more. Unlike most businesses these companies never close and your customers receive the support they need 24 hours a day, 7 days a week and holidays. They handle all the training and generally will have multiple language support. Additionally you can save on the cost of equipment, payroll and office space needed to support the types of services.
Common Questions To Ask Each Vendor:
– How do you charge for your services?
– What services are included? What is not included?
– How are your employees hired and what qualifications do you require?
– Will my callers be placed on hold, if so, how often and for how long?
– Am I required to sign a contract, and if so, what are the terms?
– Are there and early termination fees?
– Is there a set up fee?
– What happens if you have a power outage?
– Do you have a back up generator or other offices to field calls?
– Do you record calls, and if so how long do you keep them?
Do’s and Don’ts When Hiring Outsourced Call Center Service or Help Desk Support:
DO make sure to choose a vendor that understands your business and can meet all of your needs. The right company should have experience in your industry and understand your customers.
DO check to see if there are any complaints on file with the BBB – before locking into any agreement.
DO make sure the customer service company is collecting and analyzing data for way make your campaign more successful and more profitable.
DO write your own script and ask the contact center to write a script as well. Carefully consider the experience of the call centers and ask questions. Make sure to test results each and every time a change is made.
DO find out how long the vendor has been in business and how many employees they have. This is especially important to businesses needing telephone answering services, message service, customer support, help desk support or anyone needing support for high volume calls or after hours customer support or answering services.
DO ask the vendor if they offer a free trial period.
DON’T select a service by price alone. Many contact centers may offer cheap call center services but you will likely end up getting what you paid for. Cheaper prices often mean missed calls due to under-staffing, low quality employees, out of date technology, callers placed on hold for long periods of time, little or no back up resources and more.
DON’T be quick to sign a long term contract especially when you have not been given the opportunity to test a service in advance.
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