Have you decided to outsource your call centre operations to a third party service provider? Well, it is a big decision and you need to select the call centre service provider with proper care. Those who speak with your customers on daily basis are the ones who represent your business and are ultimately the face of your company. To maintain your business reputation in the evolving marketplace, it is critical to choose a vendor that has expertise and years of experience in delivering quality services. Thus, you should choose a partner that work positively with your business and can help you to enhance your business bottom line.
If you want to know which outsourced call centre is right for you, then it is the time to do some research to get the top-class services. Here are 5 things to count upon while choosing a BPO to team up with:
Reporting and visibility: It is important to know what kind of reporting and monitoring features does your call centre software provide. Do you monitor your incoming customer calls in the real-time to assess the performance of your staff? And what if one of your executives needs help in the real-time to resolve customers’ issues? Can you see the real-time reports of your customer service, number of calls in queue, etc.? Can you customise these reports to show metrics that are relevant to your business specialisation? Do you have the ability to drop into a live call if necessary? The software used in the call centre should provide access to all your call centre performance data with an internet connection, no matter whether it is daytime or night.This is very crucial to control all your call centre operations.You cannot afford to lose visibility into the mission-critical data.
Capability of the service provider:It is indubitable that your standard of delivering services is high, but what about the service quality standards of your BPO service provider? You can determine what standard of customer services they deliver by the way they interact with you. Are they provide responsive services? Are they willing to take time and set up a system that works fine for you? Do they return your calls and emails quickly? Moreover, are the call centre agents able to provide references to other customers? These are certain things which you need to know in advance to avail the best customer services.
Call centre structural flexibility:One of the major things which you need to consider while partnering up with a call centre service provider is its flexibility and ability to customise their business structure according to your business requirements. For example, your call centre might require two tiers–the first tier to handle transactional inquiries, and the second tier for more complex and new types of customer queries. While some other companies need a third tier to deal with customer escalation issues. In this scenario, you might be comfortable to outsource tier 1 and tier 2 to the outsourced company, but you probably want to keep the tier3 internal.Does the call centre you chosen provide structural flexibility that way you want it? How will you manage the call routing and transfers between tiers to ensure that customer experience is not get interrupted?
Ability to scale: There is no denying the fact that every company is projecting growth in the future. Due to this reason, most of the companies prefer outsourcing services. As you can no longer to look into the time-consuming business tasks in-house, this is why you are opting outsourced services. Probably, there is chances your business experience overflow of calls during the seasonal time. If this is the reason, you need a reliable call centre service provider that has the ability to scale quickly to support seasonal spikes in business to deliver flawless customer services.
Application integration facility: It is important to check whether you BPO’s call centre software integrate smoothly with other common business applications. Crucial customer data is often stored in CRM. By seamlessly integrating your call centre software with your business applications, agents gain enhanced accessibility to the customer information along with the easy to use features of call centre software. This helps in delivering personalised customer support services which in turn boost your business performance.
All these are the important things which you need to count upon while selecting the right call centre service provider.