Things to do when selecting an outsourcing partner
Outsourcing the call handling aspect of your customer service is not a decision that should be taken lightly, and naturally it is vital to select an outsourcing partner who is suitable for your business. Just as you would with any other supplier it is important that you get to know your new partner well as they will be acting as an extension of your own company, and representing your business when speaking to new and existing customers.
If you have not used a call centre before, then selecting one may be a daunting process – how do you know you will be getting what you’re paying for, or expecting? Which elements of service are essential, and which can you afford to go without? With this process in mind, Rocket has developed this brief guide of things you should bear in mind when selecting your potential outsourcing partner.
1) Visiting their premises
If you are thinking of using a call centre for telemarketing or inbound call handling, I cannot stress enough how important it is to visit their premises and meet the people who will be acting in many instances as a first point of contact for your business. Unless a call centre has the proper infrastructure to support your needs in terms of staff, technology and telephony, you may find yourself being let down by an unreliable or simply inadequate service. If you cannot attend the offices in person then be sure to request a web demonstration so that you can view the company’s scripting capabilities. If a company hesitates to offer you a personal meeting and/or web demonstration you may want to consider why that is, as most reputable contact centres will be proud to demonstrate their staff and infrastructure.
2) Call recording facility
The next point to consider is whether or not the company in question has a sophisticated and reliable call recording facility, and if so whether or not it adheres to industry regulations. Most call centres will record each and every call that is taken, partly for quality and training purposes but primarily for your protection. In the event that a customer should raise a complaint with your business it is absolutely vital to have a recording of that initial contact, in order to avoid any disputes.
3) Experience and reputation
Another point to bear in mind is, how much experience does your potential new partner have in the telecommunications industry? Do they have the experience required to enable them to meet your needs with the proper expertise? Rocket UK boasts 13 years of experience, but not all call centres have been around for so long. If they haven’t, be thorough and make sure that they have the knowledge and technology that you would expect. If they haven’t been able to build up a good reputation and establish a strong customer base yet, do be careful – this makes that first point about visiting their premises even more important!
4) Customer testimonials
Customer testimonials are a great way of knowing what your company can expect from your new business partner. They should give you an idea of how well a customer’s brief was met by the call centre, and what sort of benefit their business enjoyed as a result. Most call centres will have their customer testimonials displayed on their website, but if not they should always be available on request. If a call centre declines to provide any references this is definitely a warning sign – it may be that they do not have the industry experience required to support your business, or they may have problems with customer retention due to issues with their service. Again, this is another good reason to visit their actual premises and make sure that you’ll definitely be getting what you’re paying for.
Individual call handling requirements vary greatly between different clients, but the above four points are important for any kind of call centre outsourcing you may consider. Outsourcing your calls can be a greatly beneficial experience for many businesses which can enhance your brand and give you peace of mind that your customers are receiving first class service every time. However without the correct infrastructure and training in place you may not get the service you were expecting, so it’s always worth making sure that you are dealing with an experienced and reputable telecommunications company.
Should you ever require more specific or in-depth advice about the outsourcing process, please don’t hesitate to e-mail us and we’ll be glad to help you.
