Finding a new provider to handle your call center outsourcing service is kind of like being at a grocery store looking for that new barbecue sauce to find yourself staring at 75 choices and no way to taste them. So what do you do?
Part of your decision to go offshore will involve interviewing potential providers. You may have already started this process and heard, yes, yes, yes, yes, yes. Either everyone of these centers is amazing and can do everything and anything you ask or they are good at blowing smoke. So what do you do to cut through the BS and find some truth?
One question you will need answered is whether or not this provider can handle the process that you have presented to them. Be careful if they answer 'yes' to every question. Maybe they can but remember not every call center is suitable for every process. Some may have strengths providing technical support, some maybe better at non-voice, and some may be better for customer service support where voice quality is key. You have to assess whether the person on the other end of the phone is so hungry for your business, they will say yes to everything and anything. It is the call center that says "no" that I have more respect for.
The fact is, that in spite of wanting your business they said no out of respect to you, your business, and out of principle. Find the call center that has a very good reputation and don't be afraid to ask for references. A provider with a good reputation will only take on a campaign they feel they can excel at and deliver exactly as the client desires. Failure to do that tarnishes their image. It is this strict adherence to these principles that you are looking for. Finding the right call center can sometimes feel like picking the six lucky numbers for the lottery. Daunting to say the least!
So if you are set on moving offshore and outsourcing or strongly considering it, remember this, you can find great talent offshore whether it be voice, non-voice, or customer service requiring excellent English speaking agents. This talent can provide you with the quality, production, and cost savings of over 60% compared to onshore options. The key is to request work samples, references, and voice files of the agents working in the call center you are considering and listen to them yourself. If it is call center agents answering calls for your company you seek, ask yourself an honest question, "How would I feel if I talked with this agent?" The key is to find a call center that is emphatic about hiring only the best speaking agents. Insist on quality! Your success is dependent on it.
