Much has been talked about making the right choice of a call center vendor to be able to get the maximum out of the outsourcing process. As a prelude to reaching an optimal decision in this regard, it becomes important to understand the vital characteristics of call centers.
It should, however, be kept in mind that outsourcing does not mean surrendering accountability. Appropriate metrics should be adopted right from the start to monitor and evaluate the outsourcing process and make necessary adjustments to improve its effectiveness.
These measurement standards also can be fixed in view of the characteristics of the outsourced services. Described below are five salient features you need to understand. You can also choose call center quality assurance for your business.
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Outbound and inbound call service centers
Call centers may specialize either in making calls or in taking calls. Outbound call service centers primarily offer telemarketing services, trying to make sales to the customers or to gather customer information. Inbound call service centers, on the other hand, are devoted to customer services, taking customer calls, handling their queries or complaints, or just receiving orders. So, companies need to specify the kind of services they expect out of the call center services.
Offshore and homegrown call centers
Customer service centers may either be located right next door to your business head office or in an altogether different country. While offshore outsourcing is the most cost-effective option it may not always be the most efficient way of outsourcing.
Despite the anonymity that call service centers to cultivate, there have been instances when companies have faced massive customer backlash because of cultural issues or the very idea of being served by agents sitting in such remote destinations. Hence, it is important for companies to ascertain that service providers match up to the preferences of the company's customer base.