What can you do to manage all the important endeavors of your business like monitoring new orders, addressing client complaints, handling telephone sales, and so on?The most efficient way of doing all these business tasks, from product sales to customer services and even finding a new donor or conducting market research surveys, is to outsource. Over the past decades, many successful business organizations have attributed their achievements through excellent customer services provided by reputable BPOs or Business Process Outsourcing. However, with the long list of various providers of outsourced contact center services these days, it could be quite challenging to find the right one for your organization.
Here are vital things you should consider when looking to outsource your organization’s call center inbound or outbound needs.Having great people is a key factor in determining the success in any kind of organization. Look for a provider that uses a home-based-agent model. Why?As opposed to a traditional “brick and mortar” contact center, home-based agents are usually composed of work-at-home moms or retired sea changers between 35-55 years old, with tertiary level education and good if not excellent sales experience. This simply means using such an employment model enables the provider to hire more qualified, mature, stable and motivated people, which translate directly in to favorable clients results.
Along with great people, powerful technology is another essential factor you should check in your preferred provider.Make sure your chosen provider uses a powerful contact center technology platform that’s been proven successful by various organizations. Check that their technology allows you to access all aspects of the work done such as the ability to listen in to agents live, search and access all call recordings online, secure data storage, SFTP transfer with PCI compliance, run real-time performance, and even check return on investment reports.