What is the company’s level of experience? This is vital when choosing the entity that will ultimately provide offshore call center services for your company. Even if they have not been in the business for that long, they should be able to offer some services that are standard to the industry as well as something different. Questions you need to ask are: Do you offer email and chat support services, or inquiry handling services; these questions are important in your drive to outsource.
What is the quality of their infrastructure? Any company that offers call center outsourcing services must have the necessary tools for the job. This includes the latest telephone and computer technology.
The billing process: Some companies are unscrupulous in the way in which they handle business contracts. Your call center must be upfront about all associated costs to provide the service to your business to avoid problems later on. If the company is flexible with its billing plans this is even better.
Proximity and cultural alignment: While it is widely acknowledged that call center outsourcing often involves using a company in a foreign country, there should be a way to monitor its operations to ensure value for money. Some call centers have offices in their client’s country’s as well as their home country.
Qualified agents: The agents should have a reasonable command of the English language and speak in a clear manner so as to be understood. They should also be familiar with the products or services of the companies they represent.
What is the quality of their infrastructure? Any company that offers call center outsourcing services must have the necessary tools for the job. This includes the latest telephone and computer technology.
The billing process: Some companies are unscrupulous in the way in which they handle business contracts. Your call center must be upfront about all associated costs to provide the service to your business to avoid problems later on. If the company is flexible with its billing plans this is even better.
Proximity and cultural alignment: While it is widely acknowledged that call center outsourcing often involves using a company in a foreign country, there should be a way to monitor its operations to ensure value for money. Some call centers have offices in their client’s country’s as well as their home country.
Qualified agents: The agents should have a reasonable command of the English language and speak in a clear manner so as to be understood. They should also be familiar with the products or services of the companies they represent.
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