So you’re thinking about choosing an outsourcing call center or delegating some back office services to the Philippines. But without traveling thousands of miles, how can you decide which company to partner with?
Watch this short explainer video to learn more about what critical questions you should be asking your potential partners to find out if they are the right fit for your company.
Questions to ask a potential outsource call center…
So you’re thinking about outsourcing some of your call center services to the Philippines…
But without traveling thousands of miles, how can you decide which company to partner with?
The hourly pricing charged by call centers will vary greatly for what sounds like the same services.
But there are important distinctions between these centers.
At one end of the spectrum are the mega call centers that employ thousands of people for the Fortune 500 companies of the world.
These mega centers will only take your call if you need hundreds of agents and can pay at least fifteen dollars per agent per hour.
At the other end of the spectrum are “rock bottom” call centers that promise amazing results for five to six dollars an hour.
But be careful, at best, the “rock bottom” companies are likely to have poorly trained staff and substandard infrastructure. At worst, they’ll turn out to be a few people making magic jack calls from old computers with shaky internet connections.
Or worse yet, a network of un-supervised working–from-home people, with unreliable utilities, and background noise that includes dogs, roosters, and babies.
Chances are, you’re not looking for either of these extremes.. But even among companies that appear to be real call centers who are willing to take on your account, there will be major differences.
How can you know who to choose?
You’re looking for smart agents that sound great, work hard, and stay on the job for the long term after they complete your training.
So ask your potential partner: What are doing to attract and retain the best agents? Are your salaries competitive? What benefits do you offer your employees?
You’re also looking for a company with the first rate infrastructure necessary to ensure that services are not interrupted. For reliable electric service, quality outsourcing companies will be located in an area that the electric company deems “priority.” Rolling brown-outs in non-priority areas are common.
The call center building must have an automatic backup generator, and every computer and server should be plugged into a UPS battery.
The center must have a high speed fiber optic internet connection and at least one backup internet provider.
You’ll also want to make sure the company’s office environment is comfortable, air-conditioned, well lit, and provides all the necessary amenities for an enjoyable work day.
Finally, you’ll need to ask about the equipment. How old are their computers? How secure is their network? And does every agent have a high-quality noise canceling headset?
Even if a center has qualified and motivated agents and the necessary infrastructure, make sure you’re partnering with an experienced management team you can trust. Ask for references from existing clients. Satisfied clients are usually happy to give a good recommendation.
Finally, you’ll need a company large enough that they can scale up quickly as your needs grow.
If outsourcing will save you 50% – 70% off your existing cost, it may be worth paying that extra dollar or two an hour to partner with a company that can provide the long-term quality service that will help you grow.
While outsourcing to the Philippines can improve your bottom line and increase the quality of service you provide to your customers. It can also end up being a frustrating, expensive waste of time. Choosing the right partner will make all the difference.
If you have further questions about outsourcing or would like to discuss our services and get a quote, please contact Executive Boutique today through our website, or give us call.