Outsourcing to a call center is very important for companies who want their customer service to excel. It is difficult to find a Philippine call center that can get the job done. However, the right contact center has leverage to a company and its brand management. Here are answers to common questions prior outsourcing to an offshore center.
Will hiring a call center make my company any better?
An outsourced inbound or outbound call center team becomes the front-liners to a company’s customer service department. As they become the POC or person in contact for inquiries, the outsourced call center can set the impression desired. Call center agents have the advantage of gathering customer data which they can use to provide accurate solutions to their problems. Information from surveys such as preferred social media site, consumer trends or product comments and suggestions can go a long way to make the company better.
By knowing the clients preference, managers are able to modify, improve and even discontinue the service and product accordingly to what the customers want. The data gathered by the agents should be generated daily for reporting. It is better for these reports to be given frequently in order to maintain excellent customer service.
With all the call centers everywhere, how do I choose the right one?
Prior to hiring a call center, it is important to do an extensive research about all the possible center options. Look into detail their track records and how they manage and deliver their campaigns. Set a meeting with the managers and ask for a thorough rundown of how the day-to-day operations work. Do not forget to ask for actual office pictures. In most cases, a home based call center is not the best option, look for a real outsourcing firm located in a business district and see to it that their goals match yours.
Schedule a visit to the call center facility and observe how the employees work. A good outsourcing firm is able to establish good communication between the client and call center all the
I will be away most of the time, how do I make sure the outsourced job is done right?
Working with a team abroad could be daunting, but if you manage them properly, operations will run smoothly. Remember to set expectations and goals so employees will know where they stand. Take responsibility and ensure effective communication between the client and center at all times. Provide training materials and recruitment standards to ensure that only the most suitable employees get hired for your campaign. Supervise the offshore office as you would a team locally.
Effective collaboration can lead to a successful campaign. Choose an outsourcing company wisely.