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5 Questions to Ask When Outsourcing Your Call Center

5 Questions to Ask When Outsourcing Your Call Center

These five questions to ask when outsourcing your call center give you the basis for an informative conversation with any prospective agency. If you don’t like the answers they give you, it’s time to seek another company to help your business succeed in customer service. How Do You Measure Performance? Measuring success through clear metrics that transparently show wins and areas for improvement is crucial for a successful relationship with your company’s call center. Can you track data in real-time? Does the call center assign a point person to help you understand the data? A company that isn’t willing to invest the time in guiding you through their point-by-point plan to drive engagement and complete more calls with satisfied customers isn’t worth the dollar investment. Get a Personal Dashboard: A log-in area where you can view the unvarnished performance metrics is mandatory. Going with an outsourced call center like Novasors gives you access to monthly reporting and deep analysis of how the company is actually serving your customers. Can You Tell Us About Your Technology? Outdated call center tech causes more headaches on the customer side than it saves you in cost. Ask the call center to describe their platforms, including the last time they updated software, the strength of their communication lines, and how quiet the offices are during work hours. Dropped calls lead to angry tweets that can easily amplify across other social networks, dragging your company’s good name down in the process. How Secure Is Your Data? Data breaches lead to front-page headlines on major news outlets and no shortage of lawsuits from affected customers. Just...

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