In order for a call center service to deliver the highest level of support and service, the agents and managers working within must have access to the right tools and technology. If you are in the market for an outsourced call center solution, one of the most important things to consider is what features and functionality each bring to the table. Not sure where to start? Here are a few key questions that should help you choose the best option in call center outsourcing.
Does the call center provide real-time current status wallboard (such as SLA or queue volumes) by remote access?
It can be extremely helpful, especially in the case of an outsourced call center solution, to be able to see how many agents are available and what the current call volume is. Ideally, this would involve an online “wallboard” that can provide this type of insight in real-time. This can help you to determine if the current set up you have is adequate or if it might be time to scale up or down. This article will also help you in determining how today’s call customer service should be operating.
Does the call center have systems/equipment for supervisors to manage and control the performance (such as call quality) simultaneously?
Most contact center agents try their absolute hardest to meet or exceed SLAs, but occasionally there are instances in which coaching might be warranted. When managers can accurately measure things like call quality, average hold time, average handle time, etc. they can focus on optimizing staff performance, which means better support and service for your customers.
In this case, you need more manpower, which is only possible if you put up a back office or call customer service in developing countries. It will not only let you invest less money but will also provide you more benefits regarding customer satisfaction.
Do the call center services have remote access for real-time monitoring and auditing?
What about when a manager is not located in the same facility as the agent? For instance, Callnovo offers the option of hiring remote agents who work from their own homes as a way to make outsourced call center services more affordable.
You’ll want to make sure the solution you choose includes technology that facilitates real-time monitoring regardless of where the agent is physically located. That is one of the main things to see in call center outsourcing.
Does the call center service have full reporting ability to generate every aspect of call center history performance?
Such as Average Answering Speed, Hourly SLA, Average Handle Time, Utilization Rate, Occupancy Rate, etc.?
Reporting is important for measuring, tracking and optimizing call center outsourcing. It is because whenever you are outsourcing any important department of your company, it is mandatory that you give all the relative information regarding their work.
For example, if you are a company based in New York and your call center service is outsourced in Malaysia, you need to give them information on which type of customers, they will have to deal with, which is the best time to call. How to give them assistance, what are the current conditions in New York and so on?
It’s also important for forecasting future need and identifying areas where coaching and improvements can and should be made. When you enlist the help of an outsourced call center, you’ll want to make sure that you will be able to get robust reports so that you too can measure performance accordingly. Full transparency is the key to call center service.
What about technology from the customer’s standpoint?
Internal technology isn’t the only thing to consider. It’s also important to find a contact center solution that offers quality client-facing technology as well for optimum user experience. For instance, look for the ability to deliver seamless real-time chat or instant messaging support. Call customer service also provides instant guidance and help to the respective customers.
To make call center service, a more gullible point for you, let us have a look at some big companies in the USA, who are successfully outsourcing their customer service in other countries. This article will also highlight their top features and some of the call center trends in 2019 so that it becomes easy for you to decide how you are going to choose your services.
Examples of Top Companies In Call Center Outsourcing
Today’s call center service needs to be more updated with the digital advancements than any other aspect because, it is obvious that most of the customers nowadays, look forward to getting the queries solved through a digital medium.
Go4customer is one of the epitomes of call center outsourcing because they have revolutionized customer services in many ways such as:
- They are now providing customer data for email marketing, helping in lead generation and offering a regular database on customer satisfaction.
- Their call customer service is verified by a third party, customer retention and also on telemarketing strategies.
- The agents in India are organized and learned in giving call center service to all the customers inquiring in various languages. They also provide efficient service within 224 hours of inquiry and give availability off services 24/7.
- Their call center outsourcing team is also efficient in presenting precede data-entry for the hassle-free, faster and cost-effective task. Not only that, they are very particular about data security and give higher priority to customer privacy.
- Their work is totally digital so that their record and data management is organized and easily accessible to all the admins and other concerned members of the company. They also keep themselves updated with various digital processes and look forward to enhancing their call customer service.
These are not only the main features of go4customers, but these are also the current trends of call center service that decides whether your vendor is really profitable for you or not. Now choosing the right option is totally your call.
Leave a comment in the comment section below to let us know about your feedback on the top features a company owner should look for in a call center service vendor.
Mashum Mollah is a tech entrepreneur by profession and passionate blogger by heart. He is on a mission to help small businesses grow online. He shares his journey, insights and experiences in this blog. If you are an entrepreneur, digital marketing professional, or simply an info-holic, then this blog is for you. Follow him on Instagram, Twitter & LinkedIn