Questions You Must Ask When Outsourcing Call Center Services 

Counting on a call center is nowadays a “must-have” for businesses in the different sectors These include, hospitality, e-commerce, education, health, and construction to mention just a few. 

Some companies still prefer to start their in-site call center to transform their business growth. They make this choice despite the high costs of infrastructure and technology and all the hassle of recruiting and training their staff. Yet, the rising trend is to outsource because of the many benefits it brings. 

Outsourcing a call center can dramatically change your business by improving your customer service and operations efficiency. But selecting the right partner is crucial and you have to do your homework. 

Delegating customer support to a business service provider will let you focus on the core competencies of your business. Besides, by outsourcing you will access a pool of experienced call center representatives and technicians, and the most advanced technologies.

Moreover, you will be able to offer 24/7 contact center services which will increase customer satisfaction and have happy recurring clients.

Finally, and of utmost importance, most service providers hire trained representatives from regions with lower labor costs. This is reflected in their convenient prices. You will be simultaneously reducing your costs and increasing your revenues. Aren’t these reasons more than enough to opt for outsourcing? 

By business process outsourcing (BPO) your business will benefit from all these advantages, without you having to make upfront investments. Therefore, you need to make an informed decision. 

To help you in making a wise choice, we will share with you the key questions to ask potential call center providers.

What Are Your Customer Service Goals?

First, you need to clearly identify your customer service objectives. Make yourself a list of your goals and expectations, and communicate them to your potential service provider. For example:

• Do you aim to improve response times? 
• Do you want to boost customer satisfaction?  
• Do you expect to increase sales conversions? 
• Will you want support through various channels such as phone, email, or social media?
• Do you need a flexible service that adapts to the fluctuations in demand?

Clarifying your goals will help you find a call center aligned with your expectations and that can deliver the results you expect.

What Is the Call Center’s Experience in Your Industry?

Industry expertise is vital. Ask about the call center's experience in your specific sector. A provider familiar with your industry will understand its unique challenges and customer expectations.

At Virtudesk, our virtual assistants and call center representatives receive intensive training to meet the specific needs of various industries. We make sure they align with your industry standards and your business's unique requirements, values, and goals.

What Call Services Do You Offer?

One of your starting points should be understanding to a full extent the scope of services your potential service provider offers. Inquire about the specific services the call center provides, such as inbound support, outbound telemarketing, appointment scheduling, and customer support.

Take a look at our comprehensive call center services which were designed having our clients' needs in mind. Whether you require customer support, telemarketing, inbound call center services, outbound call center tasks, or appointment setting, at Virtudesk we've got you covered.

What Are the Working Hours?

Flexibility has a significant impact on customer service effectiveness and client satisfaction. When your clients’ have inquiries, or need to solve any issues, they won’t be willing to wait till the next day. Assisting your clients only during work hours is not enough.  Ask if the call center offers flexible working hours, including options for 24/7 support.

With Virtudesk’s 24/7 contact center support, your customers will receive the assistance they need whenever they need it.

How Does the Call Center Handle Quality Assurance?

Quality assurance is key to maintaining high service standards. Explore the systems in place to monitor and maintain quality. A reliable call center should offer regular performance reports and use tracking and monitoring tools to grant a top-notch service.

At Virtudesk, we use Timedly, our exclusive time-tracking tool, to manage productivity and accountability. This is a crucial tool to deliver consistent, high-quality service, and detect improvement areas, if any.

What Key Performance Indicators (KPIs) Do You Use to Measure Success?

Key Performance Indicators (KPIs) provide measurable insights into the performance of a company or team. They demonstrate whether the company or individuals are achieving the business goals or not. Discuss the KPIs tracked by the call center. Some common KPIs in call centers are:

• Average response time, also known as service level
• Average handle time (AHT)
• Customer satisfaction scores (CSAT)
• Call resolution rates
• First call resolution  

The study "A Review of Call Center Measurements" by the Nova Southeastern University, Fort Lauderdale, FL,  concludes that improving customer satisfaction should be a priority. It proved the importance of using metrics that align with customer needs, rather than simply operational efficiency, enhancing overall call center effectiveness.

At Virtudesk, you will count on an account manager to assist during your assigned staff during onboarding and training. Your dedicated account manager will also submit regular reports on key metrics, ensuring you stay informed about your team’s performance and continuous improvement.

What Technology Does the Call Center Use?

Modern technology enhances efficiency, ensures you never miss a call, and enables quality real-time communication without disruptions. So, ask about the tools and software the call center employs, including communication platforms, call routing systems, and reporting tools.

At Virtudesk we use only cutting-edge technology such as:

• Tymbl Power Dialer, a dialer that maximizes productivity by rapidly reaching hundreds of people without the need for a 3^rd party VoIP account, sends and receives SMS messages, and allows you to pick your own US or Canadian phone number.
• Timedly, the most effective solution to monitor and manage both your virtual assistants and in-office employees

What Is the Call Center’s Data Security Protocol?

The best protection of your customers' sensitive data is non-negotiable. Inquire about the call center's data security measures, including compliance with regulations and encryption technologies.

At Virtudesk, we make data security a priority and implement the most rigorous protocols to safeguard your and your clients' information. We strictly comply with all relevant regulations to ensure your data remains confidential and secure.

What Are the Call Center’s Pricing Structures and Packages?

Understanding the pricing is essential. You need to know how much you will be paying to avoid hidden costs or unexpected expenses. Discuss different pricing models, such as per-minute, per-agent, or ask for customized solutions.

Take a look at our flexible, scalable plans suitable for businesses of all sizes. At Virtudesk, our transparent pricing ensures you get the best value, at affordable prices, and without hidden fees.

How Will the Call Center Adapt to Your Company’s Growth?

Your business needs will evolve over time, accompanying your growth. And your call center services shall adapt to those changes following your business’ pace. Ask how the call center can support your company's growth without compromising service quality.

Virtudesk is equipped for scalability. Our technology and staff allow us to expand your customer support according to your growing needs. Whether you are facing a steady growth rate or a temporary increase in demand during seasonal peaks, your dedicated staff will adapt to your needs. 

Conclusion

Outsourcing a call center is a significant decision that can reshape your customer service landscape and operational efficiency, directly affecting your gains. By asking the right questions, you can find a partner that aligns with your business goals and helps you meet them.

Don't leave your customer service to chance. Elevate your business with Virtudesk’s premier call center services. Take action now and book a free discovery call or call us at +1 (800) 470- 8136 to discover how to take your business to new heights.