Inbound & Outbound Customer Service
6 Tips for Choosing the Right Contact Center for your Business
CKSD Outsourcing Solutions outsourcing experts explain what companies should look for and ask when contracting a third party to handle their customer support.
More and more businesses are outsourcing their customer service to third-party contact centers. But before you hire someone else to handle your customer service and support, check out these eight tips
1. Have a good sense of what you need, or want, before you start interviewing contact centers. Before you contract with a contact center, determine what kind of support of you need For example, will you need 24-hour service? Do you need emails answered, online chat representatives or appointment scheduling?
2. Verify that they have the right people and resources to handle your customer service and support. This means that the outsourcing provider’s staff skill set should meet your requirements as well as those needed by your customers,These requirements can be technology certifications, language proficiency or prerequisite experience in your particular field.
Also consider how they [the people interacting with your customers] would fit into your organization as a whole You’re outsourcing an important part of your company, so you need to ask yourself, Do they represent our brand well? Do they do a good job of managing their own people and customers alike?
3. Make sure contact center data can integrate with your CRM solution. One of the most important criteria you should consider when selecting a good contact center is its ability to manage your customer database Support is a main pillar of a successful business, and if the contact center can seamlessly integrate customer support data into your CRM, you will gain a more complete understanding of your customers, their pain points and their specific requirements.
4. And don’t forget about social media integration.Within the next few years social interactions with companies will equal phone interactions and 70 to 80 percent of them will be service oriented Therefore, when selecting a contact center, businesses [should choose one that can handle] social media as effectively as phone-based interactions [as] customers whose comments are not addressed in a timely fashion are no longer hesitating to change their loyalty to competitors.
5. Discuss policies and procedures as well as security and privacy measures.Ensure you understand how communication will be managed, from daily updates to overall planning and design of the program,
Ask to see samples of the reports they provide and if they can make customizations for you or provide data in formats you specifically need, Also, ask what metrics they use to evaluate agents and make sure they align with your priorities. If call resolution is more important to you than a short average talk time, make sure the firm will instruct and monitor agents accordingly.
Also, be sure to “dig into the security and redundancy of their technologies and processes. How is your data stored and separated from other clients’ data to protect from fraud or data corruption? Do they have a documented and verifiable disaster recovery plan? Make sure the technologies and processes fit both your business needs and any regulatory standards your company must meet.
6. Know what and how you will be charged. Before you sign on the dotted line, understand how much you will be charged and when. Make sure the company you choose does not charge you for your customer’s time on hold, and ask if they charge by rounding up to the next minute or up to the next second