The call center industry is undeniably one of the biggest and most in-demand industries nowadays. Providing well-paying jobs and opportunities with minimum educational and skills requirements, it is safe to say that the demand for call centers and call center agents will not cease anytime. Currently, there are 36,022 call centers in the United States alone, so selecting the best among this number can be quite challenging. Continue reading to learn the 12 things that business owners (including you) must consider in choosing the best call center for a superb level of customer service:
12 Things That Business Owners Must Consider in Choosing the Best Call Center for Customer Service
1. International or Global Reach
Where is your business located? What type of services do you cater to? These are two of the most important things that you must ask yourself before sealing a partnership with a call center company. If you want your services to be available to a wider market, choose the call center companies with teams specializing in specific languages. For example, call centers with Spanish-speaking or French-speaking teams will benefit your business if you are located in Latin America or Europe areas. If your business is located in the Asian territories, you must also consider a partnership with call center companies with international and global reach; Chinese, Japanese, or Korean-speaking teams, for example.
2. Industry Experience
Another important consideration is the call center company’s experience in the industry. Their experience should match the needs of your business. If your business is focused on technical support and telecommunications, then you must look for a call center company with agents skilled in software and technical issues, troubleshooting, and other computer-aided tasks. Moreover, your company’s experience and performance in the call center industry are manifested through its team structures and the skills of its staff.
3. Business Size
Determine your business size; the number of your employed staff, the operational structure, and the accompanying costs. If your business is already big and established, choosing the services of a small call center company might slow your business down and might result in client complaints and customer service issues. Similarly, choosing a large call center company that is not proportionate to your business size will also result in unnecessary costs and an increase in overhead expenses.
4. Staff Training
If we could discuss one thing that the best call center companies have in common, it is definitely the level of training that they conduct for their team members. Excellent customer service is a product of well-trained team leaders and agents. Ask your potential service provider if you can attend a training program or session with their agents and observe how they instill skills and work ethics in their staff. Additionally, training in the call center industry should be continuous, along with the changes in the demands of customers and clients. It is important that the agents can follow these changes without being too physically and mentally exhausted. A good call center company is a company that takes care of its people.
5. Potential Expansion
This may be arguable, but every business owner aims for expansion. Whatever type of business you have, there is a high possibility that you would dream and work for expansion. Expansion can be done domestically, internationally, or globally and it is best to partner with a call center company that could work with you to achieve this goal. If you aim for domestic expansion, then the call center company should be capable of accommodating tasks to make this expansion possible.
6. Technology and Industry Trends
The call center industry is progressive and technological advancement is a must. Along with the rise of AI-aided operations in businesses, you should consider the company’s capability to follow technology and industry trends to help your business grow. Outdated troubleshooting tools and project management software may no longer be effective in ensuring a smooth flow of operations and quality outputs. It is essential for a customer service call center company to have the best and updated technology to assist businesses, and it will also be very cost-effective in the long run.
One of the biggest mistakes that business owners make in selecting a customer service call center is selecting the cheapest and settling for mediocre performances. Now, we are not saying that companies offering low prices offer mediocre jobs, but selecting the cheapest would surely compromise a thing or two when it comes to your business objectives. Call center companies invest lots of money to make sure that all of their equipment and training needs are satisfied, so understand that prices may vary. Experts suggest that company owners should always set a middle ground when it comes to call center pricing considerations. Select the one with prices not too low and not too high as well and make sure to properly negotiate and set expectations with a clear and reasonable service level agreement.
You do not want to see your confidential and important business data being leaked and hackers or competitors tracking your operations. If you want a secured and organized call center service for your business, consider getting a service provider that works within the Cloud. A cloud call center is a cheaper and more effective way to manage calls with the help of the Automatic Call Distributor (ACD) and the Interactive Voice Response System. Interactions between the agents and clients within the cloud will improve business communication levels; just make sure that the call center company is transparent when it comes to the security measures and policies regarding data recovery and redundancy.
9. Business Objectives
What type of business do you have? Go back to the first factor and help yourself decide which call center company fits perfectly with your business. If you are centered on the manufacturing and production of items and you want to improve your business performance to generate more leads and sales, a call center company offering telesales or telemarketing might be perfect for your business. Telesales teams consist of competent and well-trained individuals who are used to hitting sales targets and maximizing all available resources to get more leads.
This factor determines your costs so before partnering with a customer service call center company, make a quick and practical analysis of the location as well as the pricing comparison of call center services in each location. If your business is located in a country or city where the cost of living is relatively high (US, Europe, Canada), you might want to consider the services of call centers located in Asia; the Philippines, and India, to be specific. These two countries have lower costs of living as a result of cheaper prices of necessities, lower basic pay for employees, and taxes for businesses.
The Philippines is known as the call center capital of the world, so if you are looking for a call center that can handle your bulk calls and inquiries with high-quality service at an affordable price, then there is no better country to look into.
Here’s a sample pricing of call center services per location:
- United States/Canada: $22 to $35 per hour
- Western Europe: $40+ per hour
- Eastern Europe: $12 to $25 per hour
- Australia: $35 to $55 per hour
- Africa/Middle East: $15 to $20 per hour
- Latin America: $8 to $18 per hour
- Asia/Philippines: $8 to $14 per hour
- India: $5 to $9 per hour
- Pakistan: $6 to $10 per hour
11. Client Reviews
Choosing the best customer service call center for your business will be easier if you know what their past and present clients and partners think about their services. Aside from reading web-published blogs and lists, you may also search for recommendations with detailed feedback from clients. It is important to know not just their specializations and strengths but also their weak points so that you will be able to come up with the best solutions. Highly recommended call centers are usually commended for having polite and competent agents, assertive and empathetic team leaders, and managers with impressive leadership skills. You may also want to check the partner companies of these customer service call centers. Remember that the best companies will always choose for the best, whether in partnership, or manpower.
12. Type of Team
Dedicated agents and shared agents make a good call center and it is highly important that you know what type of team your business needs to run smoothly and deliver the best quality of customer service. Dedicated agents work for your account only. This means that they have their full time and attention exclusively for your business. Shared agents work for different accounts, so the focus is a bit divided. If your business needs fall more into the general scope, shared agents can be good for you since they do not have to be present 24/7 but they still get the job done. But if your business requires full attention and excellent customer support, consider dedicated agents as they also have wider areas of expertise. Dedicated teams usually consist of experienced professionals who value quality over quantity.
What is a customer service call center?
A customer service call center is a type of call center that specializes in providing customer service. It is usually a division of a larger company, but it can also be an independent business. The main difference between this type of call center and others is that the agents are trained to handle customer service issues instead of sales, telemarketing, or technical support.
A customer service call center can be used to handle a variety of calls from customers who need help with their orders, want to know about their accounts, or have questions about the company and its products.
The agents at a customer service call center are usually trained to handle a variety of calls from different customers with different needs. They are also trained to be patient and polite when dealing with upset customers.
A customer service call center can often help a company build loyalty among its customers, which is important because the competition for customers is fierce. It can be a great way for a company to build its business and strengthen its relationship with existing customers.
Call centers are well known for providing an efficient and effective way to communicate with customers, potential customers, and the general public. Call centers are often outsourced to third-party companies, but they can also be operated internally.
How do call centers work?
A call center is a facility where people who need customer service can call to get help. Call centers are used by businesses of all sizes and industries, including small businesses, large corporations, and start-ups.
Call centers usually have a team of customer service representatives who are available to answer questions and resolve issues. The main purpose of call centers is to provide quality customer service at an affordable price.
Why should you consider a customer service call center?
A customer service call center can be an excellent way to ensure that your customers are receiving the best service possible. A dedicated team of professionals, with the right tools and training, can help you provide better service than a single customer service representative could.
Call centers also offer several advantages to businesses that are trying to grow their customer base or increase customer loyalty.
Call centers can provide a variety of services, including answering customer questions and concerns, taking orders for products or services, handling returns and exchanges, providing technical support for products or services that the company offers, and more.
Choosing the best customer service call center to provide seamless support to your business can be a challenging task at first but once you have already determined all the needs of your business, your target market, and the goals that you want to accomplish, things will be much easier. Always consider these factors as a guide in choosing the best service provider to continuously help your business prosper through quality customer service, and more importantly, to establish meaningful connections and provide more opportunities to many individuals.
If you plan to outsource your customer service call center to a third party, make sure that you have already considered all the factors mentioned above. This way, you will be able to get the most out of your investment.
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Read: Pros and Cons of Outsourcing Customer Service
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