Choosing a call center vendor

Non-core competency activities shouldn’t be neglected. Customer support and other call center services are non-core competencies to most companies so they opt to outsource these. Choosing the right call center vendor is very important because an enterprise cannot compromise their branding and quality standards.

Call centers are at the heart of many businesses. Most of the time, it is where the interaction of customers and a company happens first. In selecting the right call center vendor that will serve as an extension of your business, key aspects to be considered are a contact center’s competency, reliability, compatibility, and cost-efficiency.


The Philippines is the #1 Call Center Country for Outsourcing

If you’ve been researching about this topic for quite a while now, you already know that the Philippines is now the top destination for outsourcing call center processes. Contact centers in the Philippines are thriving due to the availability of highly talented workforce who is fluent in English and eloquent in global business processes and systems.

To get you started, here are the factors that you need to consider in evaluating call center vendors in the Philippines:

• Accent-neutral agents 

In the global business, varying accents can be a dilemma. In dealing with customers, it is important that both parties eliminate all communication barriers such as unclear conversations due to certain speaking accents. The neutral accents (recordings of live calls from our contact center)  of call center agents should be one of the top priorities.

The transition from your in-house to an external call center service facility should be as smooth and indistinguishable to your customers as much as possible to maintain your company’s branding and standards. It is this simple: if they cannot understand how you communicate, they cannot trust you, your brand, and your company.

• Specialization in types of call center services

You need to thoroughly examine the track record of your potential call center vendor. Choose the one that specializes in your type of industry so that they already know the basics and they would not be having a hard time coping with your industry’s ins and outs. Determine their experience in your industry and their flexibility to develop a specialized solution based on your business needs. Learn the types of services they can offer and their multilingual capabilities.

• Information security management system

It is imperative that you consider a call center that should never endanger your vital company information. Breach of confidentiality is something you don’t want to happen to your company. You should also ask or research for the call center’s certifications. International security standards and internal security controls and practices of customer support providers will give your business an edge in the competitive market.

Safety. Besides data security, there is human security. A site visit may be essential if you plan to have some management control and oversight to your outsourced call center. Be sure to know how physically secure the call center is – what security plans are in place in case of a disaster or emergency and how they provide a safe workplace for employees.

Magellan Solutions is a call center that provides neutral-accent English speaking agents, specialized services, and secured business processes. To know more about this first-class customer service centre, go here.



Vector image from 365psd