When Should You Outsource Your Inbound Call Center?
Your Easy Guide to Cold Calling Outsourcing
The abundance of call center companies is good, giving business owners looking to work with these companies plenty of options. However, it also poses a challenge. Sifting through hundreds of results after a quick online search may only leave you feeling more confused about choosing a service provider.
And we have to be realistic about it. Often, services provided by top call centers cost higher than your budget. In this case, it goes against the primary reason why you’re outsourcing.
Removing huge companies from the list can help you narrow your choices to the more affordable alternatives. To save more time, it is also essential to use tools and tap some people into looking for the right service provider.
For beginners and experienced business owners alike, you can begin your search in these places.
Yes, you’ve read it right. Using business directories still works up to this day. The only difference? Instead of using those bulky yellow pages, you can access manuals directly on your desktop.
When searching for the best call center companies, you can be confident that those listed in business directories are legal, established, and quality providers. Guides make reaching potential companies easier because of their readily available contact details.
One of the best information resources is the people with current or previous experience in outsourcing. LinkedIn is an excellent platform for gathering insights from other business owners. Ask your connections for recommendations and their first-hand experience in getting a service provider.
When attending networking events, maximize your time by getting to know like-minded entrepreneurs and business owners from the same industry. Tell them about your plan to outsource your call center. Ask for advice and recommendations. Who knows? They might even introduce you to a call center executive who is in the same event.
Some websites regularly update their articles on the top call center companies customers prefer. Reading these essays lets you glimpse a service provider’s specialization, locations, reviews, and more.
These articles have the same function as referrals; only they are posted on the web.
Many call center companies also have their blog, regularly posting helpful articles about the business and their industry. It is typical to find an invitation to contact them at the end of every post by a call-to-action (CTA) button, which usually directs you to their contact us form.
Contact us form
Contact Us forms work best if you want to know more about the company. You can use it to ask for proposals or to schedule a consultation with one of its representatives.
In most cases, you can immediately find it on the homepage.
How to Choose a Call Center Company
You can find the right fit for your business if you know exactly what you should seek. To get started, consider these steps:
Perform an internal analysis.
Before outsourcing, have you asked yourself why you need to outsource? If not, then it is crucial to go back and assess your organization’s internal environment.
Having an internal analysis such as SWOT and VRIO will let you determine your strengths, weaknesses, opportunities, threats, funding, and shared values.
When you know these elements, it will be easier for you to develop strategies to address challenges. It can also help you see and decide if outsourcing a call center is the best long-term solution to support the growth of your business.
Additionally, an internal analysis can guide you in identifying a service provider that meets your needs, budget, and even culture.
Look into their pricing model.
Look into all the available pricing models of your short-listed companies.
Fully-managed operations cost more than the co-managed model but also perform everything for you, including the training and admin tasks. Meanwhile, the cost-per-call model may work best if you receive a small volume of calls per month.
Don’t forget to check the quality of the service being offered. Sometimes, choosing the cheapest service can harm your business more than reasonable.
Choose between dedicated and shared agents.
Aside from the pricing model, you can also decide on the type of agents you’ll need to work on your campaign.
Dedicated agents work full-time for your call center campaign. It is best to choose this type if you handle complex, unique, and detailed customer requests that demand consistency and familiarity. It is also ideal if you receive a considerable volume of daily calls.
Shared agents work not only for your business but with other businesses as well. This works best if your campaign is solely for addressing general and basic queries from customers. If your campaign only requires one or two agents or receives a small volume of calls monthly, this is perfect for you. It is also more affordable than having dedicated agents, resulting in higher cost savings over time.
Semi-dedicated agents work for two to three campaigns, fewer than the campaigns handled by shared agents. Although they are taking other accounts, their attention is less divided. This type is more affordable than dedicated agents but costs higher than shared agents. You might want to choose this if you wish to save some money while maintaining optimal service quality.
Evaluate the track record.
Choose a company with sufficient experience and good performance in handling campaigns similar to what you plan to outsource.
Companies with over ten years in the industry can assure you of an improved service.
Checking their recruitment, training, and quality assurance processes is also a good idea. Often, the success of a call center campaign depends on these areas.
Look for information security certifications.
Good call center companies comply with international information security standards to ensure the protection and confidentiality of client data.
This is especially important when your call center handles sensitive customer information.
Make sure to look for certifications such as ISO 27001, PCI DSS, and HIPAA (usually for businesses in the healthcare industry).
Call center technology is integral to a service provider’s day-to-day operations. Not only does it help in resolving customers’ concerns quickly, but it also improves the overall efficiency of call center employees.
Check with your service provider how their technology enhances customer service.
Deciding where to outsource makes a lot of difference, especially regarding cost savings.
You can choose between onshore and offshore companies.
Onshore companies are those that operate within your geographical borders. Meaning they are only a few miles away from where your business is. If the reason why you’re outsourcing is focused on improving your core competencies, and the price isn’t a big deal, then you can consider this.
Meanwhile, offshore companies are located on the other side of the world, often in Asian countries.
Asian countries, such as outsourcing in the Philippines, have a lower labor rate, making call center services more budget-friendly. Multinational companies, small businesses, startups, and even independent entrepreneurs flock to this location because of the substantial cost savings they can get. Despite the lower price, the service quality is maintained optimally. Just make sure that you choose a trusted and reliable company.
Customer service and dynamic sales activity aren’t only for giant corporations. Through outsourcing, even small businesses can provide quality customer service and sell their products more competitively.
Are you interested in partnering with one of the best call center companies for small businesses? Contact us now!