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Non-core competency activities shouldn’t be neglected. Customer assistance and other call center services are non-core competencies to most companies, so they outsource these. Choosing the right call center vendor is essential because an enterprise cannot compromise its branding and quality standards.
Call centers are at the heart of many businesses. Most of the time, the interaction between customers and a company happens first. In selecting the right call center account provider 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 this topic for quite a while now, you already know that the Philippines is currently the top destination for outsourcing BPO solutions. Contact centers in the Philippines are thriving due to the availability of a highly talented workforce 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 the right call center vendors in the Philippines:
• Accent-neutral agents
In the global business, varying accents can be a dilemma. In dealing with customers, both parties must eliminate all communication barriers, such as unclear conversations due to certain speaking accents. The neutral accents 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. The importance of communication is grand in business.
• 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 will not have difficulty coping with your industry’s ins and outs. Determine their industry experience and 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 would be best to consider a call center that never endangers your vital company information. Breach of confidentiality is something you don’t want to happen to your company. It would be best to ask for or research the call center’s certifications. International security standards, 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 of 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.
Try us if we are the right call center vendor for you
Magellan Solutions is the leading SME-focused BPO among all outsourcing companies in the Philippines.
With over 18 years of industry experience, we offer high-quality customer support and call center services. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company.
Contact us now to discuss how we can help your business succeed. Complete the contact form below and talk to us for free!
