By Alejandra Gerbe, Operations Manager
Finding the right inbound call center outsourcing partner can be a daunting decision for many businesses, but it does not have to be. Quality Contact Solutions understands the intricacies and nuances that come with leading an inbound call center, and is now sharing five inbound call center outsourcing secrets.
We recognize that for an inbound call center to be successful, we must figure out how to carefully merge the mission, technology, staff, and processes with each other. If one is not carefully implemented, the dynamic is off balance. That leads to poor customer service, unhappy customers, and possibly thousands off your bottom line. Nobody wants that, but not everyone knows how to avoid it.
Here are five secrets you need to know about inbound call center outsourcing and how to pick the perfect partner that will balance your business and be successful.
1. Talk Through the Organizational Alignment
The first question all businesses should have in their first call with a possible partner is: “How can I make sure the inbound call center shares our vision and delivers our message correctly to our customers?” The most effective way to do so is by engaging with like-minded partners willing to engage in consistent communication and collaboration.
Both parties need to understand that the business and call center are one team sharing one common goal, your success. We pride ourselves on being client-minded first. We take time to carefully understand your culture, customer base, mission, and vision for the inbound centers. Using that information, we tailor our inbound call center team to embody your values through their customer interactions.
2. Look for the Technological Package
Ok, now that you are aligned on the mission and values, the next step is to look through the tools your possible partner has available to make sure the inbound team can handle your customers’ needs. One of the extraordinary qualities that QCS offers is the customizability of our technology. An inbound call center is not complete without proper queue management, administration of call flow, and leverage tools like skill-based and bull’s eye routing. Efficiency is critical, and you need to track and control your call flow in real-time. Never be afraid of asking outsourcing companies for tools and technology that will increase call center efficiency and remove tasks off your ever-growing to-do list.
3. Keep Data in Mind
Tools are not very helpful without the export of actionable and precise data. You need to ask your new partner for clear and concise information and data analysis from the inbound call center’s performance. For example, QCS provides all our clients with access to a Tableau report that allows you to have a detailed daily performance view and a summarized chart reflecting weekly and monthly data. This is particularly important to create a proper analysis call center’s impact on your KPIs and ROI.
4. Ask about Workforce Management & Quality Assurance
Your technology and vision can only be as good as your agents. You should be able to trust your outsourced center to have a robust quality assurance team. They need to have the proper training and day-to-day coaching to monitor their calls and provide real-time feedback. When outsourcing an inbound call center, you need to rely on your partner to provide “customer first” minded feedback. Also, the secret to effective workforce management is leveraging proper predictive tools. Forecasting inbound call flow correctly guarantees that staff is optimized and scheduled correctly.
5. Consider Location, Location, Location
The call center world is changing. More companies are looking for remote employees, which has opened many possibilities to improve staffing and productivity. Now, a call center can have employees from all over the US available to handle customer service calls. A call center can adjust hours of operations to cater to your clients throughout the country. Having an outsourced inbound center with a remote workforce creates effective redundancy to protect you in an emergency or natural disaster.
If you keep these five industry secrets at the forefront of your communication with possible partners, it will ease you into outsourcing your inbound call center to the right company.
Alejandra Gerbe is an Operations Manager for Quality Contact Solutions. With almost a decade of contact center leadership, Ale has been able to use her skills in operational improvement, project/program management, and workforce management. Ale is a passionate, energetic, and results driven leader focused on improving our client’s performance.