In the past decade, call centers have begun to flourish as more and more companies look to outsource certain aspects of their business, including order-taking and customer service calls. Many businesses today are looking to handle their calls in-house for a variety of reasons, not the least of which is the taboo associated with “outsourcing.” But this may not be the best move for your company. Handling your own calls can be a costly move for your company. Here are some things to consider when it comes to choosing a call center that is right for you.
- Do some research—One of the first things that you will want to do in choosing is to do the research for what type of call center you want to work with. You should consider the benefits and drawbacks for incoming and outgoing calls as well as the possibility of being a web-enabled call center. Obviously, a great deal of time should be spent trying to map out exactly what it will take to start this process. You should also consider the scenario of handling some calls in-house while only using a call center on nights and the weekends when it is harder to staff your building. Also, make sure that you get a list of clients (both current and former) from your proposed call center so you can speak with them about the quality of the call center’s work and any problems they may have encountered in the call center process.
- Work closely with the company in set-up—Make sure that you sit down with the company and go over any and all expectations that you have. You should familiarize with every step that they will be taking when handling calls on your behalf.
Once you have this in place, you will be able to reap the rewards of working with a professional call center:
- They handle equipment—Many call centers use computers and phone equipment that are too cost prohibitive for businesses to provide themselves with in-house call centers. This also includes software that can be quite costly in the long run for businesses to handle but are part of the service that are provided by call centers.
- A professional call center will be available 24/7 and provide emergency back-up in cases of power outages.
- They have a trained staff—Call centers live and die based on the quality of their staffs and staff training. These are trained professionals that work hard on customer service skills and phone etiquette to ensure that they can provide your customers with the service they expect.
As you can see, for many businesses, the gains associated with having your own in-house call center are outweighed by the massive benefits that are provided by the call center. That is why it is generally best to leave this particular area to the professional call centers that make this their sole business. The benefit of the call center is that allows a company to concentrate solely on their business without having to worry about the other distracting issues. So think hard about whether a professional call center is your best answer.
About Neal Lacy
Neal Lacy has written 82 posts in this blog.
Neal Lacy is an expert in professional call center services. He provides great content on a wide variety of topics concerning answering services, message services, order taking, and virtual receptionist. He is main writer for United Call Center.