Your company experiences an increase of customers. More orders to process, more stocks to deliver, more calls to attend to, etc...
When You Will Engaging Call Center Services?
To cope up, you hire more people. But then you notice that customer service personnel could hardly handle all the phone inquiries. Tasks slowly begin to pile up. Office telephone lines are always busy. In addition, your employees work in cramped, overcrowded work spaces. Under these condition, you have two options.
One, you install extra phone lines and hire additional people to man these communication devices. You also need to expand your office space to accommodate your workers. This choice involves significant costs that could exceed your allotted budget and considerably cuts down your revenues.
Two, you simply engage a call center service.
Business-wise, the second choice is the most viable option. It's easy, hassle-free, and cost-effective, especially if it has good call center management. However, not all call centers are the same. There are many types of call centers out there. You should properly identify your company's needs and match those needs with the proper type of call center that best serve your business.
Below are considerations when engaging a call center:
Choose a well-established Call Center Company
The best outsourcing call centers. Shop around and settle for a call center that has been long in the business. When you find one, ask for a list of their existing client. If they can furnish the list, then go over with the business and check them out individually.
Ask the particular call center's performance from these existing client. Well-established call centers always get good feedback. Bad ones get bad feedback. So choose a well-established call center company.
Get involved in the setup process
Always remember that your chosen call center will act as your business associate. They will handle calls and answer queries regarding your company. Actively participate in the setup process by furnishing them with relevant information about your business.
Discuss service cost
While most call centers lay their service costs up front, a number still resort to deceptive pricing by their hidden charges. Read the contract as well as the fine print. Be sure you understand the cost of the whole service package. Otherwise, you could incur unnecessary expenses.
Go for a well-managed Call Center
You can always tell a call center with good call center management by dropping by their site and observing the call center agents on-the-spot handling of calls. Their tone of voice, and the way they handle customer calls are some indications. Make sure you are satisfied with the call agent performance.
Call Center Agents chosen language
The call center agents language is crucial to your company. If you have Spanish-speaking customers, make sure that your call center handles Spanish language. You see, you could lose business if the call center could not process Spanish language. The same thing goes for English-speaking customers.
There have been reports where English speaking customers get frustrated when speaking to call center agents that hardly know, much less speak, the English language. This discrepancy could have disastrous effects on your business. To avoid it, make it your priority to seek only a call center that fluently speaks the language of your customers.
Virtual Call Center Software - Saving You Money
Call center management is complicated. However, it can be simplified with the proper tools, such as Inova Solutions' Performance Tracker 2.0. This is a web-based dashboard that gives managers real time facts and data to work with, allowing them to make more effective decisions and adjust their plans quickly as different situations arise. Potential problems can be nipped in the bud with this call center management tool.
The Performance Tracker works by consolidating metrics and data from multiple sources and displaying it all on one cohesive dashboard that can be customized according to your needs. Managers first see a high level overview of their business and operational metrics, but they can easily drill down into various sections to learn more details. Moreover, the system allows management teams to instantly compare actual performance versus goals, and this knowledge allows them to take immediate and effective action. All the essential information can be displayed at a glance with Performance Tracker - key performance indicators are displayed graphically in the form of charts, gauges, and grids.
Another positive aspect of the Inova Solutions call center management tool is the way that it integrates with nearly any data source, including ACDs, workforce management systems, and even internal databases. Furthermore, since the dashboards are built on Microsoft Sharepoint, customized viewing options are easy to create and edit.
Of course, the main positive of Performance Tracker is the fact that it helps businesses become more efficient and therefore more effective- managers spend less time running reports and more time on coaching their agents and managing their call centers.