10 MISTAKES TO AVOID WHEN CHOOSING YOUR CALL CENTER
Posted: Thu Jan 09, 2025 7:42 am
Not defining needs
Before embarking on the search for a service provider for a call center, it is advisable to first clearly identify the needs of the company. This will ensure that supply and demand match.
Do you need prospecting, nurturing, follow-up on offers, 24/7 customer service, technical service, etc.
The service provider can guide you, because he is a customer relations professional, but it is always interesting to know what you want, if only to compare prices.
Do not target the service provider's missions
The establishment of a call center reflects needs. phone number list
It is therefore necessary to target these needs, of course, but also the objectives that the service provider will have to meet. Depending on the mission, this may be a percentage of calls taken in less than x seconds (customer service), a number of files processed (prospecting), or even a number of leads generated.
Failure to assess the practices of identified outsourcers
Taking the time to prioritize the essential criteria will reveal a more limited list of service providers. All that remains is to choose the one that best meets the company's expectations.
Different companies have different ways of working, which may or may not suit your working styles and needs.
Before embarking on the search for a service provider for a call center, it is advisable to first clearly identify the needs of the company. This will ensure that supply and demand match.
Do you need prospecting, nurturing, follow-up on offers, 24/7 customer service, technical service, etc.
The service provider can guide you, because he is a customer relations professional, but it is always interesting to know what you want, if only to compare prices.
Do not target the service provider's missions
The establishment of a call center reflects needs. phone number list
It is therefore necessary to target these needs, of course, but also the objectives that the service provider will have to meet. Depending on the mission, this may be a percentage of calls taken in less than x seconds (customer service), a number of files processed (prospecting), or even a number of leads generated.
Failure to assess the practices of identified outsourcers
Taking the time to prioritize the essential criteria will reveal a more limited list of service providers. All that remains is to choose the one that best meets the company's expectations.
Different companies have different ways of working, which may or may not suit your working styles and needs.