It can be really scary to outsource your customer interaction and making the best choice is paramount to building and protecting your brand. Informed people make informed choices, so arming yourself with the most cohesive information possible can be really valuable. How do you know what type of contact centre you need, and how do you know they are good at what they do? Here is a list of questions you should be asking when you are comparing and considering call centres:

• Do you need an ‘inbound’ or ‘outbound’ call centre? (An Inbound centre generally deals with customer enquiries and technical support whereas an Outbound centre makes call to prospective customers, extends the sales process, sales follow up and marketing campaigns.)

• How do you want your customers to see your business? Getting really clear about your brand and how you want to be represented is an important step to knowing who can best help you with this vital job.

• Do you need your own team within the contact centre or can you share the agents with other companies? And what would the cost implications be? Is there a staged process you can try first?

• How will you train the agents? Do they require specific skills for your industry? How long will it take to train them and at what cost? What information or processes do you already have prepared in your business that you can use for training? How will you determine quality of service?

• Is there an advantage to an offshore centre, or do you need to have the benefits of a local contact centre? What are your personal requirements and what are the essentials for your customers?

• How secure is the call centre you are looking at? How can they demonstrate the confidentiality of your information? What procedures and processes do they have in place to be able to give you assurance of security?

• Do you currently have measures for determining the success of your strategy? How would you do this with your contact centre? Can you easily dialogue with your contact centre to manage this? Can you get a clear understanding of the costs per customer?

• Does the contact centre you’re looking at have the technology to deliver the best and most effective service? Can they manage your customers contact expectations? How capable are they with social media options?

These are just a few of the questions that can make your decision process more certain. At Phone Plus we are industry experts, so we can help you explore the answers to these questions, so that you can go ahead with confidence. Our vast experience means that we can also share with you some benchmarks for similar campaigns, so you can get a clear picture of what to expect. Just give us a call and we can have a chat, it’s what we do!

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