6 Tips For Choosing a Contact Center
Consider these key truths when choosing a business process outsourcing partner
It doesn’t matter if you’re picking your first contact center or if you’ve done this before, this decision impacts your customers like no other decision and you want to make sure you do it right. You want to hire the best contact center, a partner that can provide you with the service you need to help your business grow.
Determining the perfect contact center isn’t easy. You can never know for sure if you picked the right one until you experience their service first-hand. However, you can make an informed decision by looking at these six key considerations when choosing your ideal business process outsourcing (BPO) partner.
- Experience Matters: Every contact center had to start sometime. They opened for business and landed their first client, but think twice about becoming that first one. In fact you should probably avoid contact centers without a proven track record. How long should that record be? Long enough to ensure that your contact center will perform to your expectation. While length in business isn’t the only consideration, experience matters.
Longevity signals the ability to navigate changing business cycles, evolving technology, and ever-increasing customer expectations. Seeking a contact center that’s been around for at least a decade is a good start. That means they’ve encountered the ups and downs of economic cycles and have survived. They know how to navigate marketplace changes. And if a contact center has been around for several decades, they’ve proven themselves over time to be a reliable and effective business partner.
- Success Breeds Success: The next thing to seek in a contact center is one who understands your industry; but not limiting the relevancy of other experience. Although many contact center skills are universal, each industry has its unique parameters and expectations. Make sure your contact center has experience serving your industry. Ask for references. Then follow up.
If your contact center has been successful with others in your industry, there’s a good sign they will be successful with you. For example, a contact center who has other healthcare clients will understand that industry. While past performance is no indication of future results, it’s a very good gauge.
- Service Options Provide Growth Opportunities: You also want a contact center that offers more services than you need right now. That means they’ll be able to grow with you as you grow. They’ll be able to provide more services as you need them.
Avoid a contact center that offers only what you need today. You’ll be pushing their limits from day one. T
his means there’s no room for them to meet your growth needs and a high chance they’re over-reaching to land your business.
4. Awards Signal Winners: Has your contact center won any awards? Be sure to check. Recognition by third parties provides significant validation that the contact center excels within the industry. Though not all awards
are as meaningful as others, they do signal that an impartial outside organization saw value in their accomplishments.
Not all contact centers are award winning. Find one that is
- Industry Involvement Benefits Clients: You’ll also want a contact center that’s involved in contact center industry groups. What groups are they part of? Are any of their key staff involved in industry initiatives?
You may wonder why industry involvement is important. Being involved in industry groups and associations shows the contact center is serious about what they do and wants to stay ahead of the curve. They want to learn the latest trends and pursue the newest initiatives.
You don’t want a contact center that’s stuck in the prior decade. You want a contact center that will guide you into the next one.
- Prices are Ancillary: Notice that none of this discussion addressed cost. When you consider the big picture, pricing isn’t that important.
Now, if you want the cheapest provider, the above five tips don’t mean a thing. Make your decision on cost, and live with the consequences.
But if quality is important to you and a contact center meets your criteria in the above items, then they will be competitive in today’s marketplace. Don’t quibble over fine nuances of price. Instead go with the best, and be happy for the high level of service they provide.
Following these six tips will help you find a quality contact center that can provide the service you need both today and in the future. They will grow as you grow. And if you choose wisely, you should never need to pick another contact center again.
Ansafone Contact Centers, a 24/7 live contact center service provider, uses a multi-channel communication approach to help clients communicate via phone and live chat, with email management and social media monitoring. Ansafone’s business process outsourcing (BPO) services specialize in customer service, help desk, tier-1 tech support, sales conversion, and enrollment. Click here to learn more.
Peter DeHaan is a freelance writer who covers the contact center and BPO industry.