Jan 28

Questions to Ask When Selecting a Call Center Partner

For many businesses, providing a superior level of service to customers requires additional time and resources that, frankly, they often don’t have. Still, if you have the means to make customer service a priority, doing so can help you outpace your competition, elevate your brand and accelerate your company’s growth.

Here’s why:

  • Attracting a new customer costs businesses six to seven times more than retaining an existing one.
  • Your chances of selling to an existing customer are 14 times better than selling to a new customer.
  • 73% of consumers who are satisfied with their customer experience will recommend a brand to others.

 

Stats like these are not lost on today’s organizations, which are increasingly partnering with call center service providers. When incoming calls/emails and customer inquiries become a significant burden on daily operations, securing outside support enables you to gain the advantages that come from providing excellent customer service faster, and at a fraction of the cost of hiring and training additional staff.

Finding the Right Partner

If the time has come for you to partner with a call center services provider, here are some questions you should ask to help you find the right one for your business:

HOW LONG HAVE YOU BEEN IN BUSINESS?

It’s important to partner with an experienced provider who knows how to relate to customers. Look for a solid track record of success working with recognized businesses.

WHAT ARE YOUR AREAS OF EXPERTISE?

Look for core competencies that match your company’s goals for outsourcing. Are you seeking to reduce call-handling times, increase satisfaction, or minimize complaints? Your ideal outsourcing provider should demonstrate deep capabilities in the areas that are most important to you.

WHAT ARE YOUR PERFORMANCE STATS?

The larger your company, the greater your call volume. Ask about the vendor’s ability to handle large call volumes, length of calls, and other relevant performance benchmarks.

ARE YOU CAPABLE OF SCALING WITH MY COMPANY NEEDS?

Ultimately, you want to accelerate the growth of your business, so make sure the vendor can expand their level of service and flex their teams and hours as your needs increase or decrease.

WHAT ARE YOUR QUALITY ASSURANCE PROCESSES?

Review the vendor’s QA guidelines and training materials that are provided to its call center employees. Also, verify that all calls are recorded and monitored, which can be crucial in any potential litigation.

WHAT MAKES YOUR SERVICES DIFFERENT FROM COMPETITIVE OFFERINGS?

Look for distinct advantages that set the vendor apart, and that can help you achieve the specific objectives of your business. For example, does the vendor have a relationship/affiliation with a debt collection agency? If you also need billing or collections support, this could provide an added advantage.

WHAT SECURITY MEASURES DO YOU IMPLEMENT TO PROTECT SENSITIVE DATA?

To keep data protected and properly stored, state-of-the-art security technologies are a must. Ask about the vendor’s disaster recovery plan, and have a technical member of your staff join you when discussing the vendor’s data protection and backup capabilities.

CAN YOU HANDLE MY COMPANY’S SPECIFIC INDUSTRY DEMANDS?

Find a call center services vendor that knows your business segment inside and out, and can comfortably handle all your industry-specific needs and requirements.

Given the many advantages of hiring a call center services vendor, choosing one is a decision that shouldn’t be taken lightly. More than merely a vendor, they will be a key partner as you continue to elevate customer service throughout your organization. And what better way find out if they can handle the many needs of your business than with strategic and well-thought questions like these.

About VERVENT

At Vervent, we service billions in assets – across a variety of asset classes and product types – with precision and speed. We’ve spent years developing proven commercial leasing processes to handle the nuances of the accounting, reporting, collateral, insurance and tax components so you don’t have to.

To discuss how Vervent can help accelerate your business, please call 888.486.2509 or email us at Solutions@Vervent.com.

  • Business 2 Community. Retrieved from https://www.business2community.com/strategy/6-times-expensive-win-new-customer-retain-existing-one-01483871
  • Australian Government Business. Retrieved from https://www.business.gov.au/people/customers
  • Global Travel Assistant. Retrieved from http://www.globaltravelassistant.com/en/10-questions-to-ask-before-outsourcing-call-center-services/
  • Varo Healthcare. Retrieved from http://go.varohealthcare.com/blog/bid/307175/15-Questions-to-Ask-Before-Outsourcing-Call-Center-Services