Outsourcing your incoming calls to a call center service is a very important business decision. Call center service personnel are the primary point of contact for the majority of your customers. The right service partner can significantly influence people's perception of your business, positively influence your brand and customer satisfaction.

Here are the top ten factors to consider before hiring a call center service:

1. Experience and Background: Experienced suppliers have a good knowledge of the industry, potential problems and the ability to resolve them. Find a supplier with experience in your industry and an excellent reputation in the market. Ask the supplier for references and call them to find out if they are satisfied with the service.

2. Price: Prices are based on actual usage. Receive offers from various providers that provide details on basic call charges, training, and setup. Don't fall in love with ultra-low-cost providers unless they offer great service. Poor quality service at an affordable price can lead to loss of customers and brand value.

3. Location: Ask the call center service provider for the location of the call center that will handle your calls. Many providers can send calls to multiple locations - abroad and in your country. Make sure that such an agreement meets the needs of your business.

4. Infrastructure: the efficiency of a service depends on its infrastructure. Ask your call center service providers about their phone systems, computers, and software.

5. Customer service representatives: find out about training, English skills, attitudes of customer service representatives and turnover of customer service representatives. Do not select a service if the average length of employment for an employee is less than one year.

6. Reports: Detailed and accurate reports are essential to assess the performance of the call center service. If the final reports are not enough, ask your supplier to provide raw data to facilitate your own analysis. Call length, unit calls, total revenue, average response speed, and call handling time are some of the metrics you should use to measure service performance.

7. Call monitoring: Your call center service provider must allow you to monitor calls to assess their effectiveness. Ask the provider to allow you to intercept certain live calls from time to time using remote monitoring.

8. Call volume: In order to ensure the most efficient business relationship with the supplier, your call volume must represent at least 5% of the supplier's call volume.

9. Special Requirements: Your service provider must have the appropriate resources to meet all of your scripting and training requirements. The supplier must also meet other specific requirements, for example B. 24/7 assistance or several languages.

10. Account manager: The account manager responsible for your business must have a good understanding of your business and relevant experience.

Hiring a call center service for your business is an important decision. If done correctly, it can lead to productive partnership, lower costs and better profitability.