8 Tips to Help You Choose the Right Customer Service Call Center
One of the best investments you can ever make for your business is in a customer service call center.
As your client count continues to rise, you’ll soon realize your necessity for more manpower in order to maintain a reputation for excellent customer service.
A customer service call center is able to provide more than a human voice to your customers. You’re able to obtain much-needed company feedback, perform surveys, and point your consumers in the right direction.
But how do you know which call center to choose?
Here Are 8 Helpful Tips When Choosing the Right Customer Service Call Center
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Have A Game Plan When Choosing a Customer Service Call Center
Before you begin looking for a customer service center to help alleviate your workload, it’s important to have a game plan in place.
Ask yourself these simple questions:
- Do I need a 24-hour service?
- How much am I willing to pay?
- Is this going to be seasonal?
Because different service call centers offer different thing, including hours – be sure to organize a budget and a plan so you’re able to walk away with what you need.
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Network, Network, Network
If you’re a flourishing business owner you already know how huge networking is for your business.
Networking not only allows you to meet like-minded business owners but receive honest feedback on services rendered.
As you build business relationships, you would be able to speak with clients and get a feel for how it is to do business with the certain call center.
At the end of the day, the call center’s track record is going to mean everything. Because they are going to serve as a liaison between your product and customer, you want to make sure the customer service call center you choose will represent you well.
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In-Sourcing Vs Out-Sourcing
In most cases, outsourcing call center representatives will save you a huge amount when it comes to budgeting.
But even though it’ll save you some money in the long run, you have to be certain that you choose the right people to handle the workload.
Because customers sometimes get leary of strong accents and uncertain customer service agents – choosing to outsource can sometimes hurt your company in the long run.
Be sure that your selected call center meets both your requirements and need of your customers.
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Social Media Integration
It’s no secret. The way society is headed, social media will soon be the prime source of communication. From time we wake up to the time we go to sleep, social media has essentially become a part of our everyday lives.
So, as you can imagine, platforms like Twitter and Facebook have become one of the primary go-to’s when it comes to venting and/or congratulating a company about its product.
Choosing a call center that incorporates social media integration is the future. With this kind of service, you’ll be able to visit the drawing board and figure out what’s working and what’s not.
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Strategize Your Location
According to Site Selection Group, the top 3 most saturated call center areas include:
- Tampa, Fl
- Phoenix, Az
- Salt Lake City, UT
There’s no coincidence that these are some of the cities with the most moderate climates.
You want to make sure that the call center you choose isn’t in an area with the temperamental weather. Even though it might be presented to you as more economical for your budget – consider the site closures that are associated with this kind of weather.
In addition, make sure that the customer call center fits your clients.
For example, if your demographic is mainly from Latin America, be sure to find a call center that also has a large bilingual base. Leverage your call center to appeal to your customers in order to avoid any future dilemmas.
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Don’t Forget To Implement Correct Security Measures
When choosing a customer service call center, it’s important to take every minute detail into consideration- security included.
Not only is physical security important to your employees, but cybersecurity as well.
According to the ID Theft Center
Choosing a call center that has strict security measures not only puts your mind to ease but ensures your customers that their data and personal information is safe.
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Look Into Getting A Virtual Receptionist
It shouldn’t come as a surprise that the world is leaning more towards technology. So, one of the best investments you can make for your business is hiring a virtual receptionist.
Companies like AnswerFirst are made to help business owners like you achieve the ultimate call center experience. Because they only hire US-based agents and offer after hour/offer flow assistance – they guarantee to offer superior service for all of your customers.
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Know What You’re Paying For
Sounds easy right? But the more you’re informed about what you’re going to be paying for – the least likely it is for future surprises.
Before signing your name on a contract, be sure to clarify details like hold time costs and if they are going to charge per minute or per second. Also, be assured that they won’t be a shift differential charge for after hour services.
Our suggestion? Go to the meetings with a set budget. Figure out what you can and cannot go without so that even when something extra is offered- you have already laid down the foundation for your expenses.
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