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Call Center Outsourcing Provider Selection Checklist

TMCnews Featured Article

July 21, 2011

Call Center Outsourcing Provider Selection Checklist

By David Sims, TMCnet Contributing Editor

New York’s dBusiness News website has a useful list of points to keep in mind when looking for a call center outsourcing provider.

“Do they have the right technology?” This means financial soundness and the correct technology, as well as the ability, experience and institutional stability you’d expect from somebody you’re going to trust with such an important part of your business. As the article suggests, this should really be your starting point, not a later consideration: If a possible vendor fails this test that’s all you need to know about them, better find it out earlier than later.

“Are they helpful?” Don’t underestimate this one – especially for a call center, whose entire mission is to be helpful. As the article observes, if it is not helpful to you, chances are that it won’t be of much help to your clients either. How do you determine their level of helpfulness? As the article sates, check their management operations and talk to them to find out if they actually understand the nature of your business.

“Who is recommending them?” Again, don’t underestimate this one and don’t shirk this step as busywork or time-wasting. As the article says, when you talk to any VoIP providers, of course they’ll say they’re the best thing in the world, and of course you know what that’s worth. Get a much clearer picture by asking them for some recommendations. Yes, they’ll give you clients they know will give them a good word, but the key is to look for ones that are in roughly the same line of work that you are.

“What is their culture?” Visit the call center, look at the people working there – “are they smiling and relaxed? Or tensed and rushing? If the employees seem happy and helpful, this would be a good sign.” You do know, of course, that happy, satisfied employees are the #1 factor in happy, satisfied customers.

And as the article says, once you put potential vendors through these paces, you will “have a really thin list of VoIP call center companies. There will most probably be just one company that would satisfy all these criteria. Hire them.”

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jamie Epstein

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