Group O Blog

A recent survey conducted by Microsoft for its Global Customer Service Report showed that more than half of businesses interviewed say they have dropped a provider due to poor customer service. That’s why it’s critically important to deliver world-class customer service in your call center. Often, outsourcing this high-value work helps deliver better results that meet client expectations. Choosing a firm with extensive, documented call center excellence means your customers will work with experienced, highly trained agents while your in-house employees focus on other tasks.

But how do you find the right call center support company? What differentiates good from bad in that sector? Here are six things to look for:  

1. Availability

The first step is to determine whether you need 24/7 coverage or if your call center needs fall during regular business hours. Different call center companies offer different hour availabilities. If your business only receives calls from clients during regular business hours, you can work with any call center company that meets your requirements.

However, if you offer services requiring round-the-clock customer service, you will want to choose a company that has agents working 24-hours a day. You should also check the availability of the company during holidays and weekends. If your business operates during holidays, hire a call center service available during such days.

2. Level of Reporting

A quality call center firm will have robust reporting. Tracking data and customer satisfaction is necessary to deliver top notch service, and the company you choose should be able to provide detailed reports for analysis.

Ensure you choose a firm that will offer you adequate and relevant information. This includes data analytics, recorded audio, details of clients, and the most-asked queries. A detailed report will provide you with enough data to make meaningful changes in your business.

3. Inbound and Outbound Services

You need to find out whether a call center offers inbound or outbound call services or both. If your company always makes calls to customers, such as cold calling, you should work with an outbound call center.

However, if your customers always call you for inquiries, hire an inbound one. A center that offers both services is more likely to offer a better customer experience.

4. Cybersecurity

Your call center partner will have access to crucial data, including client information and sensitive documents. That means it’s imperative to look at the security measures it has in place to protect this data. This should include an advanced firewall, updated computer programs, threat detection software, and strong passwords.

5. Volume of Work

Knowing the volume of work you require will help you determine the best call center provider. If you run an established business, one that makes or receives many calls in a month, work with a company that can satisfy your needs.

6. Multilingual Services

For businesses looking to expand into global markets or one that already offers products or services beyond the United States, make sure you partner with a call center that has multilingual agents. For instance, if you have branches in China, India, and Japan, you should choose a company with agents who can speak these languages.

However, if a company checks all the boxes in your list but doesn't offer one of the languages, you don't necessarily have to disqualify it. It might be hard to find a call center that has agents who can speak nearly all languages. You can ask the company to find an agent who knows your language of interest while you continue to evaluate their services.

Outsourcing Call Center Services

Keep these factors in mind when you want to hire call center support. Group O prides itself on offering a wide range of call center services, from modest 10-seat operations to large, sophisticated international companies. If you are looking to outsource call center services, explore Group O’s options.