photo © 2008 Nathan | more info (via: Wylio)
The first steps in choosing a call center required you to understand what type of center you need. Once you’ve figured that much out, you can start looking around for specific companies who can deliver what you want. But how do you compare them to determine the best fit? Price is of course important. It always is. But so is the relationship between them and your team… and your clients. Your call center will be your company’s personality to your clients, and you will also be dealing with the management team there on a very regular basis. This is where issues such as language and culture become major considerations. If you sense problems during this initial exploratory phase, it’s a good indicator that you’ll be seeing more problems as the relationship ages. So make sure you have a very nice fit.
Beyond these general factors, you’ll need to compare the actual work quality of competing call centers. Their Key Performance Indicators (KPIs) — also known as Performance Metrics — will tell you how well they perform day in and day out. It’s important not to put too much reliance on these, as we’ll mention later. But for now, let’s take a look at a few of the most widely watched KPIs. [Read more...]