photo © 2007 Simon ‘Kelp’ Keeping | more info (via: Wylio)
Few business decisions have as much potential to revitalize your customers’ impression of your company as choosing a call center. A great call center can quickly transform the way people think about you and your products, helping them resolve difficulties and allowing you to build brand loyalty. With so many surveys showing customer service to be even more important than price for consumers and especially businesses, you need the right call center on your side.
However, choosing the best one for you and your customers can be a real challenge. There is a dizzying mix of options available today. Do you need an in-house or outsourced call center? Inbound or outbound? Offshore or nearshore? Shared or dedicated? And once you’ve determined the type that works best for you, how do you decide which of two seemingly identical centers will be the right fit for you?
Good questions. We’ll explore the more detailed elements in another post, but first let’s make sure the basic terms are clearly understood. It’s time for some good answers…