Let’s face it. Turning over your customer service or technical support to an outside company can be scary. You really need to know that your new call center will not only treat your customers very, very well, but that they will do so in a style that reflects your own company’s way of doing things. Yes, the Key Performance Indicators (KPIs) and the call monitoring will help ensure things proceed as they should. However, you ideally want to know that the new call center would truly care for you and your customers even if you never checked on them or followed up at all. Given how tight time and resources always are, even though finding the right call center is extremely important, sometimes you may just need to move quickly.
If that sounds like you, here are two ways to significantly increase your chances of finding a great call center, without expending any more resources than absolutely necessary:
1. See which outsourced call centers are caring for the companies you trust.
Which companies just seem to get customer service right in your industry? Call them and ask who their call center is. There’s no guarantee they’ll release that information; some companies see their call center as a competitive advantage. Others though will indeed let you know, and sometimes will even tell you what they really think of their call center. It doesn’t happen all the time. But sometimes, it does.
2. Listen carefully to the call centers that impress you.
Whereas in the first suggestion you’re calling top companies to ask about their call centers, this time you’ll be listening carefully whenever you deal with companies on your own. Listen critically as you deal with agents. Do they seem friendly, capable and well trained? Do they sound like a call center you’d like to represent your company? If so, ask whether they’re in-house or outsourced, and if the latter, find out more. Even if you’re not actively looking, this is a great way to start building up a knowledge of who is out there, and who would be a great fit for you and your customers.
Over the years, here at Tacamor we’ve been flattered to have our clients speak enthusiastically about us when asked, and to also have companies ask who we were because they were so impressed with what they heard. We can’t imagine a higher compliment for us, or a faster way for you to find a great outsourced call center when you really need the best!