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How do I get the best inbound call center for me?

It is important to know not only the volume of calls you will be receiving, but the type of calls you will be receiving as well.  Look for an outbound call center that specializes in the area of service you are looking for.  Although there are consolidated call centers that perform a multitude of inbound call center duties, make sure that they are really the best deal—not just the lowest cost.  If you are paying less money for service that dissatisfies and drives away your customers, a “cheaper” choice could be costing you more in the long run.

 

You should consider the following factors when choosing an inbound call center:

 

Experience.  It is often a better bet to work with a company that has viable experience in the type of call management you are looking for.  They can use their experience to reduce the time and energy spent on your account while getting the same, or better, results.  Another benefit of experience is that you will have a much longer—and therefore, more meaningful—track record to examine.  Does this inbound call center meet its test goals?  Follow service protocol?  Have good references?  If an inbound call center has records, chances are that these questions are fairly easy to answer.

 

Service.  The customer service representatives (CSRs) that the inbound call center employs will be the voice of your company when talking to consumers.  Make sure that you like and respect the hiring practices, office environment, and caliber of people the inbound call center hires.  A good indication of employee value (and in turn call center value) is the employee turnover rate.  The longer a CSR stays with the company, the better trained, more effective, and more satisfied she or he is likely to be.  Look for turnover rates below 30%. 

 

Price.  The pricing difference between inbound call centers can be due to call center size, location and competition.  When comparing the prices of one vendor to another, make sure the rates you are comparing are consistent.  An apples and oranges comparison of per-minute charges and monthly charges will get you nowhere.  Instead, look at each center’s pricing of per-minute time, per dedicated representative fee, or their monthly minimums. 

Also, don’t forget to include the “hidden” charges for training, script development, set-up and travel that your company may have to pay.

Technology.  It is important to ask about the technology that a call center uses.  If your business uses contact-management software, see if the inbound call center you are considering uses the same kind, which would allow for seamless transference of data.  This could mean quicker communication and a better understanding between your company and the call center.

If your business uses email, text or instant messaging to take orders or to communicate with customers, make sure that the call center you are considering is able to accommodate you.  While not all call centers offer the option of alternative media communication, as the technology gains popularity it is becoming more common.

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