When evaluating a provider of outsourced call centre services, there are a number of tough questions you should ask. These questions are designed to expose key issues about the organisation that will help you assess its experience, the quality of its approach and standard of its service.
One of the key decision points in deciding between outsourcing your call centre and building in-house is using the call centre as a catalyst for change in the organisation.
Alison Wright, Columnist, ITWeb
As with any partner evaluation, the first step is to establish a track record, especially in SA where the formal call centre outsourcing industry is a relatively recent development. Find out if the outsourced service provider is providing a similar service to other organisations.
Ask for reference customers or case studies that indicate the type and level of service that you expect from your partner. Take the time to go and talk to the service provider`s existing customers - you need an objective view of the service and it will be good insight into the business.
You could go one step further and make your own mystery calls. If the potential outsourced provider has an established client base, chances are you are a customer of one of its outsourced customers. Phone in and evaluate the service for yourself.
Be sure that the outsourced call centre provider will make the required effort to understand your business. Evaluate its approach to understanding your company`s culture and challenges. Also, establish if the organisation will be able to adapt its services to changes in your environment and therefore your requirements.
Catalyst for change
One of the key decision points in deciding between outsourcing your call centre and building in-house is using the call centre as a catalyst for change in the organisation. Often, building the facility in-house is seen as a way to spearhead the transition to a "service culture". If you outsource your call centre requirements, what role will the service provider play in assisting your organisation to make this change?
Ask the company about its technology. How core is it to its business and performance? What systems does it provide access to and how does it run its own business?
The call centre business is primarily about staff. Ask the service provider about its approach to recruiting and training quality staff. Does it focus on this as a key success factor of its business?
Meet its existing call centre agents and judge for yourself. Would your customers, when phoning in to the call centre, feel like they are speaking to your company and not to a bureau? Would you be comfortable having your customers phone the call centre? Again perhaps the best way to test this is to phone into the call centre yourself.
Perhaps the toughest question is: will the service provider measure your return on investment and how will it do this? Measurements are key in the call centre environment, but are dependent on how the call centre is set up. Technologies that enable measurement and processes that support these measurements must be implemented in the call centre in order for you to track performance.
(Tough questions sourced from Ken Wheeler, business development manager, Merchants SA)
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