Skip to main content

The Biggest Reason Why Some Call Centers Succeed and Some Don’t


Call centers have remained an integral part of business operations for almost half-a-century. With time, their roles have changed considerably. From being the mere face of a business operation, call centers have now become niche-oriented and deal in specific services e.g. order processing, customer care, technical support, etc. Moreover, the focus of a call center operation has also shifted from being product-centric to customer-centric.

Why Certain Call Centers Fail in Delivering?
The call centers that still operate according to past principles often fail in delivering up to the expectations. Although being product-centric is a good thing (as seen in the past), it does not hold ground anymore in the current scheme of things. The customers of today are finicky and ready to drop any product from their carts at the first glimpse of bad service. So, having a customer-centric approach is the way to go for any call center that wants to be successful.
Running an In-House Call Center vs. Partnering with a Call Center Outsourcing Company
While it’s easy to enforce your own vision on your in-house call center, it comes with multiple overheads in terms of property acquisition, infrastructure procurement and payroll hiring. On the other hand, partnership with a call center outsourcing company removes the need for large investments. It also prevents you from losing focus on your core process as all customer-facing tasks are delegated to the outsourcing vendor.
Both options with regards to call center (in-house or outsourced) have their own pros and cons. But if you can find a call center outsourcing services provider that is competent and understands the present-day requirements, outsourcing becomes a lucrative prospect.
How to Scan Call Center Outsourcing Companies and Find the Best Ones?
Scanning call center outsourcing companies can be a tough task if you don’t know what you are looking for. Below are some important characteristics of a competent call center outsourcing company that can make your search easy:
1.      Training structure: When it comes to call centers, training of employees is probably the most important thing that one needs to consider. Unlike other industries where professionals employed are graduated in their particular skill, call center employees are like blank slates that need to be filled with process knowledge. Visiting the office premises of your vendor and looking at their training capabilities should be your first step.
2.      Experience in your domain: Experience and reputation in the industry are crucial for process stability. A reputed call center outsourcing company will keep your customers’ information safe, which is extremely important. Moreover, they will provide you necessary insights with respect to your product and customers, which can go a long way in enhancing the quality of a business operation
3.      Software solutions used: Modern-day call centers thrive on cutting-edge software solutions like CRM and call center software. Learn about the software solution that your future partner will be using and then analyze it yourself by reading reviews about it. Only when you are absolutely convinced about the efficacy of the software, you should sign on the dotted line.

Labels:

Comments

Post a Comment

Popular posts from this blog

Services Provided by Inbound Call Centers

  Many big companies worldwide outsource their call center services to call centers in India. There are many advantages which  Inbound call center service  which are not provided by call centers of other countries. India has effectively met the international demand of call center services by offering them customized services as per their requirements. Indian call centres provide inbound as well as outbound services. The former includes customer services, order fulfillment & technical support, sales and answering services. The Answering services may be medical answering, product information request, phone answering, 800 numbers answering, etc. All these facilitates the outsourcing organization to concentrate more on their hard core business operation while the phone calls are being handled by customer care executives working at call centers in India. Customer Care Service by Call Center in India It is essential that the old customers of any business organization are highly satisfied
6 comments
Read more

Tips to Find Best Call Center Outsourcing Company for Your Business

In the recent times, call center outsourcing has developed into a major phenomenon employed by many organizations for enhancing their business operations. Financially rewarding and hassle-free, outsourcing allows a company to move their calling and Back Office Service   operations outside their premises. If you are contemplating about outsourcing your customer service operations but are unsure about it, then have a look at some of its major benefits, which may help you make your decision: 1.       Financial Rewards – Offshore outsourcing provides you tremendous financial benefits. To make the most out of your outsourcing endeavors, always select a country with an inferior currency value to maximize the financial returns. You will get a workforce capable of doing the same task at considerably low remuneration, which will help you grow financially. 2.       No Burden of Creating or Managing Infrastructure – Building and managing an infrastructure can be a major burden for
3 comments
Read more

A complete guide to call center outsourcing service

  The concept of outsourcing is confusing. Some business owners are wary of the consequences, while others use it to their advantage. Whatever one's viewpoint, statistics show that the importance and popularity of contact center services are growing every day. This is because outsourcing is a business strategy that helps you save money on operations and helps you build a strong brand image for your firm. However, there are times when business owners have less-than-satisfactory experiences with outsourcing. 90% of these situations happen due to a company's poor outsourcing partner selection. So, this article will provide you with a comprehensive image if you've had a bad outsourcing experience or are concerned about what a buddy mentioned about call center services. Why, What, and How Should You Outsource Your Call Center? It might be challenging to decide whether or not to hire a call centre. We'll walk you through all you need to know in order to make the best decisio
3 comments
Read more