Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

What to look for in a call center service? - Call Center Pros (Dominican Republic) - ContactCenterWorld.com Blog

What to look for in a call center service?

Call center services might seem similar on the surface, but the details of each company’s offerings can vary quite widely. Once you start asking specific questions, the differences among the companies will start to become more apparent. To find out which vendor is right for your business, here are a few questions to ask yourself and features to look for in a call center service.

1- Inbound and outbound services
A major function of call center services is to accept calls to answer customers’ questions about your business’s products or services. Call centers can often provide information or technical support, as well as take orders and process payments over the phone. Many will also dispatch calls to you in the event a customer needs to speak directly with someone inside the company. All of these services fall under the “inbound services” umbrella.

Some call centers also offer outbound services, which include lead generation, such as cold calling and survey-data compilation. These services can also include follow-ups with previous customers to ensure their satisfaction or to further encourage a successful conversion. Some call centers also conduct feedback surveys or engage in customer winback attempts when you’ve lost someone’s business. Traditionally, call centers were viewed as a necessary expense to preserve existing relationships, but
when you consider these additional functions, call centers can actually broaden your customer base, forge new relationships and bring in more money.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Not every business needs both inbound and outbound services, so consider your business’s requirements. Once you know exactly what you need, ask each call center service which inbound and outbound services it offers.

2- Dedicated and/or shared agents?
The best call center services offer both dedicated and shared agents. Dedicated agents are assigned only to your account, giving your company their full time and attention. This is best for those businesses with specific, detailed needs that demand familiarity and consistency from their agents.

For those companies with more general needs, however, a shared agent might be more appropriate. These agents handle multiple clients of the call center, including your company, and don’t necessarily answer your business’s calls 100 percent of the time. These services are often cheaper but effective for those companies that don’t require specified attention day in and day out.

3- Reporting
A call center will be dealing directly with your customers, meaning it could have a great influence on how they perceive your business. Reporting offers you a window into the day-to-day operations of the call center service you’ve hired.

4- What is the call center’s availability?
Another important question to ask is how often agents at the call center are available. Good services have 24/7/365 availability for your customers. Selecting a service that is always available and very reliable should be a major focus for your business.

5- What is my anticipated call volume per month?
Some call center services have minimum volume requirements. These services might not be suitable for a small company that doesn’t expect many customer service calls or doesn’t intend to make many outbound calls. However, for a larger company or one that relies heavily on phone contact with customers, these services might make more sense. Try to accurately gauge your call volume and estimate how many call center agents you might need before searching for a call center service. This is especially important for pricing, since some call centers charge for a package of minutes, rather than by the month.

6- How does a company handle outages?
Call centers are an integral component of many businesses. Downtime can seriously harm your business if your customers are unable to get through to the call center agents. That means you’ll want to partner with a call center that is dependable, with reliable redundancy and a solid disaster-recovery plan so that an outage doesn’t cripple your productivity.

7- Does the company offer multilingual services?
If your business needs to reach a bilingual or multilingual audience, you’ll want to partner with a call center that has fluent speakers on staff. Many call centers offer Spanish-speaking services, and others even offer a wide array of languages to choose from. If you’re in need of a multilingual service, be sure to ask up front which languages the call center can provide for you.

This guide will help you understand the variety of call center services available and determine which one is right for your business in 2018.

Source: http://callcenterpros.com/what-to-look-for-in-a-call-center-service/

Publish Date: July 13, 2018 5:00 AM


2021 Buyers Guide Surveys

 
1.) 
Nuxiba Technologies

Reminder
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
 



View more from Call Center Pros (Dominican Republic)

Recent Blog Posts:
How to Provide A Superior Customer Serving During the Holidays?December 17, 2018 5:00 AM
The 6 Top Qualities of a Successful Sales RepresentativeDecember 10, 2018 5:00 AM
The 5 Phrases Customers Hate and Love to HearDecember 3, 2018 5:00 AM
Building Customer Loyalty: The Most Important Thing for Your BusinessNovember 26, 2018 5:00 AM
Upset Customers: 4 Tips to Calm and Keep CalmNovember 19, 2018 5:00 AM
The Individualization of the Customer ExperienceNovember 12, 2018 5:00 AM
Business Process Outsourcing: An Important Development LeverOctober 29, 2018 5:00 AM
How to Say No to A Customer: Difficult but IndispensableOctober 22, 2018 5:00 AM
Virtual Assistants: What Are the Advantages for Companies?October 15, 2018 5:00 AM
Empathy: A Vital Quality for Customer Service AgentsOctober 8, 2018 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =