Call Center Company: 8 Simple Questions You Must Ask - Taking You Forward, Inc. - ContactCenterWorld.com Blog
Once an SME business owner decides to outsource, they don’t just hire right away the first business process outsourcing provider or call center company that comes knocking. As a business owner poised to make a significant investment, you do your research first and then ask around. It’s expected that you’ll be talking to several providers before choosing your future partner. Now once you’ve gotten hold of these providers, or they you, what are the basic questions you must ask? Let’s simplify them into Who, What, Where, Why and How.
- Who are your clients?
If you can, talk to some of their present or previous clients or refer to their testimonials or reviews. Be fair by carefully weighing the positive and negative reviews you hear.
- Who are your workers? What are the qualifications and skills of your talent pool?
Ask for a little background on the people who will be handling interactions with your clients, especially financial transactions. Find out how the provider ensures their people are skilled and ready.
- What’s the history of your company?
It would be good to know the leadership that controls the company and influences the people, as well as the values they adhere to. Looking at the company’s history will also give you an idea how long they’ve been in business and if you can potentially establish a long-term relationship with them.
- What are your resources, infrastructure and security procedures for keeping our data safe?
Your BPO provider should be able to reassure you of the security of your company’s and your customers’ information. You can also assess how capable they are of meeting your business needs if they’re equipped with the resources and infrastructure needed to handle your business functions, particularly if you offer 24 hour service to your customers.
- Where are you located?
Get some information on the society and culture of the company. Can they adapt to your customers? You should also be aware of any legal policies in the provider’s location that might affect their or your business.
- Why should we choose you?
What can this provider offer you that’s better than other companies? Do they have a better payment scheme or a more customized approach? Can they assure return on your investment?
- How do you deal with performance issues?
The provider needs to have a system and programs for managing the performance of their employees and increasing productivity.
- How do you prepare for natural disasters or security concerns?
As much as possible, they should have a business continuity plan in place to ensure your business is not interrupted or at least, can resume normal operations sooner.
These are just the initial questions to ask BPO providers. Based on their answers to these questions, you can narrow your list to the top providers you’re considering.
As one of the fast-rising call center companies in the Philippines, Taking You Forward, Inc., is best able to provide high quality results to clients like you. Call us today and let’s discuss how a partnership with us can benefit you.
Publish Date: November 24, 2015 5:00 AM
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