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5 Key Characteristics to Look for in a Call Center Partner - The Connection - Blog

5 Key Characteristics to Look for in a Call Center Partner

Trusting another company to communicate with your customers is a big deal. It is one reason some companies hesitate to outsource their call center operations. But, you can do it! The key to success in finding a call center partner you can trust is all in the word “partner.” It takes a special relationship to grow sales and brand loyalty. And, frankly, not all call centers are up to it.

How can you tell a potential partner from just another vendor/supplier? Look for people you like because (hopefully) you will be working with them for a long time. And look for these five must-have traits, too.

Executive Team Engagement

Leadership sets the tone. If top execs are not actively engaged in their day-to-day business, you can bet they will not be actively engaged in your success, either. You will know you have found your true partner when, from the executive team on down, they are excited to roll up their sleeves and actively work with you to continuously improve. Why? When your business grows, so does theirs!

(P.S. They will be most effectively engaged if they understand your business and marketplace challenges. So take note of the executives who are inquisitive and interested in your business affairs.)

Compatible Philosophy

Culture shock does not bode well for a long-term relationship. A partner that has a similar “worldview” when it comes to things like ethics and employee relations will relate more easily to your company. After all, their people have to reflect your voice and personality to customers.

A call center that treats their people well usually has a low turnover rate. But the best way to get a sense of who they are is to visit in person and meet their people. Is this the team you want your customers to meet?

Quality Training Staff

Who is training their agents? You want a call center partner that makes training a top priority, with staff who can develop as well as deliver pertinent curriculum — successfully. Agents have to be good at the functional side of their job, but your customers expect them to know your products and policies inside and out. Do agents get ongoing training? How are they monitored for accuracy and attitude?

Insight Into Your “Agent Profile”

Not every agent is a great match for your company or your customers. You need a partner that gets that! One that employs people who have the right skills and demeanor to handle your customer care contacts. No skimping here because your company will live or die based on customer satisfaction with their call resolution and overall experience.


A call center that cannot deliver speedy, seamless service to customers across multiple contact channels is out of date — or getting there! It takes the right technology as well as the right people to impress your customers.

Does your potential partner record and live-monitor calls? Use speech analytics and virtual queuing? Chatbots or other self-service options? What KPIs and metrics do they use to measure their performance? More on point: can they still make the grade if your KPIs and metrics are different, or higher? Most important: do they have the infrastructure (and commitment) to flex and grow as your company grows and your needs change?

It Takes a Total Package

Look for a call center that is engaged from the top down, has a compatible management philosophy, emphasizes quality training, matches agents to your customers, and backs it up with technology and analytical tools that assure effectiveness. That company will be a partner, not just another supplier.

At The Connection®, we pride ourself on our ability to fit the mold of your company, while giving you access to the newest technology and our top management to ensure that you get the absolute most out of our services. Contact us for more information!


Publish Date: August 7, 2018

2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

View more from The Connection

Recent Blog Posts:
Healthcare Call Center Best Practices: Work with a Qualified Call CenterMarch 12, 2020
Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020
Customer Service Trends to Look Out for in 2020January 16, 2020
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019
How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019
Call Center Training Tips for Managing New HiresMarch 7, 2019

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