I would like to share the three things that I look for when I am speaking with my customers. The first is complexity, understand the level of complexity that you currently have within your call center, and what level is likely to be there in the future. So what databases and what systems do you need to integrate? Are you currently screen popping? How complex is the call flow in terms of the transactions that you are currently dealing with? What is your LAN WAN infrastructure? So overall, try to describe to your service provider the level of complexity.
The second area is skill sets. What I am referring to is the capability and skill sets of the people within the call center. For example, are your agents’ computer illiterate? Do you have people on site that are able to make changes to call flows? Basically, understand what you have within your environment. This may help you make the decision of whether or not to have the equipment on site, or buy a host service provider.
The third thing is your financial model. You should have an understanding financially of how you want to approach the purchase. Would you prefer an outright capital expenditure, or more of a monthly rental? Talk to your service provider upfront and try to figure out what services are available to you. -Suzette Bouzane Meadows - Head Of Contact Centre Solutions, Kingston Communications