Success in
business is a result of different factors. Dynamics like cost, quality and
customer service play a major role in deciding whether your product/service
will be a success or not. However, there is one factor that not many are aware
of, which is known to drive sales upwards and profits skywards. This hidden
factor that influences customer decisions without them even knowing it
is…Surprise! Surprise! Their very own ignorance.
However,
with passing time and easy accessibility of knowledge via the Internet, we are
seeing customer ignorance fade quite rapidly. But, there are still times when
companies that reap rewards because of this ignorance fail to realize this
fact. They credit their success to their very own ingenuity and hard work.
For
example, a company in the US making profits through their product will start
suffering losses if/when their customers come to know about a better product
imported from Mexico sold at a lower price. And, given the proliferation of the
Internet, it is expected that it won’t take long.
Call Centers to the Rescue
Although
this threat of newfound customer knowledge via the Internet is real, its
severity can be lessened considerably by building better bonds with customers.
Once you have built a good bond, customer will think twice before moving over
to a new supplier for product/services.
Nothing
short of exceptional call center services is required if you really want to
cement a worthwhile relationship with your customers. In case, you do not have
in-house resources that are capable of making the customer feel special on
every call, it is best to use call center outsourcing solutions provided by
competent vendors in the market.
How to Find Exceptional Call Center Outsourcing Solutions for Your
Business?
Making use
of call center outsourcing solutions is a common
trend nowadays. Almost all major international companies are involved in
outsourcing their business, but not all know how important this selection is.
You need to be very cautious and choose your vendor wisely to ensure success.
Below are some points that you should definitely focus on:
1. Importance of KPIs for the vendor – A vendor
that is careless about KPIs will never be able to separate good agents from the
bad. Due to this ignorance, your customers will have to face agents that are
not good at their job. Always ensure that the outsourced call center solutions provider gives special attention
to KPIs.
2. QA – Quality Assurance (QA) is essential to maintain the standards
in a call center operation. Question your vendor about his QA process and
confirm if it includes regular monitoring of calls, identification of agent
flaws (e.g. call opening, hold protocol etc.) and ad hoc training sessions (to
fix agent errors). Only when you are absolutely satisfied, you should outsource
your work to the vendor. Also, you should take part in the QA activity or
delegate someone from your own company, at least initially, to ensure the
correct enforcement of QA.
Quality
of management –
Agents come and go in a call center, however, managers are the ones that stay
for longer and decide the fate of an operation. Always analyze the capability
of managers by checking their track record and also interview them personally.
A call center outsourcing solutions
with better managers should always get your vote.
Comments
Post a Comment