Here are some tips or parameters on which to gauge if the outsourced call center is an effective one.
A centralized and regulated workspace
Call centers usually have a centralized work environment but at this time of the pandemic, many have to work from home which may be a complicated situation. A centralized workspace allows manageability.
The monitoring and managing of telesales agents who do most of the work are best done when they are all in one station where the process can be regulated. When performance declines, team leaders or supervisors can immediately remedy the situation. Another reason that is important to consider, is that when team members are with each other, motivating and encouraging each other is easier. A feeling of belonging-ness especially those working on graveyard shifts is very important.
Equipment needed for the work may not be possible if an individual is working alone at home. There is also internet connectivity to be considered since most call centers have high-powered and high-speed connections. They also have technical and programmer support.
A centralized and regulated work environment will boost the management of resources and bring better performance for each individual.
Support and trained staff
Call centers hire people who have a good command of English. Other requisites are some academic background. However, for call center management like team leaders and supervisors, proper training and academic degrees may be required.
Clients are assured that the training for the work on hand is made thoroughly. Full details of the service or product that they will be handling are given in detail. The agents are given customized scripts to support their knowledge. They are trained on rapport and etiquette. Lastly, they are trained on how to handle client calls, especially callers who may be bullies or abusive.
Good management of call center staff
Every business relies on good management and a call center is no exception. The outsourced call center or BPO that is hired should be able to show that they have capable professionals as team leaders.
Supervisors are responsible for the performance of the team. If the team members under perform then definitely there is something wrong. The supervisors are answerable to the BPO and the BPO is answerable to you.
When you notice improper practices, work will be in chaos which is going to have a negative effect on the business. Observe the management and processes of the call center to know whether it is a successful one or not.
Stable connectivity and high technology equipment
Reliability is a game-changer in the BPO and call center arena. These call centers must ensure reliability on their people and technology. The setup must be standard to allow smooth operations with the best equipment.
The software used should be stable and the calling equipment functioning. Agents should have comfortable work areas including headsets and chairs. A good internet connection is a must to have a smooth, uninterrupted working condition.
The BPO maintains a steady connection with clients
A good outsourced call center service will routinely report work updates to their clients even if the report is a negative one. Open and steady communication is always available between the client and the BPO. Project management tools and CRMs may be in place to allow information as needed.
This shows that the outsourced call center is a professional and credible one and that it can lead to the client’s business success.
