5 Factors to Consider Before Picking an Outbound Call Center Service


Share on LinkedIn

Many businesses use outbound call center services in order to keep up with customer needs while still delivering an exceptional customer service experience.

Customer Service Loyalty

Photo by Tom Germeau

The primary reason why many still decide to outsource their outbound call center service? Cost Effectiveness.

Many tasks related to the day to day business operations can be handled efficiently through outbound call centers. The significant return on investment this affords many companies allows them to focus more resources toward sales and marketing, training and business development.

Amit Kachhawa, Director of Strategic Development at Etech Global Services, a leading contact center and technology solution provider with more than 2,700 employees in nine locations worldwide, recently shared with me some of their key factors to consider before selecting an outbound or outsourced call center service provider.

Etech understands the importance of customer relationships and is committed to making a remarkable difference for their clients. All of Etech’s solution strategies are driven by the ‘voice of the customer’.  Stringent QA processes ensure an ever-improving customer experience as well as ensuring the highest integrity and quality possible.

These differences allow Etech to provide innovative technology, industry-leading service, stellar CSAT scores, and high performing sales and service solutions that enable Etech’s clients to build stronger brands, strengthen customer relationships, and gain market share.

5 Factors to Consider Before Picking an Outbound Call Center Service

Although there are many benefits that can accrue over the long-term, it is wise to consider these key factors before opting for outbound call center services.

Experience in the industry

Outbound call center services feature one-to-one conversations with customers, which if not implemented with care and professionalism can create havoc for a business.

A long record of quality BPO service is essential when considering an outbound call center.

Infrastructure and facilities to render services

Outbound call center services should possess the necessary infrastructure and facilities for carrying out the business operations. This includes, excellent communication lines for telephones and internet connectivity, provision for data storage and backup, data mining facilities, exclusive data centers from where data can be restored in case of system crashes.

Above all, qualified and trained staff should be employed to handle these sophisticated systems for the benefit of customers.

Capable outbound managers

All business operations trickle down to one important aspect – efficient management. Outbound call center services require the presence and administration of capable managers who can take on any business challenge and convert them into successes.

Since the whole activity of outbound calling is customer oriented, managers need to have supervision over the quality of conversation that happens between call executives and customers on a regular basis. Assigning job responsibilities and managing employees to complete them within the timeframe is also the job of the management.

Appraisal of performance

The success of an outbound call center is dependent on its employees. Frequent appraisals of past services aid in improvement of present performance and enhanced customer satisfaction. Furthermore, due diligence should be practiced while recruiting staff for this delicate task.

Clients can also specify to outbound call center services, the minimum qualifications and past experience of employees to be assigned for their assignments.

Competitive rates of service

Every business makes efforts to ensure that any service offered by it are cost effective but does not compromise on quality standards. Similarly care should also be taken to ensure that the rates quoted by outbound call center services are well within the reasonable rates prevailing in the industry. But at the same time, you must ensure the services you get are of the highest quality for your business.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here