Locating and choosing the proper vendor for your call center demands knowledge. You need to know what you need from your vendor and you need to know what your ideal vendor can provide. Consider the following 10 points:
[step_graphics style=”5″ color=”#c52020″][step style=”5″ text=”1″ headline=”Experts.”]%3Cp%3ECall%20into%20your%20vendor%20candidate%E2%80%99s%20center.%20%20Does%20the%20agent%20handling%20your%20call%20sound%20like%20the%20kind%20of%20agent%20you%20desire%20to%20be%20handling%20your%20inbound%20calls%3F%20%20If%20you%20need%20outbound%20service%2C%20go%20through%20the%20effort%20to%20setup%20a%20scenario%20if%20you%20can.%20%20Don%E2%80%99t%20forget%20about%20the%20supervisors%20and%20managers.%20%20Speak%20to%20them%3B%20test%20their%20knowledge%20and%20management%20skills%2C%20especially%20on%20your%20site%20visit.%20%20Testing%20the%20metal%20of%20your%20potential%20vendor%20is%20critical%20to%20having%20expert%20agents%20on%20your%20calls.%3C%2Fp%3E%0A[/step][step style=”5″ text=”2″ headline=”Reporting.”]%3Cp%3EAbandoned%20call%20and%20wait%20time%20reporting%20is%20important%20for%20inbound%20call%20handling.%20%20Ask%20to%20acquire%20the%20reports.%20%20If%20you%20need%20inbound%20call%20handling%20service%2C%20ask%20for%20reporting%20on%20%E2%80%9Cno%E2%80%9D%20responses%20and%20unreachables.%3C%2Fp%3E%0A[/step][step style=”5″ text=”3″ headline=”Work%20Experience.%20″]%3Cp%3EHave%20they%20done%20the%20kind%20of%20work%20you%E2%80%99re%20asking%20them%20to%20do%3F%20%20Do%20you%20need%20inbound%20call%20volume%20help%2C%20but%20they%20only%20handle%20outbound%3F%20%20Or%2C%20do%20you%20have%20a%20sophisticated%20sales%20script%20and%20your%20vendor%20candidate%20only%20supports%20with%20customer%20service%3F%20%20Ask%20work%20history%20questions%20relative%20to%20your%20needs.%3C%2Fp%3E%0A[/step][step style=”5″ text=”4″ headline=”Escalation.”]%3Cp%3EWhat%20protocols%20are%20in%20place%20for%20problem%20resolution%3F%20%20Do%20you%20have%20a%20clear%20hierarchy%20of%20customer%20service%20support%20with%20whom%20you%20can%20appeal%3F%20%20What%20is%20your%20recourse%20when%20immediate%20action%20is%20required%20and%20compliance%20with%20your%20contact%20is%20questionable%3F%20%20These%20are%20just%20a%20few%20questions%20that%20come%20to%20mind%20when%20you%20are%20in%20a%20position%20to%20escalate%20a%20complaint.%3C%2Fp%3E%0A[/step][step style=”5″ text=”5″ headline=”Training%20Program.”]%3Cp%3ETraining%20agents%20to%20do%20their%20jobs%20well%20is%20a%20baseline%20requirement%20for%20a%20successful%20vendor%20candidate.%20Moreover%2C%20ask%20pointed%20questions%20about%20how%20the%20site%20supervisor%20intends%20to%20train%20his%20or%20her%20agents%20on%20your%20business.%20%20Insist%20that%20the%20vendor%20candidate%20who%20wins%20your%20business%20is%20maintaining%20a%20concurrent%2C%20comprehensive%20training%20program%20for%20all%20agents%2C%20new%20and%20existing%20alike.%3C%2Fp%3E%0A[/step][step style=”5″ text=”6″ headline=”Staffing.”]%3Cp%3EKnowing%20the%20agent%20turnover%20of%20your%20vendor%20candidate%20is%20important%2C%20especially%20if%20you%20are%20asking%20them%20to%20handle%20complex%20selling.%20%20If%20not%2C%20a%20high%20turnover%20rate%20of%20agents%20might%20not%20be%20problematic.%3C%2Fp%3E%0A[/step][step style=”5″ text=”7″ headline=”Contracting.%20″]%3Cp%3EAlthough%20vendor%20contracts%20could%20be%20the%20subject%20of%20an%20entire%20article%2C%20and%20perhaps%20even%20a%20book%2C%20there%20are%20a%20few%20basics.%20Is%20their%20contract%20reasonable%3F%20Can%20you%20work%20in%20elements%20that%20protect%20your%20interests%2C%20such%20as%20wait%20times%20and%20abandon%20rates%3F%20Is%20there%20a%20way%20to%20exit%20the%20relationship%20before%20the%20next%20renewal%20if%20things%20aren’t%20working%20out%3F%3C%2Fp%3E%0A[/step][step style=”5″ text=”8″ headline=”Technology.”]%3Cp%3EAgents%20provide%20more%20value%20than%20technology.%20However%2C%20some%20essentials%20are%20required%20such%20as%2C%20an%20ACD%20for%20inbound%20call%20handling.%20%20Other%20essentials%20are%20email%20capability%20and%20the%20increasing%20demand%20for%20social%20media%20interaction.%20%20Automated%20dialing%20for%20outbound%20call%20handling%20is%20paramount.%20%20Call%20monitoring%20and%20reporting%20is%20a%20reasonable%20expectation%20of%20the%20vendor%20candidate.%3C%2Fp%3E%0A[/step][step style=”5″ text=”9″ headline=”References.”]%3Cp%3EWhen%20you%20are%20serious%20about%20an%20individual%20candidate%2C%20you%20do%20your%20do%20diligence%20and%20follow%20up%20with%20calling%20the%20candidate%E2%80%99s%20references.%20%20Do%20the%20same%20here.%20%20Ask%20for%20references%20from%20your%20vendor%20candidate%20and%20call%20them.%20%20Interview%20them%20as%20you%20would%20any%20individual.%20%20Don%E2%80%99t%20be%20shy%3B%20ask%20the%20tough%20questions.%20%20%E2%80%9CWould%20you%20recommend%20them%3F%E2%80%9D%20%20Be%20direct.%20%20It%E2%80%99s%20your%20business.%3C%2Fp%3E%0A[/step][step style=”5″ text=”10″ headline=”Cost.%20″]%3Cp%3EDetermining%20the%20best%20value%20for%20your%20money%20requires%20an%20overall%20consideration%20to%20your%20investment.%20%20You%20must%20be%20content%20with%20the%20quality%20of%20the%20service%20matched%20with%20the%20price.%20%20The%20structure%20of%20the%20deal%20will%20determine%20if%20the%20price%20per%20call%20is%20right%2C%20depending%20on%20any%20backend%20incentives%20that%20might%20be%20offered%20for%20a%20given%20volume%20of%20sales.%20%20The%20point%20is%3A%20make%20sure%20you%20understand%20how%20the%20deal%20works%20exactly%20before%20you%20sign%20it.%3C%2Fp%3E%0A[/step][/step_graphics]
The search process for the partnering with the right vendor for outsourcing your call volume can be a tedious one. Take the time to do it well. Make yourself a list of what is important to you in a call center. In fact, pull out your own goals and objectives for your own center. Chances are you want to find a vendor who has similar ideals as you do for your call volume.
[feature_box style=”31″ title=”Front-Line%20Performance%20Leadership” alignment=”center”]
Call center performance management is achieved by providing your front-line leaders with the tools and know-how on driving your call center performance. You are only as strong as your weakest link. There are 15 modules in this leadership development tool to build and strengthen all of the links in your call center. Take action to at least learn more.
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To Your Success,