If you’re familiar with the online workplace, it is likely you’ve heard about Upwork – the number one (in terms of size) freelance site. This freelance site recently pointed out that “demand for help desk experts has consistently been on the rise”. What do you garner from this? It simply means that businesses are seeing great results as they outsource call centers, leading to increased demand for this service.
However, don’t just rush out and blindly hire a call center service provider. You should pay attention to some identified qualities that will lead to success when you hire a call center expert;
Quality #1: Experience is Key
It doesn’t matter how long and detailed the potential candidate’s profile and CV is, don’t be in a hurry to hire if there’s no proof of experience. How do you know if the prospect is experienced? Look out for the various businesses/companies they’ve offered call center service to, including the period of time the contract started.
It will even be better to request the contact information of the previous client so that you can confirm the claims of the call center outsourcing provider. Also, the manner in which the prospect will answer your customer support-related questions can be a pointer as to whether the quality experience is present or lacking.
Quality #2: Innovative Customer Support Tools and Features
You definitely want to make sure that your business is at the cutting edge when it comes to customer service tools. This is why you should explore the tools and features engaged by the prospect in running a call center.
Some of the tools and features that facilitate quality customer support/service would include the following;
• Inbound phone support system
• Ticketing system
• Robust email system
• Live Chat tools
• Social media communication system
• …and more
Quality #3: Proof of Customer Support Training
Customer service/support is not automatic, the skill has to be acquired and learned. A well-trained customer support person will be patient with even the most agitated customer and ultimately resolve the individual’s complaint satisfactorily.
So, when you seek to outsource a call center, look out for proof of training in this field. Some of the proofs would include the following;
• Telephone Etiquette Certification
• English Vocabulary Test
• Word Usage
• Interpersonal Skills Training/Certification
• …and more
Finally, when you decide to outsource a call center, check the ability of the call center company and its staff in using a wide range of innovative help desk tools and platforms.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams