So, now that you have decided to outsource your customer support, how do you hire the right BPO company for the job? Deciding that your business needed adequate customer support operations was an important step. However, choosing the ideal BPO company for outbound and inbound call center outsourcing is even more critical. After all, the company you choose will significantly impact your customer relationships and determine how many choose to continue their association with your brand and how many choose to switch over to a competitor. Moreover, the quality of inbound and outbound call center services you receive from the BPO company might also influence the quality and outcomes of your core business operations.
Therefore, it is absolutely critical for your business to choose the right call center company for your customer support outsourcing. Additionally, you must identify the right blend of contact center solutions that will perfectly complement your core operations. This will help you get the best value for your money on customer support outsourcing operations. At the same time, it will prevent you from paying large sums of money for package deals you don’t need. As a result, you will save a ton of money by only paying for services that will improve your business.
Important considerations to make before opting for a company for outbound & inbound call center outsourcing services
While you are deciding which BPO company to hire for outbound and inbound call center outsourcing, there are a few crucial aspects that you must consider. This will help make the decision-making more straightforward and ensure that you engage the right BPO company for your business. Let’s discuss some of these critical considerations in more detail here.
- The industry-specific expertise & experience of the BPO company
Today, most BPO companies boast about their capabilities to deliver top customer support across multiple industries. However, it is crucial to understand that customer support deliveries vary from industry to industry. For example, the customer support operations for the healthcare industry will not be the same or even similar to that for the financial or retail & eCommerce sectors. And even when a call center company claims to offer quality services for all industries, there is a high possibility of discrepancies in service deliveries due to a universal service model.
Therefore, you must determine the industry-specific expertise of the company before engaging it for outbound and inbound call center outsourcing. At the same time, you must also inquire about the company’s experience and past clientele in the industry. This will help you determine the quality of services and the extent of the company’s industry-specific knowledge. Additionally, you can communicate with past and current clients to determine the quality of association you can expect.
- Cost-efficiency – Price vs. Quality
The price of customer support outsourcing is one of the most critical aspects that influence most BPO companies hiring. Sometimes, businesses choose the companies that offer their professional services at the lowest prices to save money and valuable resources. However, on other occasions, businesses choose companies that charge exorbitant prices, hoping that the high charges translate into superior-quality services. In both cases, businesses lose money as they fail to receive cost-efficient services that can improve their operations and outcomes. The ideal thing to do here is to opt for the company that offers customized inbound and outbound call center services that best suit your business requirements.
Once you determine the services that will ideally contribute to increasing your operational outcomes, the price can be easily justified. Sure, you can negotiate prices with the BPO company and look for additional ways to reduce your operational expenses. However, the primary objective when deciding the ideal price for your customer support outsourcing should be on the value and service quality instead of the number of zeroes involved. As a result, even the higher price tag will not bother you, as you will witness better investment outcomes.
- The location of the call center company
The location of the call center company is another crucial factor that can massively impact your customer support quality. Most businesses engage BPO companies in Asian countries like India and the Philippines for outbound and inbound call center outsourcing. Outsourcing to an Indian call center or an offshore BPO company in the Philippines can offer innumerable financial advantages. They charge lower prices than onshore BPO companies and are more flexible with their service offerings. However, as discussed earlier, it is more important to focus on the quality of call center solutions than their pricing.
Critical aspects must be considered, such as the cultural compatibility between the customer base and the customer support representatives, language barriers, and other similar factors. Simultaneously, you must inquire about the quality of human resources hired by the BPO company and their hiring practices. For example, what parameters do they consider to determine the qualification of candidates before selecting them as customer support representatives? What training programs do these candidates receive, and are they adequate to equip the agents with the knowledge and skills required for the job? What infrastructure does the BPO company use to ensure superior-quality customer support deliveries for its clients? These are some crucial questions you can ask to determine the ideal location and BPO company for outbound and inbound call center outsourcing.
The aim – Hiring a BPO company that delivers value
Eventually, the aim is to identify a BPO company that can provide you with high-quality customer support operations. This will help you focus more on your core, revenue-generating operations while the BPO company handles customer engagement. As a result, you will be able to deliver better services to customers on two fronts. First, an increased focus on core operations will help you improve outcomes and deliver better products and services to customers. Simultaneously, improved customer support will ensure superior customer satisfaction and experiences. The icing on the cake is that this will help you reduce operational costs in all areas while improving outcomes and revenues.
In addition, the reduced expenses and improved resource management will help you preserve your business’s core resources for critical revenue-generating responsibilities. So, you will be able to utilize these extra resources to boost operational efficiencies. Simultaneously, outbound and inbound call center outsourcing will help reduce your customer support operating expenses. Hence, this two-pronged advantage will help your business boost productivity and profitability to improve its bottom line.