How to Select A Contact Center

March 12, 2014 Jim Iyoob

Businesses are growing and their decision makers are constantly on the look out to find how they can have a competitive edge over their competition. One area that is of growing importance due to the burst and global reach of social media, is a businesses Customer Service and overall Customer Experience. While businesses grow, this area tends to be put on the back burners and it can prove to be detrimental to the overall businesses image if the customers are being mistreated in anyway. This is where outsourced Contact Centers step in. When a business is able to successfully select and partner with a third party Contact Center who is able to provide them these services such as Customer Service, Lead Generation, Inbound Sales Calls etc., that business all of a sudden has their competitive edge. While other businesses struggle to meet their customers where they want to be met and fail to provide them with the attention and care that the customer deserves, the business that chose the correct Contact Center is able to experience stellar Customer Service numbers as well as increased time to focus on the continuous growth of their products and services.

In this blog we will take a quick look at some of the key characteristics a business should look for in a Contact Center in order to help ensure that they have the best experience possible. 

  1. Experience
  2. Companies should make sure that they choose a Contact Center who has deep experience in Call Center services. Given the dramatic changes in the way we all communicate just within the past 5 years, choosing a Contact Center that has proven successful through these times of change proves that their foundation and processes are secure and stable. Contact Centers with experience are able to meet issues head on and even can help companies see a potential issue before it is on other companies radars.

  3. Track Record
  4. A look into the previous works undertaken will help give a brief idea about the company that proposes to provide you inbound call center services. Feedback given by previous clients on the quality of service, impact on customers, and achievements prove invaluable when a company is trying to get the most accurate information. Companies should always ask for references by the company providing the service in order to help them increase their knowledge on that Contact Center and the way they do business.

  5. The Employees
  6. One of the biggest possible set backs or advantages a company could see when working with a Contact Center is the employees. These employees whether they are answering customer questions over the phone, responding to an email, or Live Chatting with a customer, they are the voice and face of your company. When selecting a Contact Center, the business needs to ask in depth about their hiring and staffing process. The ideal Contact Center is one where they work with you to help build out the “ideal employee” based on the requirements of the campaign. Contact Centers who practice this tend to see the most success because they are able to place their employees where they have the best chance to succeed. 

  7. Efficiency
  8. Based on the type of work and type of campaign that the Contact Center would be handling, efficiency can have multiple meanings. Whether it is an inbound voice campaign where the company doing the outsourcing is looking for minimal time spent on the phones, or an online retailer who is looking to implement a Live Chat feature, efficiency is a key characteristic for the Contact Center. The Contact Center must be able to meet the customers need and help resolve whatever issue or concern they may be having on the first contact.

After reading this brief blog I hope that this information provided as been able to serve as a starting block for selecting the perfect Contact Center. We here at Etech Global Services feel that we are able to provide companies that competitive edge that so many companies are looking for so stop by our website and see how we can help!

Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. Based on his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has co-authored three books on the call center quality monitoring.