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A How-to Guide for Business Call Centres


2017-03-02 15:28:54

Communicating with your customers and potential customers is an important part of your business. However, your employees have better things to do than spending hours on the phone each day to offer technical support or to market your services.

Hiring new employees to create your own customer service team would be expensive, but fortunately there is an alternative: hiring a call centre. Here is how you can choose the right call centre services for your business.

1. Ask yourself what you are looking for

There are many call centres to choose from, and finding the right one for your business will be very difficult if you have no idea of what you are looking for. Do you only want to provide assistance to your customers, or would you like to also conduct surveys and do cold calling?

You should also have a good idea of how many calls you expect to receive or to make each month, as some call centres will only work for companies that have a large call volume.

2. Search for call centres that offer the right services

Any call centre can provide you with inbound services, meaning that they will accept calls, provide technical support to your customers, and take orders over the phone. Some call centres also offer outbound services, meaning they can call customers to follow-up with them, to conduct surveys or to try to generate new leads.

Make a list of  at least a few call centres that offer the type of services you are looking for, and learn more about them or contact them to ask a few important questions.

3. Ask if they offer multilingual services

If your business needs to offer bilingual, or even multilingual services, make sure the call centre you choose can easily meet this requirement. If you have many customers who only speak French or Spanish, they won’t be too happy if they can only receive technical support in English.

4. Ask about availability

You also need to ask about the availability of the call centre. You probably want your customers to be able to call in 24 hours a day, seven days a week, so make sure this is a possibility for the call centre you choose.

You should also make sure your call centre is well equipped so they can handle outages with no downtime.

5. Be sure you can monitor their services

The representatives of the call centre you choose will be dealing directly with your customers, so it’s important for you to be able to frequently review their performances.

Some call centres will provide you with daily reports of their operations, while others will record phone calls so you can review them. Make sure you agree with the way you can monitor the services provided by your call centre.

6. See if the call centre would be a good match for your business

The call centre you choose needs to be a good match for your business. A good way to figure this out would be to schedule a visit of the call centre to see how it is being managed.

Take a look at the way the centre’s representatives and managers work and interact with each other. If what you see feels right to you, this call centre is certainly a good match.

7. Make your choice

After you have found the answers to your questions, it will be time to compare the different call centres on your list, and to choose the one that can surely meet your requirements and handle the phone calls of your business for you.

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