Operating an in-house call center can be expensive and labor-intensive, which is why most companies prefer to outsource these services to a third party. While outsourcing customer support or sales departments can lower costs and give you access to an experienced team, it’s important to choose a provider carefully. Below are a few do's and don’ts for outsourcing these operations.

Do:

Identify your needs.

Some call center providers specialize in sales, while others focus on delivering highly technical customer support. Many call center operations will take over entire departments, while others may simply handle incoming and outbound calls. Identifying your needs before interviewing prospective providers will help narrow down your options and ensure you get the appropriate services.

Invest in high-quality training.

Every business has unique needs and processes, so you’ll need to provide training materials to the call center provider. Investing in high-quality training will almost always translate to better service and improved customer satisfaction. Depending on the industry, you may wish to have someone from your company conduct training in person.

Don’t:

Choose a provider on cost alone.

Companies often focus on cost when outsourcing their call centers, but it shouldn’t be the only factor. Many budget call centers operate from other countries, which can make quality control and training difficult. Choosing the right provider is a careful balance of cost, technology, and quality of service.

Underestimate the importance of communication.

Call centers act as a conduit through which customers can interact with your company. Having agents that speak the languages most common among your customer base is essential to providing high-quality service and maintaining your company's reputation. When interviewing providers, ask what language-training programs they offer to their agents and whether the support is ongoing. You may also want to listen in on live calls to evaluate their agents’ communication skills firsthand.

Since 1994, American Communications Centers of Schwenksville, PA, has provided exceptional service to businesses across the country. All of their call centers are based in the U.S., which allows them to provide dependable services that can be tailored to your needs. Visit their website for more on their broad range of services, or call (800) 756-6872 to discuss your options with a member of their team.