Call Center Outsourcing Top 10 Checklist

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Call Center Outsourcing

Top 10 Checklist

Key Areas to Consider When Selecting an Outsource Call Center Partner

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In today’s competitive business environment, many

companies are realizing the benefits and cost

efficiencies of outsourcing some or all of their call

center activities to a third-party partner that

specializes in professional inbound and outbound

BPO services.

Choosing the right fit outsource call center partner

is difficult and time consuming. You are selecting a

partner that is an extension of your business, so

your choice must be compatible with your

company’s culture, experienced, high quality, top-

performing and cost effective.

Here are the Top Ten things to

consider when selecting an

outsource call center partner:




Specialization & Experience1

Culture2

Review the outsource call center experience and expertise in your industry or a related industry. Learn the focus of their services, including types of calls (inbound or outbound, location, onshore, nearshore, or offshore markets served) and unique language capabilities. Call centers can offer a lot more than inbound or outbound calling; they can provide multi-channel services such as social media monitoring, live chat, and outsourced email support, chatbots and BPO services.

A matching culture is essential when starting this important partnership. Interview their references and visit the call center to find out if their culture fits with your culture. Your call center needs to be aligned with the ethics and personality of your business. Visit the call centers you’re considering hiring and interview key leadership that will be involved in managing your business, trainers, supervisors, and agents to get a feel for the overall corporate culture. To give customers an authentic feel for your company, your call center needs to be aligned with the brand and character of your company.




Capacity & Flexibility3

Evaluate the call center’s quality practices used to maximize performance. Analyze their training, account management, quality monitoring, remote call monitoring, incentives, and motivational practices to ensure they can perform as promised. Talk to several client references, look into their average handle time (AHT), speed to answer, first contact resolution, CSAT scores, and other metrics to get an idea of how they stack up and if they’re in range of the performance you want from your call center. How fast and easily will you be able to get feedback on metrics? What reports are available and how will you get them?

Performance & Metrics4

When you’re seeking an outsource call center to manage the overflow or 100% of your call volume, it is critical that the partner you choose has the flexibility and capacity to meet your current requirements as well as your peak call volume. Does the call center have the capacity to scale their services to match your highest call volume demand?




Quality5

Depending on your industry, be sure to check the outsource call center’s certifications, including whether they are compliant with the Payment Card Industry Data Security Standard (PCI), HIPAA Certified, or ISO 9000. Ask how physically secure the call center is and what redundant systems and back-up plans are in place in case of a disaster or breach.

Compliance, Certification & Security6

When evaluating a call center, talk to several client references and ask them how the vendor is performing, look into their average handle time (AHT), speed to answer, first contact resolution, average client quality scores, customer satisfaction (CSAT) and other metrics to get an idea of how quickly and effectively they handle calls. Quality is particularly important as the meaning of quality can differ from call center to call center. Ensure that your vendor has a proven monitoring process in place for managing quality, training and client CSAT scores. Make sure they have the ability to record all calls and the ability for their clients to dial in to listen to calls on a real-time basis.




Awards & Recognition7

Financial Stability and Strong Management Team8

Industry awards and trade group memberships are typically a good indicator of a quality, professional business. When hiring a call center, find out which business groups it is a member of, and whether they’ve won any industry awards. A good track record of positive associations and recognized performance usually indicates that you’re dealing with a solid, reputable company.

Ask how long the call center has been in business and determine if it is financially stable. Talk with them, get a copy of their audited financials from the last three years, and interview their trade references. Does the management team have the expertise, industry tenure and credentials to drive performance for your business?




Technology9

The Right Fit Partner10Will you be your call center outsourcing vendor’s biggest or smallest client? Most call centers will say they’ll treat all clients the same, regardless of their size - but the bigger companies typically get more attention. You never want to be the “small fish” in a big pond. Thus, ask how your business ranks in size versus other clients. Be conscious of where you fit in your call center vendor’s client list.

Does the company have the capacity and the technology to support your needs as you grow? Is the infrastructure sound? Are their systems, such as their automatic call distributor (ACD) and predictive dialer leading technology, outdated systems that needs to be upgraded to newer cloud technology? In case of an emergency or disaster, does the outsource call center have the technology that meets your objectives? Determine if they have redundant systems, ISPs and back-up generators. Make sure they have key technology such as interactive voice response (IVR), email support, live chat support, artificial intelligence, social media services, and workforce management software.




Outsource Consultants is a call center referral and advisory firm that helps companies find outsource call centers that are a perfect fit. Our experts have over 25 years of BPO and call center outsourcing industry experience and have vetted and screened over 500 top-performing nearshore, offshore, US-based, and at-home call centers.

We lay the groundwork and perform research for companies to match them with the best outsource call center providers that meet their exact requirements. This adds value for companies by saving them time, reducing their costs, and ensuring they find a high quality, top-performing outsource call center that best fits their needs.

We don’t recommend the top 10 BPO call centers; we find the hidden gems that aren’t otherwise on our clients’ radar. These call centers provide our clients with high-level performance, quality English speaking agents, and highly competitive pricing - and we do it at no cost!

25+ 500+ 100+ 96%Years of call center industry experience

Heavily vetted call centers in our database

Vendor searches performed in the last year

Average CSAT score

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Call Center Outsourcing Top 10 Checklist