FEATURE
sectors they work in, helping shape the solution for your own contact management requirements.
Similar to the above, it’s always worth checking out any case studies a contact centre company has on their site and asking questions such as:
Who do you work with who has similar requirements to my business?
Who have you worked with for the longest period of time? What type of calls do your agents enjoy handling?
Having well-trained agents is something else you’ll want to look for when choosing a provider. How does the provider stay on top of new and changing industry regulations? How often are their agents trained? How is training set and measured?
“The UK is home to one of the most technologically-advanced contact centre industries globally.”
Processes and efficiency Thirdly, when it comes to outsourcing, you’ll want assurance that they can implement a solution with the minimum of delay. Companies should have defined processes in place to deal with the onboarding of new clients, and should strive to get up and running as fast as possible.
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Equally, you’ll want to know that their agents will be realistically able to help you reduce call-abandon rates and the number of escalated calls and complaints. Again, this is a case of having the correct processes in place and the ability to strike a balance between fast response and customer satisfaction.
However, if a company is promising the Earth, then you should probably be wary of how reliable and thorough a service it is going to be! The key is to ask lots of questions and to delve deep into the way they operate.
Outsource in several locations The general advice in business is to choose local suppliers - in the restaurant trade, for example, customers enjoy knowing that the food on their plate is fresh from a farm just a couple of miles down the road. But with outsourcing, it’s not always a good idea to invest in a small, local company. This is because if something disrupts your own business (i.e. an outbreak of the flu, snow, power outage, strikes) then it’s likely to affect your provider around the corner.
It’s recommended that you choose an outsourced contact centre that operates across a variety of locations, but with the same technology. This will ensure that if one centre goes down, chances are that another areas’ contact centre will be fine and can resume work seamlessly, without any issues as they run on the same system.
www.mplcontact.com TOMORROW’S FM | 63
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