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How should you evaluate Call Center Outsourcing Companies?
Are you considering outsourcing your organization’s call center requirements to an external vendor? With so many options to choose from, have you thought about what to look out for when deciding which call center outsourcing company to work with?
  • What are the benefits of partnering with a call center outsourcing company?
    Call center outsourcing companies like Knoah Solutions offer global businesses like yours the opportunity to outsource the handling of customer phone calls. When you partner with a call center outsourcing company, you benefit from decreased operational and recruitment costs that are often associated with hiring in-house professionals for the job. You should also remember that outsourcing returns are sometimes best counted not only in dollars and cents, but also in terms of efficiency and bandwidth. By using the services of a call center, you have the ability to focus on your core competencies and better allocate resources required to fuel business growth.
  • How do organizations view call center outsourcing companies?
    Historically, businesses engaged with call center outsourcing companies because of the cost advantage, or because call centers could help manage increased call volumes during specific peak periods. While this still holds true, call center outsourcing companies have significantly improved their use of cutting-edge technologies, agent training and support channel offerings over the years. Today, call centers are seen as attractive business investments because they help you increase the overall service quality provided to end-customers. Also, contact center customer satisfaction has a significant impact on your business’s future success -- customers who are highly satisfied with contact center interactions are 182% more likely than less-satisfied customers to make contact again. This leads to increased frequency of interaction and better customer engagement1.
  • What aspects are important when evaluating call center outsourcing companies?
    Call centers offer a wide spectrum of services, which makes them a one-stop shop to meet all client requirements. When you’re evaluating the merits of working with call center outsourcing companies, you should consider the following aspects:

    Experience:
    How long has the call center company been in business? What prior experience does the leadership of the company have? Who are the clients in their portfolio? For instance, Knoah Solutions was founded in 2001, and delivers unparalleled expertise in the areas of customer support, back office processing, business transcription, quality monitoring and concierge services to a wide range of industries.

    Training and recruitment:
    What specific skillsets do the agents have? How are agents trained to handle specific verticals? How often are agents recruited, and what training process do they undergo? At Knoah Solutions, we develop custom recruitment profiles for each client program and design a recruiting strategy that will enable us to attract the right candidates. We also conduct communication skills training, domain training and pre/post-production training programs for our agents.

    Size and location:
    How large is the call center team? Where are the call center facilities located? Knoah Solutions, for example, has operations facilities in Las Vegas, Nevada and Hyderabad, India, as well as locations in California, Washington, and New Jersey

    Support options:
    What is the variety of support channels that the call center outsourcing company offers? Knoah Solutions is a leading provider of multi-channel customer support, including web chat, mobile chat, e-mail and voice.

  • Interested in learning more about Knoah Solutions’ contact center outsourcing capabilities and services? click here

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Events

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  • ccw-new-logo

    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.