Banner
Articles
The Basics: Finding the right Contact Center Vendor
Are you looking at selecting the right contact center vendor for your business requirements? What can you do to find the right outsourcer for your specific needs?
    A number of organizations across the world are exploring the benefits of call center outsourcing, as indicated by the 7-8% growth in 2012 to reach US$65-70 billion1. While you may convinced about the benefits of contact center outsourcing, the next question is -- how do you select your contact center vendor? Here are the top 5 factors the industry has deemed most important to take into consideration while zeroing in on the right contact center vendor:
  • Contact center vendor experience: Inquire if the contact center vendor of choice has done similar work. If your program is inbound and they primarily do outbound, they may not be the right fit. If you are looking for sales calls and they specialize in customer service, their agents may not have the right skills and personalities. Experience in your vertical business area is also desirable.
  • Contact center staff, training, and turnover Issues:

    • Agents: Evaluate the professionalism of their agents during a site visit or while placing random calls to their contact center. Find out if these are the kind of agents you want handling your operations.
    • Supervisors: Are the agent supervisors’ or team leads knowledgable? Do they make you comfortable? Are you assured that they will train their agents to the best of their abilities and work seamlessly with your team in a remote setting?
    • Quality of Training program: The quality of the training program that contact center agents go through is paramount to the success of the agents in effective call handling. Will they be adaptive to your training materials and implement them effectively is another item to consider.
    • Monitoring and Coaching: Theprocess in place regarding monitoring and coaching that a contact center vendors invest in speaks volumes about how seriously they take their training needs. Look for contact center vendors that allow you to monitor your own calls remotely and that can send you call recordings on request.
    • Everest Group: Contact Center Outsourcing (CCO) – Annual Report 2013: Focus on Customer Experience Management
    • Agent Turnover: If the contact center vendor’s staff faces a frequent turnover, this is a bad sign since it will mean that new staff will be handling your customers often. They may not have enough experience or product knowledge to field questions effectively.
    • Work culture: Are the agents at the contact center vendor’s organization happy? Happy agents are productive agents, so you might want to know how they are feeling and the work culture prevailing there.
  • Reporting: You need reports from your contact center vendor to manage operations.
  • Adequate Technology: The contact center vendor should be equipped with the latest technology to handle calls and other sales & marketing efforts.
  • Cost Benefits: Cost is always a factor while looking for the right contact center vendor. However, organizations must have a view of the larger picture and not concentrate only on the cost-benefit angle.
  • Selecting the right contact center vendor is a critical decision as it will directly impact your relationship with customers. You should evaluate a variety of factors that determine the success of a partnership between your organization and the vendor’s. To learn about how Knoah Solutions could be the right contact center vendor for you, please click here

upcmng-eventicon
upcmng-eventicon

News & Events

×
  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

Events

×
  • 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.