Outsourcing parts of your business to a call centre is no small matter. It’s a serious business decision that, if done right, can give you back countless hours that otherwise would have been spent on the phone – all the while saving you a considerable amount of money on staffing!
Of course, “doing it right” requires a boatload of considerations to be made well before a final decision can be made.
Chief among them, choosing the perfect outsourcing partner.
With so many providers offering business outsourcing services, choosing the most-suitable one is crucial. In many cases, it can determine the success of your entire outsourcing venture!
It’s important that you make the right choice for your business.
Today, VirtualStaff365 takes a dive into the make-or-break qualities to consider when setting up a call centre for your business.
When you decide to outsource your business to a call centre, you’re not only handing off your services – you’re also giving them access to vital information and data.
This type of info can range from boilerplate stuff all the way to confidential info about your business and customers. Needless to say, these should be kept safe and secure at all times!
- Customer and client details
- Information about your internal processes
- Access to sensitive databases and systems
Before signing on any dotted lines, go over security measures thoroughly – both online and off.
Most call centres are connected to your business through online networks. Information hubs, data and systems must be protected from potential online threats by strong encryption, firewalls and competent on-site IT personnel.
The strongest firewalls and encryption are useless if anyone can simply walk into your call centre with a USB! Strict physical security and confidentiality measures (such as physical access and approval processes) should be implemented to avoid any data breaches by those who will be working for you.
At VirtualStaff365, our office-based call centres offer various levels of physical and IT security to secure your business data. We also offer on-site management to keep an eye on everything.
The customer comes first… and we mean both ways
Customer service cuts both ways in the call centre business:
- How well does your business outsourcing provider treat you, the client?
- How well does your business outsourcing provider treat your customers?
When choosing an outsourcing partner for your call centre, you need to find a partner who will look after your needs. Not to mention, the customers they will be serving!
To find out whether your provider shares your customer focus, make sure theyt:
Understand your business
The key to great customer service and experience is through understanding the customers. Your call centre agents need to embody your dedication to customers.
Our rule of thumb: if your outsourcing partner doesn’t open with a deep dive into your business, its values, your goals and customer base, you might need to rethink your relationship!
Understand your customers
This one’s a no-brainer. Your call centre agents are going to make up the frontline of your customer service. Naturally, you’ll want virtual assistants with fantastic customer service skills!
And sometimes, the only way to really gauge customer service skills is by talking with applicants.
At VirtualStaff365, we involve you at every stage of the recruitment process. From formulating the job description to interviewing, we ensure your call centre agents align perfectly with your expectations.
Make sure they know what they’re doing!
With such huge growth, it’s no surprise that literally hundreds of new providers have opened their doors to cash in on this trend. Can you really trust your customer service to a fly-by-night agency that’s only been operating for a handful of months?
When it comes to choosing the right call centre to partner with, make sure you spend the time doing your due diligence. Research your new outsourcing partner to ensure they’re professional, experienced and above all else, competent.
That’s what we do at VirtualStaff365. We help you to select the very best call centre for your needs and your budget.
Choose a business outsourcing provider that has the experiences to fully support your business’ visions and end goals. Ask about their work history, touch base with their previous clients (if possible) and check their testimonials and case studies.
Considering a call centre for your business?
Talk to a leading Melbourne Virtual Staff provider!
Choosing the perfect business outsourcing partner for your call centre operation can be challenging if you’re not familiar with the ins and outs of the industry. Add the hundreds of different providers to the equation and the decision-making process can go from overwhelming to downright impossible!
These are just some of the ways you can separate the best potential partners from the ones that simply aren’t worth your time.
If you’re thinking of setting up a call centre for your business, get in contact with VirtualStaff365.
You can trust us to help you in finding “the one”. Our virtual staff – the call centre agents or otherwise – can give your business the edge it needs.
Not to mention, we can give you back hours of your time so you can focus on what matters!
If you wish to learn more about how VirtualStaff365 can make this a reality, call Neville now at (03) 8842 4300 or fill in the form and we’ll get back to you!