If you want to present an image of professionalism and competence as your company grows, you’ll likely have to outsource some tasks to a reputable partner.
The simple fact is that your company will not be able to deal with ballooning customer call volume, billing issues, and other administrative tasks while trying to scale at the same time. In order for you to focus on what’s important, you’re going to have to look to an outsourcing partner. How do you choose the right one?
There are a few common mistakes that well-intentioned companies make when choosing an outsourcing contact center partner. Keep these in mind and you’ll be better equipped to find the partner that you need to take your business to the next level.
Looking for a Vendor Instead of a Partner
If you take only one piece of advice from this article, make it this one! Your chosen outsourcing call center partner is more than just a vendor; they are the voice that represents your company to customers, the machinery that keeps your billing systems working at optimal levels, and the foundation that allows you to scale with ease.
Good partners, like Vcare, understand the importance of fostering a collaborative relationship built on trust. We are fully invested in our client’s success, and it’s evident in the way that we give end customers the white-glove treatment, and communicate regularly with clients to make sure that they are satisfied!
Not Doing Your Due Diligence
Your chosen outsourcing partner will either make or break your company’s ability to scale and attract new customers. You need to properly research how the outsourcing partner can assist you in reaching your goals. One of the big things to look for is flexibility and the ability to rapidly change a call center plan to accommodate more customers. Don’t be afraid to ask pointed questions! It’s better to know how your chosen vendor stacks up before you sign on the dotted line.
(v)WeCare has a proven track record of flexibility and we are experts at adapting and scaling. We have countless real-world testimonials that detail our ability to swiftly act to address customer demand. Our clients know that they can focus on growing their business as large as they need to. We will have the resources to withstand the new demand!
Choosing a Company That Doesn’t Embrace New Technology
Your customers expect to be able to interact with reps on a variety of different platforms. They want to be able to speak with your people over the phone, Live Chat, and Social Media. Make sure that your chosen partner is on the cutting edge of technological trends. Otherwise, they won’t be able to serve the needs of your customers and you’ll risk losing valuable clients.
(v)WeCare trains all of our reps on a number of different platforms, including Live Chat. This gives your customers the ability to address their problems with a rep in real time, and contributes to customer satisfaction!
Not Communicating Your Needs Properly
For an effective partnership to work, you need to be transparent with your needs. The best outsourcing companies can only go with what you give them, so make sure that they fully understand what you need when you have your initial meeting. From their end, great call center outsourcing companies will make it their mission to conduct regular meetings and check in regularly.
(v)WeCare knows that it can be a little scary to work with an outsourcing company since you’re putting your customer experience in their hands! That’s why we make sure that we conduct regular meetings with all of our clients and work overtime to make sure that their needs are fully met. We invite them to ask any questions and pride ourselves on transparency and communication!
Making Price the Determining Factor
If you are making your call center outsourcing partner decision solely on price, you’re living
dangerously! We know that price is one of the major factors when it comes to any vendor
service, but that old saying “you get what you pay for”, is something that you should not take lightly. Companies that offer to be your outsourcing partner for a song might flake out when the going gets tough! Also, if the price is far too low, there’s probably a good reason.
Instead, look for competitively priced outsourcing partners that tick off all of the other boxes on this list. (v)WeCare knows the value of what we bring to the table with our years of experience, the ability to scale rapidly, and stellar customer service. We have built a model that delivers results for our clients. That alone is worth its weight in gold!
Not Prioritizing Security
Finally, you need to prioritize security. Your customers have sensitive data that needs to be taken seriously by the outsourcing company of your choice. Make sure that their data isn’t being compromised by looking for a partner who places a high premium on keeping this data secure!
(v)WeCare takes security very seriously. Not only are our reps monitored 24/7, but we also limit admin access and restrict certain websites. All of our machines are USB drive disabled, so your customer’s data isn’t going anywhere.
Choosing the right outsourcing partner is a very serious decision, so make sure that you don’t make any of these common mistakes!