Call Center Outsourcing in 2020-Best Practices
Call Center Outsourcing in 2020-Best Practices
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Call Center Outsourcing
One of the toughest calls you have to make as a sales or operations manager, or even as CEO, can be call center outsourcing. You’re handing over control of one of your most sensitive, and critical, company activities – customer sales and service contacts. You know it’s smart to get out of the fulfillment business, but can you find an outsourcing partner that will uphold your standards?
Maybe you’ve already tried call center outsourcing, but the results were disappointing, to say the least. Now you’re doubly shy about trying it again. We understand. It’s something we hear often from execs who had been hoping for excellence but got just-OK. If your brand stands for the highest quality, then just-OK is a dangerous mismatch that can damage your reputation and cost you sales.
Don’t be afraid to go boldly forward with call center outsourcing
But do your homework first. At USA Fulfillment, we use a high touch business model that ensures customers get the very best in call center services. So we’d like to share a couple of overarching best practices that will ensure your customers get the very best, too.
Grade Your Current Partner Now
Don’t hope for excellence, demand it
Any call center can answer the phone and type up orders. Hardly any can deliver the kind of consistently exceptional customer care your business requires. Dig deep to learn your prospective partner’s performance statistics, remembering that “average” is just that. For example, USA Fulfillment exceeds industry norms when it comes to every crucial metric, including:
- Answer speed
- Abandonment rate
- Order accuracy
Our call center agents are customer care professionals, not “operators.” They are highly-trained — knowledgeable about the fulfillment industry best practices as well as the details of each client’s product line. So they can easily answer questions and advise customers. They are personable, US-based, and available 24/7 via phone, live chat or email.
All of these factors are must-haves for multi-channel companies, or any brand that promises excellence.
Look for a partner, not a vendor
Call center outsourcing should not be a “hand-off.” Your company’s current sales and future growth are at stake. You need a working partner with whom you can build a long-term relationship. A true partner understands that your customers are their customers, therefore every call center detail must enhance your customers’ experience with your brand.
A true partner will team up with your team to improve everything about your fulfillment program, from forecasting call volume to delivering orders that transform getting a package into a “wow” unboxing event.
It takes an exceptional company to deliver exceptional results, all the time. In order to achieve exceptional call center outsourcing in 2018, the best practice – and the first – you should adopt is to download and read our e-book. It’s free, but it’s priceless.
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