5 Keys to Quality Outsourcing: Part 2

The second key centers on company-tailored services. Call center quality assurance will make sure solutions are tailored to your specific needs.

Call Center Quality Assurance

If your company’s fulfillment process cannot deliver A+ call center quality assurance, you’re going to lose sales and lose customers. That’s bad news for any business, but devastating for a company whose brand stands for quality.

In our last blog, we talked about how important it is to choose a fulfillment partner who is committed to providing the kind of high touch service that enhances and protects your brand. That’s the first key to quality outsourcing, but it’s not the only one. In this article – Part 2 in our series on call center quality assurance – we’ll talk about another important factor.

Quality Outsourcing Key #2: Company-tailored services

No fulfillment company can assure consistent call center quality without providing comprehensive solutions and day-to-day services tailored specifically to your needs. Your customers don’t want a one-size-fits-all ordering experience because we all know that “one size” actually fits none. At least not well. The same goes for your company. There is nothing “quality” about an ill-fitting business relationship. Especially one that affects your customers.

Unfortunately, call centers vary widely in their ability and desire to do things your way. Plugging your company into cookie-cutter services might be cheaper and easier for them, but it will not benefit you. Look for a company that will happily adjust tasks and performance levels to achieve your goals. They should:

• Smoothly handle planned or last-minute fluctuations in sales volume. Or just steadily rising volume, if your company is growing rapidly.
• Provide ongoing and one-time back-end services such as pick and pack, kitting, assembly, and shipping. Comprehensive, end-to-end operations streamline fulfillment, greatly enhancing customer experience and greatly reducing the chance of mistakes or delays that frustrate customers, cost you money, and damage your brand.
• Offer specialized warehouse/inventory management for companies that must meet stringent product protection requirements. If you’re in the health or beauty business or your company manufactures dietary supplements, you know exactly what we’re talking about.

USA Fulfillment is one of few companies that can fully and reliably meet those higher standards. Our facilities are FDA Food Grade certified, and they are protected by keycard access and 24/7 monitored video surveillance.

• Suggest improvements to product packaging or other details that will save money or further enhance customer experience.

Customized services should start before you even hire an outsourcing partner. Too often, fulfillment companies are unwilling to time with you until after you sign on the dotted line. At USA Fulfillment we take the opposite approach, because to us, call center quality assurance starts with you.

We want to meet you right away, to talk about what’s working now, and where your call center quality is slipping. (You can take this quiz to do a self-assessment.) That way, we’ll know how we can apply our high touch philosophy to giving your customers the amazing experience they deserve.

In our next article, we’ll discuss the third key to quality outsourcing: people.