Finding a New Call Center is a Big Deal
July 29, 2016
Finding a new call center to service and handle your calls is not something to pursue with casual indifference. There is much at stake. You can’t afford a misstep, not for your company or for your career. While making the right selection could earn you praise, a bonus, or even a promotion, making the wrong selection could have negative consequences, including the unexpected need to quickly find a new job. The selection of an outsourcing call center vendor has made and broken many corporate careers.
With so much at stake, what’s a person to do? Well, you could block out the next six months, formulate a detailed RFP (request for proposal), send it to prospective vendors, scrutinize their responses, analyze the pros and cons of each one, narrow the list down to the top two contenders, visit each site in person, and make your best guess on who is better. Then you hope they won’t let you down.
That sounds risky, as well as time-consuming. Surely there must be a better way.
In fact there is. A call center broker has already done most of the heavy lifting for you. They have a pre-approved list of top providers who are already vetted and have proven themselves with past clients. In fact these vendors continue to prove themselves to the call center broker’s other client corporations on a daily basis.
Although you can still do an RFP when using a call center broker, a broker can streamline the process and accomplish the same thing in a fraction of the time. When you use a broker you get the benefit of thoroughness and speed, two things you could never simultaneously accomplish on your own.
Once you have made your selection, if you want, the call center broker can help orchestrate the transition from one call center to the other. They can also wade through any rough waters that made arise, verify billing accuracy, and work on the resolution of any problems that may come up. In short, they can continue to work on your behalf and free you up to do your other work.
Also the call center broker keeps a close watch on your call center and is the first to sense if service starts to slide. They can quickly step in to correct the situation or plan to migrate to another call center if need be. Of course this rarely happens, but it’s nice to know you won’t need to deal with this alone if it does occur.
Call center brokers can do all of these things for you and more, or just some of these things, whatever works best for you and matches your comfort level.
Finding a new call center vendor is a big deal, but with a call center broker it doesn’t have to be.
Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry – and who provides a call center matchmaking service. Contact Janet at email@example.com, or call 800-901-7706.
Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
Tweet: Finding a new #CallCenter vendor is a big deal, but a #broker can make it easy (link)
Should You Use Direct Mail as a Marketing Tool For Your Answering Service?
If you’ve networked with other telephone answering service owners or attended many TAS meetings,, the subject of direct mail as a marketing tool is ...
Email Opt-Out Traps to Avoid
A great way to market your call center or answering service is with email marketing: you collect email addresses and send regular messages that contai...
Six Steps to Outsource Your Healthcare Call Center
Regardless of the reasons for outsourcing your healthcare call center work, pursuing a reasoned path is the surest way to a successful outcome. Here a...
7 Tips to Maximize the Sale Price of Your Answering Service
At the end of the year, some telephone answering service owners think about selling their business. They want to complete the sale by year-end. Often ...
How to Maximize the Valuation of Your Answering Service
Smart business owners are always looking for ways to increase the value of their business. You should, too. Whether or not you plan to sell your telep...
Outsource Your Healthcare Call Center Work to Reduce Costs
While a common reason to outsource healthcare call center services is to increase quality, an even more likely motivation is to save money. And saving...
Outsource Your Healthcare Call Center Work to Counter Labor Issues
Many areas in healthcare suffer from a shortage of qualified personnel. One common area is nurses, and many healthcare call centers hire nurses to wor...
What to Do When You Struggle with Sales and Marketing
Every telephone answering service and outsourcing call center owner wants to grow his or her business. There are only two ways to do so: growth throug...