Finding a New Call Center is a Big Deal
June 25, 2019
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 firstname.lastname@example.org, 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)
Use an Answering Service to Cover Sick Days
Unlike a vacation, which employees schedule in advance, no one plans a sick day—or at least most people don’t. In most cases a sick day is not a p...
What Is a Call Center?
If your business operates outside the call center industry, you may have trouble answering this question of “What is a call center?” But it’s an...
Implement an Agent Development Program
Call center agents, your public-facing staff, are key to your call center’s effectiveness and fuel the success of the overall organization. Successf...
Agent Success Starts With Great Training
In the call center arena, your frontline people are key to success. This starts on day one of their employment in their initial training. Here are som...
How Not to Sell Your Telephone Answering Service
There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements i...
Why You Should Consolidate Siloed Call Centers
It’s likely your hospital system has at least one call center, a centralized place that handles calls. This may be for a department, a building, the...
Use an Answering Service to Schedule Appointments
Some businesses and professionals live or die by the number of appointments they have each day. For them, an appointment is a billable moment. A full ...
Use an Answering Service to Cover Staff Meetings
It’s a dilemma. You want all of your staff to attend your staff meetings, but that leaves no one left to answer the phone when it rings. After all, ...