What to Look For When Selecting a Virtual Call Center Provider
July 02, 2012
By Allison Boccamazzo
, TMCnet Web Editor
It may seem pretty simple, but choosing a virtual call center provider is sometimes not the easiest thing to do. There are a lot of things to keep in mind when making your selection. Here are some guidelines you should follow, as given by a recent Easy Office Phone blog.
· Experience: Okay, we all know this should be pretty obvious at this stage of the game. Whether you’re looking for a nanny or the new CEO of a company, experience is obviously key, and the same goes for your virtual call center provider. Don’t be fooled by flashy advertisements and marketing by “promising” newcomers in the industry. Giving a newbie a chance is okay when you’re trying a new diner down the street, but not when it comes to your virtual call center. Ask yourself a few questions (ie. How long have these guys been in the business? How long have they been offering and gaining experience with virtual call centers? Is the sales rep knowledgeable or skimming the surface when it comes to details you need to know to make an informed decision?) Trust your instinct on this one.
· Support: The reason why finding a provider is so complex is because virtual call centers are complex themselves. As the blog explains, “Realistically, even the smoothest implementation is likely to involve interaction with Support staff at some point. When that happens, you need to be sure that your company will receive prompt and effective assistance from knowledgeable staff.” Try making a test out of calling a potential provider’s support team – ask them pertinent questions and see if they measure up. If they can’t support themselves, how can they support you?
· Sound Quality: Your virtual call center is going to serve as the face (or in this case, voice) of your operation – needless to say, sound quality is of optimal importance. Assuming your prospective provider uses their own service, give them a call and have a rather length conversation with their staff. If you want a more “real-world” test, have your prospective provider set up a test account for your evaluation. Make sure you can use it on your premises and through your own network, either with soft phones or VoIP hardware phones. This should do just the trick in deciding if you should love ‘em or leave ‘em.
Hopefully, these tips and tricks provide you with just what you need. To check out more nifty guidelines given on the blog, click here.
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Edited by Amanda Ciccatelli