Companies today looking to improve operational efficiency and increase customer satisfaction are relying more and more on call center outsourcing providers.

 

Before choosing an outsourcing provider however, companies should carefully evaluate their needs and the abilities of the provider, to ensure their business objectives will be met.

 

A recent Forrester (News - Alert) report by analyst Elizabeth Herrell, with Simon Yates and Lauren E. Nelson, “Twelve Criteria for Contact Center Outsourcers,” reveals 12 key requirements and considerations to help guide decision makers.

 

Aside from considering costs, the organizational structure of a provider, identifying the technology in use and examining the outsourcer’s customer support offerings and internal processes, there are alternatives that decision makers also should keep in mind.

 

To help reduce costs and avoid taking a giant step to outsourcing the call center, companies can conduct an internal assessment of their current processes and see if updates can be made to improve agent productivity levels and bring down costs per call.

 

By simply upgrading software and applications that are five years or older, companies can fill in the technology gaps that may be hindering success. In addition, the use of technologies like integrated Web and email response in the contact center and a top-notch IVR and voice portal can offer improvements.

 

Once these elements have been checked, replaced, and are in use, and the company still feels as though assistance from an experienced outsourcing provider would best benefit their business needs, then decision makers should begin the process of checking those outsourcer’s capabilities before making their final selection.