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If you’re looking to expand your business and take it to the next level, partnering with the right call center agency can be a game-changer. With the right tips and guidance, you can find the perfect agency to help you achieve your goals.


Here are 7 Tips to help you find the perfect call center agency.


1. Identify the Needs and Goals of your Business

Before diving into your search for the perfect call center agency, it’s important to start by identifying the needs and goals of your business. Think about how a call center agency can help you reach those goals, and what specific services you are looking for in order to achieve them. Once you have that clear, finding an agency that fits those needs will be much easier.

In this section, you should be able to answer several questions.

  • How many agents would you need? Keep in mind the size of the team that you’ll be outsourcing is tied to the demands of your business. If your customer service expects to accept several customer calls within the day, then you might need more than 2 – 5 agents.
  • How extensive and fast do you want your results to arrive? Outsourcing is not a miracle pill. They create metrics to measure results. Placing expectations gives you the ability to gauge if a call center is capable of achieving your goals.
  • What kind of call center services do you need? Not every call center is the same. Some of them specialize in inbound customer experience calls and others have comprehensive experience in outbound telemarketing.
  • What is the nature of your business? Different industries require different processes. An example of that is healthcare companies; they require specific certifications in order to operate such as HIPAA compliance.


2. Check out their Services and Technologies

Before making your final decision, it’s essential to understand the services and technologies the call center agency can provide. This includes features such as automated customer service bots, real-time reporting, predictive analytics, and more. It’s also important to have an understanding of the types of calls they specialize in handling – such as inbound or outbound calls – as well as their customer service protocols. This will help you determine if their technological capabilities meet your expectations for what you want out of a call center agency.

Take into account the total cost and efficiency of their services, as well as any special programs or amenities they offer. In addition, determine if the services provided require special software or hardware that may need to be purchased or leased separately. Doing some research ahead of time can save you time and money in the end by helping ensure that you find a call center agency that meets all your needs.

A big factor to consider is the quality of the internet connections that a call center maintains and how many backup internet service providers they have in case of network problems. Facilities are also a big component of a good call center agency as they can affect call quality. Are their offices and production floors fully equipped with quality standard computer units and peripherals? Did they setup acoustic treatments or soundproofing?


3. Review Client Reviews and Testimonials.

Look at external reviews and case studies from clients to get an idea of the types of services they offer. Read customer testimonials and ask your contacts for references. Keep in mind that some companies might only present positive reviews, so be sure to check out customer forums or unbiased review sites as well. This will help you determine if their customer service is reliable and on par with your standards.


4. Consider The Expertise of the Call Center Agency

It’s important to consider the expertise of the call center agency and its team. Ask them questions about their industry experience, customer satisfaction levels, response times, and more. Their skills should meet your expectations and they should be up-to-date on the latest best practices when it comes to responding to customer queries.

Learn more about their portfolio and experience over the years. If a call center had successfully provided several companies in the same industry as yours, it is highly likely they are up to the tasks that you need.


5. Learn about the People Working on your Project

A company is nothing but a collection of experience and lots of marketing. It is the people working on your project that will define the success of your campaigns. Learn about them and their expertise. Get to know the leaders of the company and their work ethic. It is important to get the feel of how they run their business and how they perceive the goals of their clients. Ask them to provide references from previous clients and ask questions about their client retention, customer satisfaction rates, and data accuracy levels.

It’s important to note how a company treats its employees is vital to the success of every project. Happy and well-compensated employees mean better results for you.


6. Ensure that they are a Financially Secured Call Center

The Covid19 pandemic took a toll on the BPO industry and several call center agencies did not survive. Investing in a financially bulletproof call center means that your progress as a business will never stop. It will also hinder you from losing money. Try to know how a call center agency handled the pandemic. Their performance during tough times is a testament to their endurance and a strong indication that they can pull through in future unfortunate events.


7. Understand Security and Trust

Modern technology created new issues with data breaches. Inquire about your prospect’s procedures when it comes to protecting customers’ data and privacy. Where will they store the information of their clients? What certifications do they possess when it comes to securing data? Furthermore, it is crucial to research the credibility of the call center company you’re eyeing to become your partner. Did they have questionable testimonials that may indict them as untrustworthy?


Looking for a call center that holds your best interest as another business can make or break the momentum of how you achieve your goals this year. OBPO.co has been operating as a call center company and managed solutions for more than 10 years. We might be the reliable outsourcing partner that you are looking for. Get a free quick consultation call from us!