Many organizations don't pay a great attention to providing call center customer service support. The main focus in planning and budgeting is in product development, marketing and sales. And customer service can be, unfortunately, a source of cost rather than revenue. It is not considered in the right way. Companies may take a second look at what is in place as far as customer service support.
More and more organizations let professionals, outsourcers handle their calls instead of housing an internal call center. If they choose this, then, they have to do some serious due diligence prior to contracting with anyone.
However, vendors have definite tasks. They must be able to provide an overall level of support that is commensurate with the needs of the company and its customers. They also have to show a good understanding of the industry, the customer base and have a full range of customer support services to offer.
The chosen vendor should provide accurate ad-hoc reporting. This is an important thing, as without thorough, accurate reporting, judging results is just a guessing game. Writing up the reporting requirements, make sure to involve your staff. Remember, the more tactical the folks involved, the better.
Having chosen the call center customer service support provider, always stay on top of all developments. Let the vendor do its job, but never delegate the decision making process to a third party. This is very essential, as there are a lot of details unknown to them. As a result, you can do a mistake that will reflect on your work in future.