What are the things necessary to create a perfect call center? Many companies have tried to create something like answering services but they either failed or gave up. It happened mostly because they didn’t understand the main point of this business and the main rules of its work. What business owners need to understand is that efficient live operator answering services are a brilliant convenience. This article will underline some necessities companies should investigate before starting up a call center.
1. Test out the answering service before making a deal. You can even find some services that provide free trial periods; this is a great opportunity to test the service out. However, there are companies that offer trial periods in which their service answers your calls amazingly, but when you sign the contract, the quality of the service’s work is becoming poor. Watch out for such companies, because their contracts are usually long-term ones.
2. Beware of long contracts. Many services change owners very quickly and their employees are highly unqualified which causes a serious damage to the quality of the service. The ideal answering service offers a month-to-month contract. If you work with such call center you can leave it when it has problems without any penalty.
3. Demand references. Try to get at least three references from different kinds of industry. It will show you if the call center is able to work properly with any kind of owner. Don’t be afraid to ask referees what you consider the most important questions, for example, about their hold times, hidden charges, customer service. Also, call these referees in some time to see how they deal with calls first hand for other companies.
4. Price is not the main thing. As a rule cheap answering services are bad. You must understand that employees that get high salary are more responsible, more dedicated to their work, more job oriented rather that workers that get low salary. So don’t forget to ask how much the average call center agent is paid.
So if you are choosing from two answering services one of which is less expensive and the other one has more impressive services, choose the second one. Keep in mind that the main purpose of the call center is to expand your business. If your service saves you a lot of money, but it is unreliable, remember, that in future it will cost you much more than you’ve saved.