Partnering with a bilingual call center can be your brand’s pivotal step in achieving global competitiveness. But before reaping the benefits of expanding your business reach, you need to make sure that the call center you are about to partner with can take you where you want. In other words, you have to carefully assess the credibility of your prospective partners before ultimately choosing your outsourcing provider.
Outsourcing to a bilingual call center with bad reputation can be harmful for your business. The resources that it will be using, including workforce, can impact your operation and your bottom line. As a client, you need to be confident that your provider is the right one for your specific type of business. It is therefore important that you know which areas to look at when assessing a company’s background. This can also help you envision the kind of relationship that you will be having with your offshore provider.
Here are four areas to look into when selecting a call center that you can trust:
1. Business ethics
The different corporate activities and practices a company does can say a lot about the values it upholds. From the company ‘s vision and mission statements to its lineup of social development projects, your company research must focus on how the outsourcing provider influences the industry and community it belongs to. See if the firm has encountered any ethical or legal issues in the past, and find out how its leaders handled them. Advertisement content and promotional materials can also give you a hint on whether the company presents itself genuinely or not.
2. Employee relationship
A good company always looks after its employees. When agents share good relationships with their leaders, the harmonious work environment can translate to effective delivery of services. Study how the call center manages to give its employees good working conditions. Employees must be satisfied with the opportunities given to them, since job satisfaction plays a crucial role in workforce retention. Disputes concerning employee salary, access to certain benefits, and other rights are signs of unpleasant work environment.
3. Client history
The bilingual call center’s past and present clientele can be your best source of information when evaluating the call center’s ability to fulfill its promises. Ask some of the outsourcing clients about their experiences with the company. Be keen about the challenges that existed during their partnership. Your best reference would be organizations that have entrusted the same services that you are intending to outsource to your possible partner.
4. Market reception
Ask your prospective bilingual call center about the significant achievements and recognitions it has garnered as a member of the outsourcing industry. Awards and rankings in leaderboards are objective proofs of the contact center’s solid credibility. When researching about its achievements, take into consideration the number of years the company has been operating, since the scale of opportunities to prove one’s credibility is influenced by its number of years in service.
A successful outsourcing deal is characterized by the fulfillment of the client’s goals. This can’t be achieved if the outsourcing provider is not competent enough to do the job. To prevent wasting resources, you must therefore be wise in establishing the criteria for selecting your outsourcing partner.