You probably already know that customer service is an industry that never sleeps. No matter what time or day it is, a helping hand must always be accessible to your customers. It’s especially important for global brands to provide continuous services because their customers may be from a different time zone.
This is yet another crucial reason for brands to carefully choose their bilingual call center. Aside from providing uninterrupted services, business process outsourcing (BPO) companies must be able to face and handle business disruptions without sacrificing in any way the quality of their work. Some scenarios that they should prepare for include system crashes, natural calamities, and power outages. Although these may occur very rarely, the aftermath can be quite grave. You may lose customers and create a bad impression on new ones.
For these reasons, you should add business continuity to the list of standards that your ideal call center must satisfy. Go over the following checklist to make sure that your outsourcing provider can commit to nonstop, high-quality customer service.
1. A backup location
If your prospective bilingual call center has an alternate facility, that’s a good sign. However, you must make sure that this particular office is fully prepared to take over your brand’s customer service needs should the main site become unavailable. At the very least, backup contact centers must have duplicate hardware and employees who can execute your customer care program until the main operations are restored.
2. Reliable health services
We don’t want to be overly pessimistic, but let’s admit it—call center agents are often susceptible to many forms of illness primarily due to the nature of their work. A sedentary lifestyle, job burnout, sight and hearing problems, and too much stress may prevent them from going to work and performing well. It’s the outsourcing company’s responsibility to take care of their employees and ensure that they’re getting the best health care services to make sure that they can attend to their tasks in top form.
3. Staffing flexibility
In the event of calamities such as typhoons and floods, it’s impossible for employees to attend work. Thus, a staffing scheme that allows work-from-home setups and more flexible schedules would be ideal. A sophisticated workforce management system will ensure that there are always agents ready to take customer calls at a moment’s notice.
4. Cloud storage
Cloud computing has become a go-to solution for firms that want to strengthen their business continuity plans. Online information storage would ensure that all important data are safely stored in a cloud platform accessible over the internet. This way, if your contact center’s hardware suddenly malfunctions or the IT system crashes, you wouldn’t have to worry about losing your data and shelling out a big amount of money to recover from the loss.
5. Fraud protection
Call center crimes may be committed by agents themselves or cybercriminals. Your bilingual call center should guard against both forms of fraud. Banning items that may be used to collect customer data, such as paper, pens, mobile phones, and others, and recording calls are great ways to monitor information flow within the company. On the other hand, to ward off threats to data security, a BPO company’s IT system must be constantly monitored and updated to ensure that the latest security measures are in place.