Choosing the best call center for your company can yield significant benefits. The best domestic call centers can help optimize your business’ sales and customer service. However, with so many options available, there are a few things to know to help you choose the right one. Any call center outsourcing company you choose for your business should meet a few requirements. For starters, you should partner with a call center company known for results while focusing on forging genuine human connections with callers. Along with these two factors, there are a few others to consider. Here is a quick guide to help you narrow down your options and find the right call center for your business.
Look for a Call Center Company with Experience
Experience matters in this business. That’s why your organization should partner with a call center that has a legacy stretching back years or even decades, if possible. For one, it means that they are doing something right. It also tells you that they have an invaluable asset—experience. Secondly, starting a domestic call center is hard enough but keeping it open and running for decades takes serious skill. If a prospective call center has been around for decades, it’s nearly always a good sign.
The Call Center Should Specialize in Servicing Customers Across Many Channels
Many companies choose a call center for either inbound or outbound call services. However, partnering with a call center company specializing in seamless interactions across all contact channels is a better option. Customers expect the same superior service across phone, chat, and social channels. For this reason, having one call center capable of providing that seamless experience will increase customer satisfaction and loyalty.
Seek Out a Call Center Outsourcing Company Offering B2B and D2C Services
It’s always worth choosing a call center outsourcing company that offers both B2B and D2C (direct-to-consumer) services. Additionally, this goes along with selecting a call center that offers omnichannel services—you never know what your business might need in the future. Having both options available in case your business ever needs them demonstrates that a call center is well-rounded.
Learn About Their Recruitment and Training Practices
Any call center is only as good as the agents who answer the phones. These people will represent your brand in every interaction, so you must ensure they’re well-trained. This training includes conflict resolution, problem solving, cross-selling, and empathy. However, any call center your business partners with should also have a robust recruitment strategy. Their agents should be hand-picked according to proven employee profiles.
Consider a Favorable Agent-to-Supervisor Ratio
One of the most essential features of successful training is ongoing on-the-job coaching. Henceforth, you should also seek out a favorable agent-to-supervisor ratio. A good agent-to-supervisor ratio allows for invaluable personal attention, input, and coaching. The best agent-to-supervisor ratio in the industry is 12:1. Choose a call center company that understands the importance of coaching, development, and engagement of their front line employees.
Choose a Call Center Committed to a Human Touch
Finally, partnering with a call center that’s committed to establishing human connections is a must. First off, it provides a better experience for your brand image and customer experience. Plus, it makes the agents better at the job, and that’s better for your bottom line.
DialAmerica brings over 60 years of expertise in providing call center outsourcing services to clients. Offering a full range of sales and service options to B2C and B2B brands, they average 100,000 phone hours weekly, resulting in 100 million calls annually. DialAmerica’s primary goal is to establish a human connection with current and potential customers by providing the best call center services possible. Whether you need them to field inbound questions from current customers or to help in your lead generation efforts, DialAmerica is here for you. Their persuasive, well-spoken sales and customer support agents work with seasoned managers on your behalf in 16 state-of-the-art U.S. call centers as well as a near-shore offering. Turn to DialAmerica for your call center outsourcing solutions.
Find out why DialAmerica is the call center your business needs at https://www.dialamerica.com/corporate/