Do it Right, Part II

Key Factors with Contact Center Outsourcing

While the affordability and accessibility of outsourcing is attractive, it is critical to evaluate potential providers before confirming your commitment to a BPO contact center. Experience, capacity and a commitment to building your brand top the list, since a contact center lacking in any of the above will hurt your business far more than it will help.

Industry Experience
A customer care contact center’s industry experience is the first thing you should consider when evaluating a provider. The industry is filled with fly-by-night call center service companies with eye-catching websites but minimal industry experience. When evaluating options, you should seek a provider with the following:

One of the best ways to verify a contact center’s industry experience is to reach out to them and request references. If they have successfully handled the needs of a Fortune 500 company, then there is an increased likelihood that your needs will be met as well.

Scalability and Capacity to Properly Serve Your Customers
A contact center should have the staffing and tools to ensure that your customers receive prompt service. As you evaluate providers, you should look for the following capabilities:

Commitment to Communicating Your Brand
One of the primary reasons why some business owners are reluctant to engage a BPO center is the fear that outsourced staff will not properly convey their company’s brand value and mission. By partnering with a vendor who offers dedicated services and an experienced account manager, you will be working with a company that is committed to articulating your products benefits and your brand’s value proposition. At, you proof the script and our agents read your script but it doesn’t end there. An integral part of every successful campaign is an intensive training process that involves learning about your products and/or services and the market in which they compete.

Key Factors with Contact Center Outsourcing

PCI Compliance
PCI compliance is an important consideration for any company that accepts payment by credit or debit card. PCI is shorthand for payment card industry and PCI compliance is further shorthand for saying that an organization/company/service is in compliance with the payment card industry data security standard (PCI DSS). This is all very complicated and technical stuff, and it’s beyond the scope of a blog post, but we will lay down a few bullet points to give you an idea of the questions to ask when shopping around for a contact center.  A PCI compliant contact center will:

There are many, many more factors that come into play but contact centers that are PCI compliant recognize the importance of keeping customer information secure because a failure in this area can jeopardize all other aspects of their business. Their compliance illustrates a commitment to reducing the likelihood of identity theft and fraud and this helps to increase trust and retention among clients and their customers.

Quality Control Procedures
A critical element to consider when selecting a contact center is the presence of quality control mechanisms. Your provider should have a system in place that regularly analyzes call recordings and customer satisfaction indicators. There also needs to be procedures in place to improve these metrics in real-time before a mole-hill becomes a mountain.

Enlist the Support of an Expert
We’re not going to end this series by simply tooting the horn; ok, yes we are, but we’d be fools not to, right? Regardless of whether you reach out to us today, or spend a little time shopping around, there’s no doubt that you’ll find outsourcing to be a cost-effective, efficient and common-sense solution for most business needs. This blog series has highlighted what we think are important considerations for most businesses. This is by no means an exhaustive list, but we certainly hope you would consider if you’re in need for such services. We have a whole stable of satisfied customers and would welcome the opportunity to discuss it with you in more detail.

Key Factors With Contact Center Outsourcing

Call center outsourcing provides a ton of advantages to businesses seeking a cost-effective means of growing their customer base and elevating the customer experience. Benefits include cost savings, on-demand service, and a better customer service experience. When considering call center outsourcing, a company should carefully evaluate potential vendors to ensure they have the scalability, experience and resources to properly respond to the needs of their customers and business requirements.

“A customer should not view their BPO purely as a transaction. We specialize in helping companies take advantage of the intelligence a BPO contact center can provide about their business. It’s critical to understand a client’s business goals first, then design solutions for them to grow! We’ve observed this is possible only with the right tools, processes and – above all else – people.”  – Kyle Hannah, CEO of

This multi-part series will review of the primary features you should look for when evaluating an out-sourced contact center solution.

Key Advantages to Contact Center Outsourcing

Ideally, contact center outsourcing offers businesses the most valuable service (satisfied customers) at an price that they cannot afford to provide in-house. Here are 3 key ways this strategy can help you optimize results for your business:

  1. Cost Reduction: Outsourcing offers a solution for business owners who are unable to establish an in-house contact center for their business due to the high costs of setup and labor.
  2. Increased Access to Services: Using an outsourced vendor provides access to support 24 hours a day, seven days a week. Customers appreciate the ability to speak, email, text or chat with a representative as soon as the need for support arises.
  3. Increased Responsiveness to Customers: In addition to 24/7 service, outsourcing advantages include increased access to resources, such as chat services and bilingual representatives. The ability for customers to communicate with a representative immediately also helps to bolster customer satisfaction and build loyalty.

While the affordability and accessibility of contact center outsourcing is attractive, it is critical to evaluate potential providers before confirming your commitment to a single outsourcing contact center. In Part II we will examine the critical factors that you need to consider, before moving forward and selecting a vendor.

(Continue to Part II…)