Seven Questions to Ask Before You Outsource Contact Center

This article helps you understand key points when choosing an outsourcing company for your business.

When it comes to a contact centre, it is important to pay attention not on the price of services, but rather on indicators incorporated into the price, and on the principles of operation of the contact centre. If your choice based only on the cost of the project, you can miss the real value for expressed, for example, in the growth of sales.

Thus, the 7 questions you need to discuss with the outsourcing company before launching the project.

  1. What range of services is included in the cost of the project?

The issue must be clear since different companies offer various range of services for the same price. It may happen that you will have to pay separately for some required services. On the other hand, you can get an extra service for free, and save even more.

  1. What guarantees are provided by the company?

Be careful with this issue, the specific results of telemarketing are difficult to predict. The efficiency may vary from 10% to 30% in some areas. The promise of the moon and the stars is most likely means a desire to persuade you to cooperate.

  1. What kind of reports will you get?

You can estimate the effectiveness of the work only with the comprehensive report, based on predetermined metrics. Therefore, demand the provision of a daily report.

  1. Is the company experienced in your field?

An experienced company will certainly be more productive compared to the beginners in the field. It is worth to remember that agents’ experience is also important. It includes telemarketing skills and software proficiency. Thus, agents will quickly switch to new working material and, hence, save your time.

  1. What reputation has the company?

Before you start the cooperation, check the trustworthiness of the company. Study revives of current and previous partners.

  1. Are there any additional fees included?

Read the contract carefully and pay attention to unclear points, ask for an explanation. Typically, billing must be clear to the client. Additional fees, which you will have to pay after the launch of the project, are the sign of unreliable company.

  1. Where are located agents’ workplaces?

In what city? In the office or at home? These factors also affect the cost of the agent’s working time and therefore the cost of the project as a whole. It is also important in the case of work coordination in different time zones.

The answers to these 7 questions are more likely to help you to make the right choice for the future partner in the field of telemarketing!