Inbound Outbound Call Center Provider

Inbound Call Center - A Smart Way Of Doing Business

Nowadays, the business environment is becoming more competitive; business owners are trying to do everything they possibly

can in order to cut down labor and infrastructure costs. Outsourcing inbound call center services is really popular today,

because dealing inbound or outbound call center service in-house can be quite expensive and deficient. Outsourcing a business

inbound call center is a popular practice and a great way of doing business.

If your company is considering outsourcing inbound contact center or outbound call center service but is finding it difficult

in choosing the right inbound contact center partner, below is a checklist to assist you in identifying a competent inbound

contact center -this checklist also applies for identifying outbound services as well:

1. Quality Service
A reputable inbound services can offer you cost effective services and will also assist you in reducing operating costs.



2. Quality Assurance Service


You need to understand that communication is the key to customer satisfaction and of course, retention. These agents will be

talking to your clients/customers, it s extremely important that they get it right.



3. Technology


Find out if the inbound call center is using state of the art software, hardware and equipment. Many inbound and outbound

call center services claim to use latest technology but they are not being truthful.



4. Reporting


Find out if the inbound contact center provides day to day reporting to track and measure performance. Also find out if the

inbound contact center answer 80 percent of their call in 20 seconds - this is the industry average. Is the company's

abandonment rate less than 5 percent? An inbound or outbound contact center service average handling time needs to be within

your requirements.



5. Confidentiality


No business owner wants their business practices, methods, customer lists, leads or intellectual properties to get into the

wrong hands. So make sure that you find out if utter confidentiality is maintained. Does the inbound call center service

offer a signed a non-disclosure agreement?



6. References


Inbound or outbound contact center services should be able to provide references. The references should be current and should

be similar in size and function to your business. Find out if the previous customers are happy with the services provided by

the proposed inbound contact center.



7. Staff


A reputable inbound or outbound call center service do not hire any ole Okie from the Muskogee to represent your company,

they only hire well educated, smart, intelligent, polite and English speaking employees.



8. What other support do they offer?


Find out what other type of services they offer. If you have clients who do not speak English, you should find out if the

Inbound contact center offers other multi-lingual services as well.


9. Cost
How much will their services cost?



10. Modus Operandi

Some inbound center services offer performance based services and some offer services based on client's requirements.