We often discuss what qualities the best call centers offer, which can be an excellent guide for companies trying to find a new provider or considering a change.
These desirable features can also be flipped around into “what we don’t want” qualities when trying to decide which company to trust with your most important resource – your customers.
You may not be able to learn all the negatives from a sales presentation or company tour, so sometimes extra research is needed into a company’s background, history and reputation. At the same time, you shouldn’t base your final opinion completely on negative online comments, which may be exaggerated or incomplete, offered by disgruntled past or current employees.
But when you’re shopping for call center solutions, it’s important to weed out the good from the bad. Keep an eye out for possible ‘deal breakers,’ or at least warning signs. These can include:
1. Not being available around the clock.
Part of the appeal of a call center is that customers can get assistance anytime. It could be medical questions, retail orders, or general help that can’t be done during traditional 8-5 business hours. Centers help your company offer assistance 24-7 and can be prepared to handle any customer service issue that comes their way. This constant help can be an asset if a disaster happens, either figurative or literal, and people need urgent assistance, regardless of time of day.
2. Not offering full transparency
It’s one thing to emphasize a company’s high points in a presentation or company literature. That’s just good business. But a company sales representative that can’t answer questions – even if they have to research a little—should raise red flags. Reporting and communication are must-haves when trying to evaluate a possible call center. As the client considering hiring them, you need to know the ins and outs and have the right to ask anything about the operation, from training to discipline.
3. Not offering bilingual service
Even if you don’t speak Spanish, there’s a possibility some of your customers do, especially since the percentage of Spanish speakers in the U.S. keeps growing. It’s about 17 percent now, but by 2050, it’s predicted that 30 percent will speak this language. Bilingual call center employees can be in great demand – they’ll be the ones available to speak to everyone. Contracting a call center with an “English only” philosophy or an English-only speaking staff will cause a company to lose out on an increasing quantity of customers, and that’s just bad business.
It’s easy to focus on what a call center can do well to benefit your customers, but your examination should also include what they can’t or won’t deliver, since this will hamper your ability to offer superior service.
If you’re interested in learning more information about our call center services, contact us today!
