To begin successful contact center partnerships, brands first need to find the right fit for their needs. The process of assessment and selection is critical to ensure a smart investment.
By navigating the journey with proper guidance, decision-makers will be able to achieve these goals more quickly and effectively. This guide will provide an outline of evaluation best practices to point them in the right direction and pick a contact center that is truly the best for the job.
While every company has a general set of goals that it hopes to achieve through a call center partnership, there are many distinct and specific objectives that also come into play. That’s why the first step in the partner evaluation process is to clearly identify scope of work and primary functions for the contact center. This includes lists of activities, KPIs and other essential requirements.
It is then time to dive into detail about the company’s most recent customer service efforts, whether they be in-house or with a different third-party contact center. Offering information about agent use, call arrival patterns, workforce management and SLA reports can all serve to help identify where improvement can be made. The more relevant data managers can gather, the easier it will be to discover a contact center capable of making a positive difference.
Since call center technology is so advanced and diverse, the next step is to perform a complete evaluation of the tech assets used in the previous contact center environment. Understanding the distinct impact of each solution will allow managers to pinpoint current shortcomings and clear the way for beneficial upgrades. Potential contact center partners should be able to examine the brand’s technology profile and highlight how they can bring it to a new level of performance.
With a wide-lens overview of current call center technology, managers must continue to provide more in-depth information about the technical aspects of their operation. Mapping out a telecom strategy and workflow should be the next step here, covering elements such as call routing, toll free numbers, interactive voice response and skill groups that direct calls to the best agent for the job. These details will help determine whether call center partner prospects are fully capable.
From there, managers will want to examine their internal data security protocol, as the modern digital landscape is riddled with ever-evolving risks and regulatory standards. While security may seem like a private aspect of call center strategy, a company must lay everything out on the table with potential partners in order to ensure the betterment of the program. Highlighting strengths and weaknesses in security and compliance should be the priority during this step.
Once these technical details are fully established, managers must offer insight into the management structure of the call center they currently have, as well as their ideal management setup. This must include everything from supervising to training and quality assurance strategies, leaving no stone unturned when it comes to explaining these structures. Brands should be ready to inquire about partners’ approaches to each aspect of contact center management.
Finally, those evaluating partnerships need to be highly articulate in explaining their expectations, and the final step should center on measures of success. Being upfront with specific standards will encourage contact center partners to offer their best insight and advice, as well as an optimal management strategy for the future. By following these points and evaluating prospects with detailed criteria, a company will surely find a contact center that delivers on all fronts.