The Outsourced
Call Center
That Speaks
Your Brand

We consistently deliver a superior Customer Care experience to your customers. 

Talk to a Call Center Expert

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    Call Center Outsourcing Expert

    800-237-8000

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Great Brands are built on great Customer Experiences.

Here’s how we can improve yours…

You Built It

Your brand has a great reputation. Your business is customer-focused. You nurture each engagement but need help managing the complexity.

Let's Scale It.

Let’s operationalize the consistent delivery of high-quality customer experiences. You need more than a contact center. You need an Experience Center.

Together.

You’re searching for an outsourced contact center that understands this. A trusted partner with the experience to deliver. A long-term fit.

Brands trust us for expert contact center outsourcing solutions.

We can help yours, too.

Outsourcing creates opportunities, not costs. We help you leverage:

Operational
best practices
that deliver results

Technology
investments that
deliver results

Compliance
certifications to
provide security

Personnel
management
and development

Physical
infrastructure to
support your growth

Global Response’s relationship-based, proactive service starts here.

Together, we’ll define your objectives and scope of work to ensure Global Response is a good fit for your brand.

Our team will focus on maximizing the value of each customer contact.

START WITH A CONSULTATION

10

Call Center
Outsourcing
ESSENTIALS

Compare and qualify providers against these fundamental components of outsourcing success.
Use this as a checklist to identify a fit in strategy, execution and the intangibles.

1.

Call Center Providers

Company History

Determine your prospective partner’s history and evolution, services offered, experience level and whether they are U.S.-based. Who are the executive leadership, and the people behind the nameplate? Equally important is the approach to representation of your brand. Is there a passion there? How does the culture foster teamwork, commitment and passion that delivers a great customer experience, every time?

2.

Call Center Implementation

Implementation

Ask candidates to provide a detailed implementation plan with a description of their approach to launching. Understand timing and commitment required by both parties. Request a roadmap of the launch process. Is it collaborative? Can they help you establish new processes, if needed? What best practices do they recommend? 

3.

Call Center Technology

Technology

Seek to understand the provider’s technology stack. What solutions are offered for ACD, IVR, CTI, CRM, order management and for Workforce and Quality Management? What is the policy on contact recording and storage? What channels does the outsourcer accommodate using which platforms? What experience do they have in systems design and integration?

4.

Call Center Security

Security

How does the provider secure networks, PCs and server equipment? Are firewalls and anti-virus/anti-malware applications in place and current? Is the company PCI Level 1 and SOC2 certified? Does it have a Business Continuity Plan and backup systems to ensure uninterrupted operations?

5.

Call Center Workforce Management

Workforce Management

Determine the outsourcer’s approach to workforce management, including the technology. What elements does the forecasting process employ to create work schedules, such as historical contact arrival patterns, seasonality, promotions and events? Future forecasts should include expected productivities; and service levels by day, interval and work type. 

6.

Call Center Staffing

Staffing

Understand the provider’s approach to staffing your program, with supporting structure and processes. Will it be a dedicated, shared or blended model? How will the account be staffed with skilled specialists that speak your brand? What are the recruiting strategies and employee retention policies? Ask about the interview process.

7.

Call Center Training

Training

Is its approach tailored to your brand and does it incorporate product knowledge, processes and systems? Does it offer brand immersion strategies?Does it employ a nesting strategy? How is training success determined? At what point are trainees considered to be “Brand Specialists”?

8.

Call Center Quality Management

Quality Management

What platform is deployed and how does it support recording, monitoring, evaluation, reporting and analysis and continuous improvement? How does the provider score calls, chats, email and social media interactions? Do they offer weekly calibration sessions with you to align quality goals?

9.

Call Center Management Structure

Management Structure

How does the outsourcer structure the management of your program? What is the hierarchy? Are you provided a dedicated Operations Manager, and how is that person selected? What are their responsibilities? Understand the lines of communication on both sides. Who does the Operations Manager oversee? Are there floor supervisors and team-leads to supply front-line support in training and QA?

10.

Call Center Reporting

Reporting, Analytics and Insights

Determine how data analysis and reporting provide insight into operational performance, customer engagement and sentiment. Is real-time reporting available through a web-based portal and customized dashboards? Are post-call and email surveys available to measure customer satisfaction through Net Promoter Score or CSAT? Can you use disposition analysis to affect policy?

Start Boosting Sales & Customer Loyalty Now.

We understand that your goal is to find the best match through a proven, structured selection process. If you’d like some guidance on starting this process, we’d be happy to discuss. We invite you to call us anytime for consultation.