As Senior Sales Manager for Solid Cactus Call Center Services, I thought it would be great to share some points that I feel are very important when searching for a Call Center to assist with your customer care and sales support solution:
- What is the Call Center’s focus? Are they e-commerce only? Do agents answer calls only, will they be able to perform and sound like they are your employees? Do they have proven sales experience? Can they handle shipping and tracking? Can they perform inbound and outbound calling, virtual employee/receptionist duties? Is Live Chat available? How are escalations handled?
- Location? Are they in a structured and secure office environment? Are agents working from their homes? Are they state-side of off-shore? Will agents speak clearly and concisely, are they easy to understand? Do they offer an online virtual tour of the facility?
- Is the facility available for pre-commitment tours or later for personalized product training?
- What are the hours of operation? Will they be appropriately staffed on all shifts?
- How is reporting provided? Will they assign an Account Manager? Is there someone to assist throughout your relationship?
- How is training conducted? How are training updates performed?
- What is the length of contract term? Is a trial period available?
- How flexible is the solution? Is it one size fits all, or is it customizable?
- What is the level of commitment required? Contract terms?
- Cost and value? Are minutes billed incrementally? Does the program makes sense for your particular project or product line? Can they provide superior customer care and sales support at an affordable price so you can remain profitable?
I know the decision to consider having outside assistance for your store can be overwhelming. It doesn’t have to be. Please feel free to connect with me, Cindy Cruikshank at 888-361-9814, ext. 7079 or by email at cindy.cruikshank@solidcactus.com and I’ll be happy to share how Solid Cactus Call Center Services can provide the answers to all your virtual assistant, customer care and sales support questions!
Two other important factors to ask and consider are scalability and contingency plans.
Great post!