Customer Service Questions
10 questions to consider when choosing a customer service solution
When comparing call center services for your business, there are important questions you need to ask to be sure the customer service solution meets your needs and can accommodate all that you require from a call center. To help you make this important decision, here are 10+ questions to ask when speaking to call centers.
1. What is the call center’s focus? Does it meet the customer services needs of your business?
First and foremost, make sure the call center’s areas of specialty matches your needs. For instance, if you are an eCommerce store, be sure the customer service solution you are considering has experience with online stores and employs sales-savvy representatives. If you need more of an answering service or virtual office service, be sure those needs can be met.
2. Where is the call center located? And, where do the customer service representatives work?
Is the call center state-side, or is it located overseas? Find out if the customer service solution is housed in a structured, secure environment. And, do all of the customer service representatives work out of that office, or are they working from home? All of this matters because you want your customers to be serviced by professional people who are easy to understand. Ask for a virtual tour of the facility so that you can see with your own eyes the facility and employees.
3. What technology does the call center use?
Is the call center set up to run efficiently? What type of phone and internal system is used?
4. Who works at the call center?
What type of people are employed by the call center? Are customer service representatives order and message takers only, or are they trained sales professionals? Can they handle not just calls, but also live chat and administrative duties, too, if necessary? Are they professional, friendly, and happy?
5. How will the call center learn about your products and services? And, is there on-going training as your business changes or grows?
No matter how simple or complex your items or services, you need to be sure the people handling your customer service fully understand your products, services, and business policies. Ask how training is conducted and if training continues as your product line grows, as you add new services or to give new call center employees necessary training. Can you visit the call center facility to provide personal training? Also, find out how call center representatives will access your resources while on calls, as well as how complex calls questions are handled, such as an internal escalation process.
6. What are the hours of operation?
What days and hours will the call center be able to handle your customer service needs? And, is the call center staffed appropriately at all hours? And, are there solutions, such as answering voice mail and e-mails, so that follow-up service from after-hours contacts can be provided?
7. What level of commitment is required?
Find out if there are different commitment levels, what the call center contract terms are and how (and when) you renew your contract. Ask if there is a trial period.
8. How are you billed?
You want to make sure there is value in your call center services so you can provide ample customer service while remaining profitable. Are there monthly service fees? Are customer service calls billed incrementally? Are minutes rounded? Is there a sliding scale based on minutes, such as the more minutes used, the less the per-minute rate is? Ask these important questions so there are no surprises when you get your first bill.
9. How is your relationship with call center handled? And, what about reporting?
Find out if you are assigned a dedicated call center account manager who will get to know you and your business, provide regular reporting, and be proactive about ways to improve your customer service solution. Also, ask if you are able to come and visit the call center.
10. Is the customer service solution flexible?
Since no two businesses are the same, you need to find out if the call center can handle any special or extra needs you have. Ask about other services beyond just providing customer service, such as order tracking, doing outbound campaigns, answering e-mails, managing live chat, and anything else.
