Everyone knows that the edge of outsourcing your phone support exceeds the costs of performing everything in-house. It is the best answering service to scale your company and be available for your customers round the clock. Similarly, you can add it as just an extension to your current call flow. So, outsourcing is your best option in recent times.
So, where do we go from here? It is very much true that you get what you pay for in this industry. Also, it is not easy to afford unparalleled customer service. So, we bring a few things you need to consider when hiring third-party phone services.
- Check Their Certifications
- See Customer Satisfaction Results
- Inquire About the Agent Turnover
- Gauge Their Market Experience
- Go Through References
1. Check Their Certifications:
The first step in finding a quality service provider is to check your call center’s certifications. Six Sigma and ISO 9001:2008 quality management certifications are two worldwide ones that speak a lot about service quality.
Only those who are truly committed to quality receive these stamps because of the initial and continuous investment in the procedure. For instance, the independent business conducts a yearly audit of ISO methods to ensure compliance with quality improvement criteria.
Six Sigma is a new certification that uses a set quality management approach to enhance a process’ output quality by finding and getting rid of error sources. It entails grasping the relevant subject knowledge, passing a proficiency test, and showing skill in a practical environment. If you are looking for answering services for small businesses, check certifications because you already have limited resources and want an authentic service provider.
2. See Customer Satisfaction Results:
One of your key goals is to improve your customer satisfaction rate. That is why many opt to hire an outsourced team because they have the needed skill set to do so. Hence, go with a company that measures its own performance and has a track record that shows how it will help your brand achieve its goals. For instance, the Net Promoter Score is a standard benchmark that businesses around the world use to check the perimeter.
So, ask your service provider if they have their NPS score. If their score is more than 65 percent, then it is good to go.
3. Inquire About the Agent Turnover:
It is healthy to ask about your vendor’s teams. If your service provider has a high turnover rate, then it hints at some issues with their corporate culture. A call center is always training new reps, so a poor turnover rate shows their services are not up to the mark.
Therefore, inquire about their turnover rate and how they assess their workforce satisfaction. It will help you understand what happens in their company. Moreover, you can also check their social media pages to learn more about their work culture.
4. Gauge Their Market Experience:
You also should keep their experience in mind to measure their service quality. It is no big deal to set up several phones and dub yourself a call center. The length of time a company has been in business indicates how effectively it has attended and evolved with its customers.
As a result of dealing with similar brands, experienced call centers will have vast industry knowledge as well as an established track record with complex scripts. They will also follow an easy-to-follow training program. So, all of these indicators point to the experience of a call center. Its expertise makes it one of the best answering services.
If you need professional services like emergency response, be sure they have a track record in this area. Again, it would be great to request case studies or samples.
5. Go Through References:
You will come across clients’ testimonials on the brand website. You should also check the source or reference of those testimonials. It is great to verify the company through customer reviews. So, if a call center has a reputed name in the market, many will praise its services. It would be best to speak to a few of them to know what your service provider partner really offers.
Get the Best Answering Service with These 5 Considerations:
We have thoroughly gone through the five things your business needs to consider to find the most reliable phone support service provider. This age demands you to work smartly, and outsourcing is the new way to be smart.
DOS has provided customer support solutions that surpass market standards and client expectations for over ten years. Certifications, a large number of expert staff, and hundreds of customers all over the globe show the company’s commitment to operational excellence. With DOS’s 24/7 telephone service solutions, you can keep your business operations smoothly and your customers happy.
Thank you for reading our blog. We hope that it was helpful to you and your brand. It would be great if you could share your feedback with us.