Not every inbound call center is right for you. Make sure you find a partner dedicated to high-touch quality and superior customer service.
If you aren’t obsessed with quality, any inbound call center will do. You can offload customer service and ordering to the lowest-priced vendor and keep monthly contract costs to a minimum. However, there are some problems with this option:
Still wondering if you should partner with an order fulfillment company? Take our needs assessment and find out.
Recognizing that costs do matter, may we recommend a better way to choose an inbound call center? We think your company will be much happier if you team up with a quality-obsessed customer care center. One that wants to be your partner, not just another vendor.
There are many factors you should consider, chief among them being what do you want to outsource? Only inbound call center operations? Or comprehensive end-to-end fulfillment? If you’re considering a single-source provider, look for one whose entire call center, warehousing and shipping operations are co-located. Streamlined communications and order processing keep things moving faster and more accurately.
Integrated systems and real-time communication keep you in the loop, too. You can make higher quality, timelier business decisions – one more reason to choose a the right fulfillment house.
As you’re researching potential outsourcing partners, these questions will help you compare companies:
The answers to these questions matter because quality matters. But there’s one more key question, and it’s really an extension of #4: are they able to deliver consistently superior call center (and post-order) service that will lift your brand as well as your bottom line?
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