Hiring a call center can unlock the full potential of your business by streamlining your processes, cutting your costs, and improving your efficiency as you grow. But before you can enjoy the benefits of outsourcing your operations to a call center, you need to learn how to hire a call center that can fulfill your professional needs and seamlessly align with your business. By carefully researching, selecting, and onboarding a qualified business process outsourcing (BPO) provider, you can get the most out of your call center services.
Identifying Your Business Needs
To find the right call center for hire, you need to know exactly what you hope to achieve through outsourcing. BPO teams can assist with several secondary business functions, including customer service, tech support, billing, and beyond. Carefully review your internal processes to determine where you need the most support, then look for outsourcing providers that offer those services.
Along with identifying the specific call center services you want to use, consider your motivations for outsourcing. Do you want to save money, streamline your internal team, or grow your business? Having a clear understanding of your current business needs and future goals will help you find a partner that fits in with your long-term plans.
Choosing Between Onshore, Offshore, and Nearshore
Location is one of the first factors to consider when narrowing down potential outsourcing vendors. You can find contact centers in three main categories: onshore, offshore, and nearshore.
Onshore
Onshore BPO teams include any providers based in the same country as your business. Because they operate locally, they often have a strong understanding of your customers’ needs and can effectively communicate with your audiences. However, they’re typically the most expensive option, especially if you’re in an area with high labor costs.
Offshore
Offshore BPO providers operate overseas in different countries. With offshore solutions, you can leverage beneficial exchange rates and cheap labor markets to get the lowest available prices. However, offshore solutions can vary in quality, and agents may have communication barriers with your customers.
Nearshore
Near shore call center teams provide a balance between onshore and offshore solutions. Nearshore outsourcing providers are located in a nearby country, so providers in the United States may offshore to a neighboring nation like Mexico. Because they’re nearby, they often have excellent language skills and a strong understanding of the local business culture. They can also provide cost savings, making them a balanced option for many businesses.
Once you decide which option fits in with your budget and quality standards, you can start searching your chosen location for qualified providers.
Look for Key Features
Not all contact centers provide the same level of service and support. Certain features can elevate some providers above the rest, ensuring that you, your employees, and your customers have the best possible experience.
Bilingual Agents
In today’s globalized business world, it’s common to have a multicultural audience. If you serve customers who speak different languages, you’ll need a multilingual call center partner who can effectively communicate with those consumers.
Outside of English, Spanish is the most commonly spoken language in the United States; by working with a vendor that has bilingual agents, you can reach a wider audience. Consider looking for an established BPO team that knows how to hire a bilingual call center representative team, providing you with agents who can communicate across language barriers.
24/7 Support
When you need support from your contact center team, it’s important to get prompt service. Not all BPO providers have the capacity to offer round-the-clock coverage. Prioritize vendors that will be available outside of regular business hours so key questions or concerns will never have to wait.
Review the Call Center Infrastructure
Many businesses hire contact centers because they want to expand their operations without having to invest in internal staff, systems, and technology. As a result, you’ll want to make sure your potential partners have the infrastructure in place to handle your needs. Look for providers that have an extensive team of agents who can handle a high capacity of both inbound and outbound call center services. With a well-staffed BPO team, you can rapidly scale your business without worrying about having enough resources.
You should also inquire about the systems and tools your prospective BPO partners use to support high-volume clients. Reliable BPO teams will keep up to date with technological innovations to ensure their operations are as efficient as possible.
Assess Past Experience
Even though many call center tasks are similar across industries, they can have certain nuances. For example, healthcare companies will need customer service teams with a background in medical billing and insurance practices, while tech companies will need access to robust tech support knowledge. It can be helpful to look for vendors with a history of success in your field. Research reviews from past clients and ask if potential vendors have any experience in your industry.
Negotiate Pricing
Affordability is one of the main benefits of outsourcing, so it’s important to carefully examine the pricing structures of your potential BPO candidates. So how much does it cost to hire a call center? It depends on the level of support you need, where your provider is located, and their pricing model.
Some call center teams use a fixed model, where you pay a set amount for a standard level of service. Others use variable pricing, which will fluctuate with your demand. Communicate with potential vendors about which pricing setup works best for your budget and your goals.
Align Your Expectations
Once you choose a vendor, discuss your goals and what you expect out of their services. During the onboarding phase, you can establish quality expectations, decide on metrics for success, and share information about your brand’s long-term goals. By communicating with your new partner, you can successfully work together to pursue your company’s growth.
Getting Started With Confie BPO
If you’re looking for ways to strengthen your business operations, working with a call center can be a powerful strategy. Before you dive in, it’s important to ask yourself: “How do I find the right call center for my business?” When you identify your priorities and carefully research potential options, you can find a BPO provider to successfully streamline your business and save you money.
At Confie BPO, we have the systems, tools, and staff to fulfill all your call center needs. As a nearshore solution for U.S. providers, we offer a balance of expertise and affordability that can help your company thrive.
You can take the first step toward finding your perfect BPO partner by calling us at 800-684-2276 or reaching out online to discuss your call center needs.
