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Call Center Requirements Checklist Item #5: Training

How comprehensive is the call center’s training program? What do they train on and how is it facilitated? Is there continuous skills and/or customer service training offered that helps level up the knowledge of the team? Well-trained employees are essential to a call center’s performance and to the overall success of your individual business. Remember, you’re outsourcing an important part of your business, and you will want to make sure these outsourced employees are trained in all the right fields that matter most to you and your business.

Call Center Requirements Checklist Item #6: Technology

call center requirements checklist

One of the many great advantages of using a call center partner is you’ll gain access to some of the very best technology in the business. A vendor that has invested in leading industry technology certainly makes a strong partner. You’ll also want to consider if it is important to have the call center integrate with your CRM or other technologies that you use to help manage your customers. Consider the technology you’re currently using and make sure the team you hire can use it, too.

Call Center Requirements Checklist Item #7: Reporting

What are the reporting requirements that are essential for you to have insight into? In other words, how will you track how the call center is performing based on your goals? Some companies only provide basic summaries of how many calls they made or received in a given time period, while others provide greater detail, which helps provide further insights into the daily performance. Ask to see samples of reports and if they can make customizations for you, if needed.

Call Center Report Requirements Checklist Item #8: Performance

Has the call center had a history of great performance for the clients they work with? Choose a partner that consistently performs and are able to adapt in situations should something go wrong. Hiring the right call center is just like hiring any other employee for your business. Do your due diligence. Ask for references. A call center that is well established will have other customers that can attest to their performance and overall company.

Call Center Report Requirements Checklist Item #9: Compliance

In general, the technologies and processes with a call center partner should both fit your business needs and any regulatory standards as a company. A reputable call center will have a robust process to ensure all compliance regulations are met as governed by the telemarketing industry.

Call Center Requirements Checklist Item #10: Cost

It is obvious that you will want to select the vendor with the highest performance at the lowest price. However, pricing models vary in the call center industry. Read over the different pricing models and decide which one is best for you and your company. When comparing estimates and pricing between vendors, you’ll want to make sure you’re using an apples to apples comparison.

Call Center Requirements Checklist: Conclusion 

When it comes down to it, at the end of the day, when all of the numbers have been analyzed, what is your ‘gut’ telling you? Do you feel like you can form a solid partnership with the call center? Do they have the right leadership and management in place to help your business achieve its objectives? If so, it’s a great sign! Consider starting with a small concept test to determine if your assessment was accurate.

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