20 Points to Remember while Outsourcing Business to any BPO

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Things to Consider Before Selecting BPO Partner
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Introduction

• Deciding to outsource your call center process
  is a big decision.
• Those who speak with your customers on a daily
  basis represent your brand and are eventually the
  face of your company.
• With your repute on the line, it is important to
  choose a partner you can work confidently with
  and someone who can help improve your end result.
  
• Nowadays, Call Center Software Solutions come
  with pre-installed features that help customer
  service agents carry out his daily affairs
  without worrying about anything else.

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Things to Consider

• Cost-Efficiency
• Up-to-date Software
• Political Factor
• Timing Factor
• Manpower Trained Staff
• Language Factor
• Technology Factor
• Legal Consideration
• Smooth Experience
• Unlimited Calls
• Interactive Voice Recorder

• Price
• Providing Prompt Feedback
• Toll-free Number
• Proper Staffing
• External Environmental Control
• Intelligent Callback
• Disconnect Courteously
• Comparison
• Voice Analytics Productivity Report

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1. Cost-Efficiency

• In pure economic vocabulary, outsourcing should
  enhance profit by reducing operating cost.
• Along with cost reductions for outsourcing,
  thought must be given to the quality of services
  received.
• Notably lowering costs but with a resulting drop
  in quality should never be an end result of
  outsourcing.

2. Up-to-date Software

• It is the responsibility of a BPO firm to ensure
  that it has sufficient and adequate software at
  the office.
• The Cloud Call Center Software is a one-stop
  solution that offers multiple solutions for
  agents that tackle complex queries of the
  customers.

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3. Political Factor

• Most of the companies operate BPO firms via
  agents and contact center representatives before
  choosing an agent.
• Thus, one needs to be clear about the
  geo-political situations prevailing in that
  country even if the agent runs a calling process
  at home through online mode.
• Company and business firms need to keep it in
  mind.

4. Timing Factor

• Any BPO firm that does not provide a 247365
  facility to a company should not be considered at
  all.
• It is because a customer makes outgoing calls to
  a BPO while abroad, even therefore, a company
  cannot keep his BPO time-bound.
• Installing proper Software for Call
  Center enables the chatting agent to manage
  multiple incoming calls anytime and anywhere at
  ease.

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5. Manpower Trained Staff

• The behavior of the chatting agent matters.
• It is the agent, who will ultimately manage all
  the calls at the contact center.
• However, sometimes it becomes extremely
  untraceable to know whether the customer service
  agent behaves in a proper way or not.
• The Call Center Management Software helps the
  supervisor to study incoming and outgoing calls
  made by his staff and guide them accordingly if
  required.

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6. Language Factor

• A contact center should have agents who can
  communicate in multiple languages with the
  customers.
• Though it is relatively very difficult for a
  company to be completely re-assured of the
  language proficiency of an agent at the time of
  choosing a BPO partner.
• The software translates various messages and is
  able to understand many languages.

7. Technology Factor

• A contact center or BPO firm also needs to have
  upgraded programs and tools installed in its
  system.
• Technology is a big factor when a customer agent
  has to chat with so many people in a single day.

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8. Legal Consideration

• A BPO must stay away from the legal troubles.
• In order to ensure smoother modus operandi, it
  is necessary for a call center to have a secured
  environment and necessary software installed in
  the system.
• Using encrypted online call center software is
  the only way by which you can stay safe.
• Customers often make payment using their cards
  at a call center so it is a legal requirement for
  them to ensure safety to the citizens.

9. Smooth Experience

• Ultimately, the aim of a contact center should
  be to provide hassle-free customer serving
  experience to each customer.
• Ideally, resolving customers query at the very
  first call gives a greater amount of satisfaction
  to the callers.

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10. Unlimited Calls

• You must choose a BPO firm that is able to do
  manage many incoming as well as outgoing calls
  without investing a lot of money.
• To avail unlimited outgoing and incoming calls
  facility, a call center needs to install Internet
  telephony feature in its calling process.

11. Interactive Voice Recorder (IVR)

• It is the necessity of a BPO firm to ensure that
  the contact center number is ideally automated
  with proper IVR system.
• Customer must be able to interact with the call
  center representative immediately.
• They should not be kept in queues for a longer
  time.

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12. Price

• The price is also a necessary consideration when
  you consider a BPO firm to manage your call
  center works.
• Check with the BPO supervisor if the price he is
  charging is all inclusive or if there any hidden
  charges involved.

13. Providing Prompt Feedback

• No matter, whichever BPO is managing your
  contact center, it should be prompt at responding
  to aggrieved customers queries, mails and social
  media updates in case of any doubt or problems.
• It must be done swiftly, or else it will damage
  the companys image to a lot extent.

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14. Toll-Free Number

• It is a bonus if your BPO keeps a toll-free
  number for the convenience of customers.
• It helps you not only in lead generation
  purposes but also enhances the credibility of
  your business organization.

15. Proper Staffing

• Having skilled contact agent manning the desk to
  manage your customers queries is the best way to
  serve your customer.
• Using effective software such as Call Center
  Solutions assists an agent to directly connect to
  his supervisor and senior colleagues during the
  live call itself.

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16. External Environmental Control

• Many often, the customers get frustrated due to
  continuous disturbance during a live call.
• The Call Center Software for Small
  Business helps you to chat freely with a support
  agent without letting the external noisy
  environment trouble you.

17. Intelligent Call-Back

• Some BPOs offer a special intelligent call back
  option.
• It helps a call center staff to intelligently
  presume whether a caller is a prospective buyer
  or not.
• Then he calls back them accordingly.

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18. Disconnect Courteously

• It is a vital call center ethic that every
  contact center and BPO firm should maintain.
• You do not need to disconnect a call abruptly
  once the conversation is over.
• Rather, you should disconnect the call in a
  courteous manner only after fully satisfying
  customers queries.

19. Comparison

• In a nutshell, the call center must give better
  facilities to its clients at a compelling price.
• With proper Call Center Solutions Comparison, a
  business firm can easily find out which one will
  work best for him and which ones wont.

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20. Voice Analytics Productivity Report

• The behavior of the chatting agent matters.
• It is the agent, who will ultimately manage all
  the calls at the contact center.
• However, sometimes it becomes extremely
  untraceable to know whether the customer service
  agent behaves in a proper way or not.
• The Call Center Management Software helps the
  supervisor to study incoming and outgoing calls
  made by his staff and guide them accordingly if
  required.

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