Enlisting a call center service to handle your company’s customer service or lead generation campaign is an ideal business solution. Unfortunately, when things don’t work out, businesses are all too quick to blame the call center. As the saying goes, it takes two to tango, and for this option to work, you also need to do things from your end. Here are tips to keep in mind:
Prepare a Service Agreement and Contract.
Treat hiring a call center company as a normal business transaction. With that in mind, you need a legally binding document where terms and conditions are clear and both parties agree upon. If you do away with this critical paperwork, you can’t reprimand the call center if your needs are not met.
Give appropriate company info.
You can’t expect a call center to know the nature of your business if you don’t provide them with the necessary information. As such, arrange for one of your top employees to do an orientation lecture to brief the call center company on what your business is all about, including core principles, mission and vision, and the like. Doing so would help the call center customize its training requirements in line with your company’s goals.
Outline an incentive program.
If you’ve laid out difficult targets, like 10 closed sales per day, incentive programs will be an effective motivator for agents to double their effort. This way, both your business and the call center can reap the benefits.