Choosing the right call center is not always easy, especially when you are thinking about switching your call center provider. There can be many reasons to switch to a new call center, such as – poor call center performance, outdated technology, unreasonable cost, and diverging business interests, among others. When your call center provider is not able to live up to your expectations, how can you trust it to meet your customers’ expectations! After all, customer experience and customer satisfaction can make or break a business today.
However, switching to a new call center is a complicated and tricky process. You need to find a call center provider that suits your needs, communicate your brand identity, brand vision, and goals. Therefore, it is wise to consider a few things before switching to ensure that you are making the right decision.
1. Your Project Goals
It is wise to remind yourself why you outsourced your customer service. In most cases, companies outsource because it gives them a cost advantage while maintaining a high quality of service. In some cases, companies outsource as they want to use a skilled workforce but do not want to spend time on recruiting and training employees. Outsourcing lifts a portion of the workload off their shoulders and allows them to focus on their core business.
If your current call center provider is not helping you meet these business goals even after repeated discussions and re-strategizing, it is time to make the switch and opt for a call center services provider that aligns with your values, vision, and goals.
2. The Outsourcing Contract
The lifecycle of agreement with your current call center is also something worth considering. It is easier to shift to another provider at the end of the present contract. If you choose to switch halfway through the contract’s validity, you may have to incur heavy penalties in the name of termination fees and other charges.
To avoid the situation, you should consult your legal team to minimize the risk and damage involved in this kind of switch.
3. The Risks And Costs Involved
Transitions are always costly, especially when you are thinking about switching your current call center provider. You can either stop you from your existing call center operations and start building a new one with a new vendor or choose to work on building the new process before your contract with your current vendor has ended.
The latter case will ensure that your customers continue to get the support they need. However, it will also mean huge expenses. But at least, you will continue to deliver high-quality customer experience to your customers even during the transition.
4. Building New Partnerships
Creating a healthy professional relationship takes a lot of time and effort from both sides. You need to keep that in mind while switching to a new provider. The new provider will need some time to adopt your values and processes, and at the same time, you will need some time to fully understand their operations, principles and performance standards to make sure that they will be able to help you reach your goals. If you consider that you may have to devote that time at the beginning of forging a partnership, it will be easier for you to build a relation with your new call center partner.
Considering these things will surely help you make the right decision regarding the switch. However, effective communication is also necessary to make the switch successfully and seamlessly.
If you’re thinking about switching your call center providers, call 866-775-4755 to speak with our marketing expert. Ameridial has over 30 years of experience in helping the stalwarts in the healthcare and retail sectors achieve their business goals. We will cater to your customer service and customer experience needs with utmost professionalism and efficiency.