Outsourcing as a Solution
The idea of call center outsourcing can seem daunting. For those contemplating using this service for the first time, it can be overwhelming. Some businesses that currently use outsourced call center services may be looking for a change and know it is not always an easy transition. At Ameridial, we have offered outsourced call center solutions for thirty years and our experience gives us a unique position in the industry. We’ve even touched upon the basics of outsourcing in our blog. We understand your concerns, the proper steps to implementation, and the level of service you expect.
There are many parts to choosing a call center to ensure it will meet your needs. Location, services offered, knowledge, and experience are just a few. You want your customers to have the same, if not better, experience with your vendor as they would in-house. Think of outsourcing as delegation. Simply put, you want to have the experts to handle this piece of business with you and for you so you can focus on other business needs.
Additionally, there are two parts: inbound call center solutions and outbound call center solutions. Many of our clients even combine the two to give their customers an all-inclusive customer care experience. However, you want to set up your support, we can flex to meet your needs.
What to Expect When Working with a Call Center
If you currently outsource and have the feeling you aren’t getting the complete story from your vendor, we can tell you we’ve heard that before from clients. They come to us because they are drawn to our transparency. In fact, transparency and partnership are two of our business tenets. There is a certain mystery about outsourced call center companies when there shouldn’t be. For us, we keep it simple. We meet with you, casually discuss your business needs and explore the possibility of working together. You can come to any of our sites for a visit to meet the team. If you’d like to learn more we’d love to join in on your RFI or RFP process. Even after we sign an agreement we encourage regular face-to-face meetings with our clients. We customize reporting to your needs and have on-demand capabilities as well. Call recordings are accessible and if there are customer service issues, we proactively report problems so they can be addressed. Your outsourcing solution should be just that – a solution.
Geographical Diversity in Call Centers
The old adage is true – location, location, location. There are so many choices when it comes to selecting a company to handle your calls. One of the main reasons we are chosen by our clients is that we offer domestic call outsourcing solutions. With our diverse location, you’re not far from coming in to visit pre or post contract. If you fancy visiting the National Football Hall of Fame you’re just minutes from our corporate office in Canton, Ohio. Want to be near the beach or the mountains? Visit us close to Charlotte, North Carolina. Every one of our call centers (ask us about the moose in Maine!) contributes to our geographical diversity. Your calls are handled on American soil.
Budgeting and Forecasting
Let’s get down to the heart of the matter. A driving consideration behind exploring outsourcing companies is cost. We can build flexible agreements that allow your costs to be predictable, affordable, and offer the best return on investment. Start-up costs, hiring costs, training costs and call time costs as applicable are all discussed and laid out before work begins. Like many popular commercials brag – we don’t have hidden costs. We understand why we are part of your business plan, and that is what makes us one of the top call center outsourcing companies. The best way to start this discussion is by contacting us.
Companies in the USA must further distinguish themselves and how they do so must be taken into consideration. Most of our staff is the above-average age for ‘typical’ call center settings, and they bring with them a special level of maturity and experience. Longevity in our agents and in our management team is commonplace. Our trainers have been with Ameridial for many years and have a great deal of experience in running successful training classes achieving maximum graduation rates. Ameridial has comprehensive training programs and can emulate your own fine-tuned internal training or create new material as needed. We offer in-house quality assurance specialists who monitor calls on a regular basis providing immediate feedback to the team. We don’t take our clients for granted, and we work hard to make their experience with us a success.
Take the First Step Towards Change
We state on our site we specialize in Healthcare, Retail, eCommerce, Nonprofit, and Auto Dealer services but if you feel you don’t belong to any of those areas, please reach out to us. Not everyone fits into a category, and in thirty years of business, we’ve encountered many diverse call types.