Thursday, October 22, 2009

Should You Use an Overseas Call Center?

Increasing numbers of corporations are looking to overseas call centers as a way to cut costs in a tough economy. Aside from the obvious benefit of lower costs, outsourcing your customer service calls can offer a number of advantages to your business.

Call centers, especially those located overseas in countries such as India, take the need to compete with their counterparts in the U.S. very seriously. Many hire well educated and computer savvy workers and provide customer service training from top companies. These centers have acquired substantial bandwidth and have established strong connections to the global networks using satellite links and undersea optic cable.

The best of overseas call centers have committed to providing the best customer service in the industry. It is what they do, and they do it well.

Your business can reap the benefits of their expertise, and at the same time eliminating the expense of establishing your own call center and continually hiring and training workers.

A few things to look for when choosing a call center:

  • Customer references that verify the call center’s reliability and professionalism.

  • An understanding of your particular industry.

  • The ability to forecast and schedule for expected call volume.

  • Technology such as performance management and data analytics.

  • The ability to make changes and readily adapt to market conditions.

  • Above all, excellent customer service.

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