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Inbound Call Center: Top Ten Checklist These days, the business climate is really competitive; business owners are doing everything they possibly can in order to reduce labor and infrastructure expenses. Outsourcing inbound call center services is very common today, because handling inbound or outbound call center service in-house can be pretty expensive and insufficient. Outsourcing a business inbound call center is a common practice and a smart way of doing business. If your company is considering outsourcing inbound call center or outbound call center service but is finding it difficult in choosing the right inbound call center partner, below is a checklist to assist you in identifying a competent inbound call center –this checklist also applies for identifying outbound call center services as well: 1. Quality Service A reputable inbound call center can offer you cost effective services and will also assist you in reducing operating costs. 2. Quality Assurance Service You need to understand that communication is the key to customer satisfaction and of course, retention. These agents will be talking to your clients/customers, it s extremely important that they get it right. 3. Technology Find out if the inbound call center is using state of the art software, hardware and equipment. Many inbound and outbound call center services claim to use latest technology but they are not being truthful. 4. Reporting Find out if the inbound call center provides day to day reporting to track and measure performance. Also find out if the inbound call center answer 80 percent of their call in 20 seconds – this is the industry average. Is the company’s abandonment rate less than 5 percent? An inbound or outbound call center service average handling time needs to be within your requirements. 5. Confidentiality No business owner wants their business practices, methods, customer lists, leads or intellectual properties to get into the wrong hands. So make sure that you find out

if utter confidentiality is maintained. Does the inbound call center service offer a signed a non-disclosure agreement? 6. References Inbound or outbound call center services should be able to provide references. The references should be current and should be similar in size and function to your business. Find out if the previous customers are happy with the services provided by the proposed inbound call center. 7. Staff A reputable inbound or outbound call center service do not hire any ole Okie from the Muskogee to represent your company, they only hire well educated, smart, intelligent, polite and English speaking employees. 8. What other support do they offer? Find out what other type of services they offer. If you have clients who do not speak English, you should find out if the inbound call center offers other multilingual services as well. 9. Cost How much will their services cost? 10. Modus Operandi Some inbound call center services offer performance based services and some offer services based on client’s requirements.

Inbound Call Center: Top Ten Checklist