What to Expect When Partnering a Call Center Outsourcing Company
AsiaTel is the leading Call Center Outsourcing company in the Philippines.
The commercial world is changing at a breakneck pace. To maintain a competitive edge in times of fast change and transition, businesses must remain laser-focused on their core strengths while also being able to innovate and flex with market needs.
Capacity constraints are one of the unintended consequences of innovation and expansion. At this key juncture, most businesses must decide whether or not to outsource their customer service and call center services, as well as where and with whom. The correct outsourcing partner can assist businesses to alleviate growth pains while assuring consistent customer service quality.
Choosing to outsource your call center services
to a trusted call center companies in the Philippines, is a process that demands considerable consideration and planning. The risks are enormous, and choosing the wrong provider will raise your chances of failing.
While there is no one-size-fits-all solution, there are a few expectations you should have from your call center vendor partner:
9 Important Stages of a Call Center Outsourcing Project
- There are no language barriers (whether nearshore or offshore).
Client services and operational personnel within the vendor must be fluent in English and grasp communication standards and cadence. Agents assigned to your account must also be fluent in English in order to better service your clients.
- Keep promises and contractual obligations. Too many call center BPO companies oversell their clients and subsequently fail. A good seller will not overpromise and underdeliver. Hold your vendor responsible for all he or she has promised you.
- Branding. Your outsourcing partner should understand and reflect your brand by providing an employee and customer experience that is consistent with your goal and values.
- Nimble and proactive. Expect your vendor to be adaptable and proactive while yet adhering to their procedures’ integrity.
- PMP and onboarding. The project management team and procedure of your provider must be best-in-class. When outsourcing partnerships are not properly set up from the outset, they frequently fail.
- Communication that is unambiguous. The vendor must communicate effectively and understand your organization’s goals, expectations, culture, and difficulties.
- People-centered. Underperformers frequently have extremely high agent turnover. Clients are generally delighted by vendors that reinvest in their people, agent retention, venues, and culture.
- Reporting on Performance and Metrics. Lower-level Tier 2 and Tier 3 suppliers frequently struggle to “explain the figures” to you. A Tier 1 vendor will give intelligent and actionable data in addition to KPI reporting. Reports are meaningless unless the vendor gives tactical and strategic insights, as well as advice on pivots and improvement approaches, if appropriate.
- Quality and conformity. The quality and compliance processes of the vendor must ensure that call quality scores match or exceed your expectations. The methods for training, mentoring, and staff development are excellent. And all compliance criteria that you demand are strictly followed.
- The site and data security. Tier 1 outsourcers make significant investments in the site and data security, business continuity plans, backup systems, and compliance standards such as SOC II, ISO, PCI, and others. Your outsourcer should never cut costs, risking data and other breaches.
When the choice to outsource is taken, a journey through the following essential steps begins. Please keep in mind that this procedure typically takes at least 3-6 months to complete. Depending on the length of training and the technological integration, it can be expedited:
1. Prospective vendors should be prioritized.
After identifying and interviewing potential suppliers, you reduce the field by shortlisting the most qualified prospects for additional due diligence. Please keep in mind that searching the internet alone is not always the best technique to identify your perfect vendor partner.
2. The proposal stage.
Vendors that have been shortlisted should be requested to submit a proposal. For smaller engagements, a detailed RFP is unnecessary. Instead, a brief questionnaire or a curated request for proposal (RFP) might be employed. Sending a blind RFP to many bidders you have not yet prequalified is a waste of both your and their time.
3. Choosing a Vendor.
At this point, you must select the vendor(s) who best fit your culture and business objectives. Your project team will next analyze and rate the suppliers against your business needs and other selection criteria using precise and objective information from the bids, as well as direct knowledge of your top vendors’ operations.
Your team will finalize your MSA (Master Services Agreement) and SOW (Statement of Work) with your chosen provider throughout the contracting and negotiating stage (s). Include a communication plan that specifies a cure time for concerns, a reporting cadence, and a strategy for performing frequent operational audits.
Vendor onboarding is the process of getting your vendor off to a good start by sharing documentation and data to set them up for success. Failures in the onboarding process or miscommunication of expectations will result in costly mistakes, compliance concerns, and other problems.
Tier 1 vendors can build a training curriculum from scratch or enhance your existing one. Your trainers may also conduct a “train the trainer” session with your vendor. It is also helpful to allow the vendor’s staff to travel to your location (office or in-house call center) for cultural immersion and product knowledge training.
7. Launching of Operation.
It is time to transition your customer service and call center
operations to your vendor partner. Tracking and reporting on KPIs is critical before, during and post-launch to quickly identify and address service gaps and any unanticipated issues.
8. Client Management.
Your team’s engagement does not cease once you have handed over your operation to the provider. To guarantee that the connection grows for both sides, successful outsourcing agreements necessitate bilateral and collaborative management between you and the provider.
9. Value additions and scaling.
In terms of client interaction channels, value-added products, automation, expansion, and scalability, the proper vendor can adapt to your company’s immediate and developing demands.
Call Center Outsourcing Company in the Philippines. Outsourcing to a vendor in the Philippines is one of the best ways to leverage a third-party call center and customer experience expertise, provided you select the right vendor partner(s).