5 Important Factors to Consider When Hiring a Call Center

January 05, 2022

Blog By: Justin Lines

If you're looking to outsource your customer service and back-office support functions to a call center, there are several factors that you need to take into consideration. Not all call centers are created equal, and you'll want to make sure that the one you choose can provide your business and your customers with the best possible service.

Here are five factors to consider when hiring a call center:

Services Provided

It's important to consider the range of services that a call center can provide before making your decision. There may be some additional business functions that you'd like to outsource in the future so make sure that the call center you are considering serves as a one-stop-shop for your future outsourcing needs.

Employee Satisfaction

To ensure the best customer service experience, make sure that you're partnering with agents that love where they work. Happy agents will provide your customers with better service and be more motivated to go the extra mile to ensure customer satisfaction.

Look for companies that value their employees. Some signs to look out for are healthy work-life balance, competitive salaries, great benefits, and continued investments in employee training opportunities.

Use of Modern Technologies

To provide your customers with the best possible experience, your call center partner must be using the latest and greatest technologies.

Look for a company that has invested in a cutting-edge customer service platform that allows them to service your customers efficiently through email, phone, chat, support tickets, and more.

Flexible, Scalable, and Contract-Free Plans

When looking to outsource your support functions, you not only want a company that can provide exceptional service for your employees and customers today but one that can effortlessly scale to meet your future business needs.

A flexible plan will allow you to expand or contract as needed while still providing quality customer service. Look for companies that offer simple hourly rates without any hidden seat leasing or set up fees.

Location

When looking to outsource their business functions, many companies consider off-shore call centers for the pricing or onshore centers for the quality. With a nearshore call center, you get the best of both worlds.

Nearshore call centers offer 4 undeniable advantages that can benefit your business:

Reduced Cost

Save money on costly US-based support center wages.

Similar Time Zones

Easier for you to contact your service agents during business hours since they're not halfway across the globe.

No Language Barriers

Nearshore agents are bilingual in English and Spanish, making it much easier for them to communicate effectively with your clients.

Highly Skilled Agents

With a heavy focus on education and professional training, Mexico is home to several impressive tech hubs, like Tijuana, filled with exceptionally talented individuals motivated to provide your business with the best possible service.

Choose the Best

You can get all of the above and more by choosing Baja Call Center Services as your nearshore customer service outsourcing partner. Offering exceptional service at a low price, we're able to provide your business with the best of both worlds: affordable pricing and outstanding quality.

Whether you need help outsourcing multiple business functions or if you just want an experienced call center to handle your customer service needs, our highly skilled agents will meet and even exceed all of your expectations.

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