Outsourcing your call management service: 7 key criteria for choosing your service provider

By choosing to outsource their call handling service, companies can delegate the management of their call centre to an external service provider. This approach enables them to offload certain internal responsibilities, focus more on their core business and, as a result, improve productivity, flexibility and visibility. However, finding a quality provider can sometimes prove difficult, given the large number of contact centres specialising in outsourcing. To help you make the right choice, here are 7 essential criteria for choosing the right external service provider.

What does it mean to outsource your call management service ?

Outsourcing call answering services is a call management solution that handled remotely by a service provider. Unlike traditional call handling systems such as PABX or PBX, which require physical equipment on site, remote call management rely on a cloud-based infrastructure.

The provider in charge of managing incoming calls can handle various types of call, such as troubleshooting, appointment scheduling, reception, assistance, telesecretarial and others. To meet the requirements laid down in the specifications provided by the client company, the service provider puts in place key performance indicators (KPIs), as well as human and technological resources.

Companies usually resort to outsourcing their call management service when one of the following situations arise:

• When in-house management of incoming calls offers limited added value to your company;
• When the time dedicated to in-house call centre management prevents you from devoting time to your specialised activities;
• When your customer service department is frequently overwhelmed with calls;
• If your customer service is often out of order;
• If you don’t have sufficient in-house skills to handle incoming calls.

What are the advantages of outsourcing your telephone answering service?

Entrusting your call management to an external service provider brings numerous advantages to your company and your business:

Refocusing on your core business

By outsourcing the management of your telephone calls to specialised contact centres, you free up resources and energy to refocus on your core business. You no longer have to invest in time-consuming tasks, allowing you to focus all your efforts on developing your business. The professional ensures telephone service availability, even outside your normal working hours, guaranteeing continuity of service.

Quality service

Our agents are specially trained to handle your incoming calls efficiently. They are committed to ensuring the quality of call handling, respecting your guidelines and preserving the confidentiality of the information exchanged.

Cost control

The outsourced call management system is hosted on remote servers, usually in the cloud. This solution eliminates the need to invest in IT equipment, dedicate a specific space on your premises and hire dedicated staff. By opting for an outsourced call handling service, you avoid costs that can sometimes be considerable, giving you greater control over your budget.

What’s more, by opting for an external service provider to handle your calls, you have clear visibility of service costs from the outset. Before the partnership begins, the service provider provides you with a price list, enabling you to plan and manage your expenses effectively.

Flexible and open to change

Outsourcing inbound call management offers considerable flexibility in terms of configuration and customisation of features. As your needs evolve, you can add or remove phone lines, set up queues, configure interactive menus and more. This flexibility means you can easily adjust your call service as your business grows.

7 criteria to consider when choosing an offshore partner for call management services

Choosing the right provider to handle your call answering services is a crucial decision for any company. Here are seven essential criteria to take into account to ensure you make the right choice:

1. Experience in your industry

Choose a service provider with in-depth knowledge and proven experience in your industry. This expertise will enable him to get up and running quickly, thus avoiding excessive training delays. To assess their know-how in your field, ask for examples of previous projects, and make sure they have been successful. This will guarantee their competence and adaptability to your needs.

2. Service reliability

Check the quality and effectiveness of the solutions the provider offers by consulting testimonials from previous customers, online reviews, and asking for references. It’s also important to check the company’s overall reputation and, if possible, request a trial period. This will enable you to assess the quality of its services more thoroughly, ensuring that you make an informed decision in line with your needs.

3. Privacy policy and data security

As part of the outsourcing process, the service provider is required to process critical data concerning your customers, your business or your company. To guarantee the protection of this information, the call centre must implement strict confidentiality and data security policies. Safeguarding sensitive information must be a central priority when outsourcing your call management.

4. Flexibility

The solutions proposed by the contact centre in charge of handling your calls must be able to adapt to the evolution and growth of your business. This applies in particular to the human and technological resources deployed, which must be flexible to meet your changing needs.

5. Tailor-made service

The service provider must offer you a personalised service, and be at your side to correctly identify your needs and customer service requirements, so as to offer you tailor-made outsourcing services.

6. Proposed rates

When evaluating the prices of service providers for inbound call outsourcing, be sure to follow these steps:

• Compare rates: obtain detailed quotes by comparing costs per call, per hour or per agent.
• Items included: clarify the items included in the price, such as training, technology, and tailor-made reports, to avoid additional charges.
• Pricing structure: check the transparency and flexibility of the pricing structure, particularly when demand fluctuates.
• Reputation and experience: consider reputation, experience and customer feedback to assess value for money. An attractive price must be combined with quality service and good customer support to ensure the effectiveness of the outsourced call management service.

7. Financial stability

Hiring a service provider who is financially sound will ensure the continuity of your services. The contact centre is less likely to encounter financial difficulties or go bankrupt throughout the duration of the collaboration. The financial stability of the contact centre ensures a long-term relationship and constant availability to better meet your company’s expectations.

Choose ProContact, the customer relations outsourcing expert

As a contact centre specialising in outsourced customer relations, ProContact offers outsourced call management solutions to enable you to refocus on your core business while ensuring the quality and availability of your customer service. Our skilled, trained and hand-picked agents offer you tailor-made support to fully meet your needs.

ProContact is much more than a contact centre, we are your trusted partner for establishing a reliable, long-term collaboration. Contact us today to create your tailor-made offer.