The highly globalized market that most companies now thrive in requires organizations to have employees who can speak more than just English. Being proficient in one language may be enough in many instances, but going bilingual can take your business to a different level. Bilingualism offers more flexibility, opportunities to make new connections, and a way to come up with unique business solutions.
In the outsourcing sphere, this is what a bilingual call center does. Their agents, who leverage more than one language, can handle services to make business processes more dynamic. Thus, it goes without saying that bilingual contact centers hold the answer to your business’ inevitable need to expand.
But how do you choose a contact center for your outsourcing needs? Here are five handy tips to help you in the process.
1. Consider the type of services offered by the call center.
Before proceeding into a deal, you need to consider the services that are being offered by your prospective outsourcing companies. This will help you figure out which among them can truly satisfy your business needs, and which ones are not appropriate for the task. Knowing the range of services being offered will also help both ends in acquiring new channels of customer service that best fit your business goals.
2. Understand and assess their core values.
Working hand-in-hand with a business partner can be tricky, especially if your partner subscribes to a different set of values. Even more so if their values and beliefs clash with your own. Aside from this, understanding another company’s core values can give you an idea of how they handle their work processes. If their values are aligned with yours, you can expect a harmonious business partnership with them in the long run.
3. Listen to other companies’ feedback.
Gathering feedback from other companies that a particular bilingual call center has worked with is a good way to assess what the organization is capable of. You can ask their previous partners about what they liked and did not like about the call center, and even solicit some tips about how you can maximize your future partnership.
4. Weigh their price.
Price is an important, if not the primary, concern of many outsourcing companies. Weighing the price for a particular type of customer service solution against the quality of work that the call center promises is a prerequisite before you proceed into a formal business deal. Do not hesitate to voice out your opinions and negotiate if necessary.
5. Do a test call to their customer service hotline.
Many managers skip this part, but it is actually one of the most effective ways to assess the performance of employees in a particular call center. You can either listen to phone calls or do a test call yourself to experience firsthand the quality of the service being offered by a contact center.
Outsourcing companies have to guard against poor work quality and inefficient work processes when choosing the call center that they will be working with. For good measure, a careful evaluation of prospective outsourcing partners must be done in order to secure a bright future for your business.