Growing businesses, especially those planning to capture the international market, must be extremely careful about who they do business with.
This is especially important if you’re going to team up with a customer support provider. Because they’ll be representing your brand as they interact with customers, you need to make sure that they are reliable and that they have a spotless reputation.
Therefore, before you sign any kind of formal deal with an outsourcing company, be sure to do your homework. The smartest thing to do would be to conduct a background check on your prospective call center. This is one of the best ways to make sure that you’ll be working with a reputable firm who can adhere to your standards.
Here are tips you should keep in mind as you assess a contact center’s reputation.
1. Their website is your first stop.
Every brand, regardless of what industry they’re in, utilizes digital platforms to build a good online reputation. Thus, as you check out a company’s background, make sure to look at their website. This will give you a good idea about who the organization is, how they grew, the major services they provide, and the people or companies they’ve worked with. As you move along the background checking process, make sure to verify whether the information on their website is consistent with what other people say about them.
2. Check all their social media pages.
Facebook, Twitter, LinkedIn, and other social media sites are great tools for reputation assessments. In these pages, you’ll find the information that a company has chosen to share. Aside from this, you’ll also find:
• comments from customers
• product or service reviews
• conversations among customers
• company’s connections
While browsing a call center’s social media pages, pay special attention to complaints raised by customers or employees and how the issues were handled. But if you can’t find any negative review or comment on their page, it doesn’t automatically mean that they’re completely trustworthy. Remember, some brands delete negative comments or reviews from their pages just to clean up their image.
3. Ask for references.
If you’ve already checked out a company’s social page, then you may have already found the people and organizations they’re connected with. However, you may also directly ask your prospective customer service provider for references. These may be businesses they’ve worked with in the past or one of their existing clients. Make sure to get in touch with these contacts and ask them about the call center’s performance, services, and what it’s like to work with them.
4. Talk to employees.
Evaluating the organizational culture of your prospective call center is something you can’t skip. Good services are a reflection of a company’s internal strength, which is achieved through effective management. That’s why it’s a good idea to talk to the employees of your future provider. Ask them about their work environment, what they like and don’t like about their company, and what they still want to improve upon in terms of performance.
5. Try their customer service hotline.
The best way to determine whether a contact center can adhere to your standards is to try out their services yourself. As part of the background check, you can pretend to be a customer, call the provider’s hotline, and experience how they attend to callers’ complaints and resolve issues. You may even try connecting with them using other channels such as email and social media. This way, you’ll be able to evaluate their performance and make recommendations on how to improve it.