There are several factors related to the selection process of a contact center vendor that should be evaluated and verified before choosing this type of provider. Some of the more salient of these involving aspects of company culture, industry expertise, objective understanding, and propinquity, have been outlined below.
The ideal selection for a contact center vendor is one that has experience and expertise in the specific industry of the enterprise contracting it. One of the foremost means of ascertaining whether a potential provider has such experience is through the procurement of recommendations of other companies who have utilized its service. Be sure and ask for contacts of businesses that operate in a similar industry, and try to determine both the benefits as well as any areas of improvements that can be identified regarding the provider.
It is also essential to glean the particular culture of a contact center vendor to determine whether or not it will be aligned with that of the enterprise seeking its service. The best partnerships with outside providers have similar company cultures or at least involve a vendor that demonstrates a profound understanding of the customer’s culture. To that end, it is typically useful to visit the actual contact center and survey both employees as well as management to gauge factors such as diversity and demeanor of a vendor and its processes, and to identify any potential issues in regards to culture.
Any relationship with an outside vendor will fail if there is not a synonymous understanding and implementation of an enterprises’ strategic objectives. In order to ensure that a potential vendor fully understands an organization’s processes, it may be necessary to go beyond mere sales associates and speak with upper level management to guarantee that the organization’s goals and objectives will be shared by the vendor. Such conversations will enable enterprises to evaluate the full utility of the contact center as it specifically applies to their businesses.
The most successful vendors are usually located in relatively close proximity to the organization’s contracting their services. A close geographic location assists in the process of enabling the context and expedience of decisions to be handled in a readily available fashion, which benefits both the enterprise as well as the potential contact center vendor.
Relationship building with call center providers takes time. The vast majority of the aforementioned factors should ideally be ascertained well in advance of the actual selection process, in order to effectively gauge a potential vendor’s ability to fulfill these requirements in a manner that is unique to the enterprise searching for a provider.
Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more
With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses. more
Is your business researching a new contact center solution? Complete with over 120 data points, 90 features, and over 45 contact center software providers, our comparison guide is an essential asset. more