How to Fully Research A Contact Center Solution

By Catherine Hensley
Updated: July 19, 2011

Many businesses are turning to call centers to help manage high volumes of both incoming and outgoing calls. A call (or contact) center can take over maintenance of customer relations, technical support, marketing research, and/or any other call-related tasks. Before you select a company to outsource these tasks to, it’s important to keep a few helpful tips in mind about securing the services of a contact center.

First, confer with business partners or others you trust who have used call centers for their own companies. Trusted advice and recommendations will go a long way in helping you weed through the many available providers. You can also ask to speak with clients of providers, who will be able to tell you directly about their experience.

Make sure the call center you select is equipped to handle the tasks you need it to. For instance, if you need multilingual communicators, it’s vital that the call center has personnel who are bilingual. Also, if a service provider is helpful to you during the selection process, it’s likely they’ll be helpful to your customers as well.

There are many features to consider when selecting a contact center to handle calls for your company, but with a little research and careful consideration, you’ll be sure to get the most benefits for your investment.
 

Featured Research
  • 2017 Contact Center Software Trends

    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

  • How to Select Contact Center Software in 9 Steps

    Your choice of contact center software will affect the future success of your business. Don’t leave this important decision to chance. This guide provides nine actionable steps for the selection process. more

  • Hidden Costs of Contact Center Software

    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

  • Top 11 Contact Center Vendors in 2017

    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

  • The New 2016 Enterprise Contact Center Comparison Guide

    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