Top Questions to Ask Your BPO & Call Centre Provider Before Signing the Contract
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Business process outsourcing or call center outsourcing is one of the most important strategic decisions an organization can make for the organization’s effective functioning and customer satisfaction. However, before you make the big decision of choosing a partner allow me to provide you with a list of questions that you have to pose to avoid ending up with the wrong partner.
Below is a list which will assist you in the evaluation of your potential BPO and call center provider. Infosearch can be your right choice as we provide the best and suitable solutions for all your requirements or the questions below.
- What type of service does your company provide and to what extent can these be personalized?
• How personalized is their service delivery system?
• Can they manage the extent and density of your work?
• Are they provided with all sorts of services starting with customer support and ending with technical support and back office functions?
2. What is your experience in the industry?
• Have they partnered with other firms within this industry?
• Do they know regulatory environments of the market you operate in and your/impaired clients’ expectations?
• Can they provide references or cases part of this experience?
3. Tell Me About Quality Assurance Business Processes
• How do they ensure its consistency and how do they monitor service quality?
• Which financial and non-financial KPIs will they compile, and with what frequency will they provide such information?
• Does the firm have feedback system that may help in making adjustments from time to time?
4. How do you ensure data security and compliance?
• How does the Enterprise prevent the leakage of confidential information?
• What measures do they implement when faced with either a data breach or a cyber-threat?
5. Which Technologies and Tools Do You Choose?
• Does the company employ new technologies such as Artificial Intelligence, Automation or Analytics in operation?
• Do they use compatible technologies for what you currently have in your organization?
• How do they use technology to guarantee scalability and functionality?
6. How Do You Select, Develop, Train, and Retain Your Employees?
• How do they guarantee their agents are competent?
• Is it possible to upgrade these agents by giving them constant product, service, and policy updates?
• How do they keep staff turnover rate low?
7. What Measure Have You Put in Place in Regard to How You Cope with Peak Periods or an Increase in the Volume?
• What does their capacity to scale up or down due to seasonal fluctuations or influxes of work tell about them?
• How do they do this to maintain standards during peak times?
8. So, What Is Your Pricing Strategy?
• Pricing: As a client is going to transact, he or she wants to know whether the prices charged are relative to the services or goods they are going to receive, and whether other factors are involved.
• How about additional costs?
• Does they provide a variety of payment structure: based on hourly rates, agent rates, or task rates?
9. In your enabling methods, how is communication and provision of update made?
• How do they have to stay connected and produce report within that time frame?
• How easy is it to get a hold of, or speak to an account manager or the main point of contact?
• Is there available real time performance or activity dashboards or reports?
10. Do You Have Business Continuity and Disaster Recovery Strategy?
• As to how they cope up during emergencies or system breakdown?
• Is there a contingency plan?
• How soon can they get back into business in the event that there will be some form of interruption?
11. Do you have any of your previous clients that I could interview to get their testimonial?
• What do their clients and former clients have to say about the services you get from them?
• Are you able to interview a reference, and therefore gain insight as to how he or she saw the event?
12. What Exactly is the Contractual Relationship, and can it be changed?
• Of the above four attributes, which one related to the contract of the software project includes duration, termination, and scalability?
• Can you change it in the future for the additional services that may be required as your program changes or progresses?
• How do they deal with conflict and performance problems?
Conclusion
These questions will help you to see if a particular BPO or call center, provider has the capacity, efficiency, and suitability for your needs. This guarantees a good start in the development of a healthy business relationship that will last into the future.
Infosearch can be the best choice for your to outsource your BPO services and Call Centre services. Contact us with your queries.