I am always perplexed by the concept of outsourcing call center services to a company that pays their employees minimum wage. Contact centers should have an added value or higher performance standards to justify the increase in salary. If the same job can be done at a cheaper price with the same quality, than what’s the purpose of outsourcing to that location?
There is no need to fall in love with the city or country you are outsourcing contact center services to. Fall in love with the way your customers are being treated! Fall in love with the value your contact center services provider offers. Being an “American” call center is useless if that’s your whole competitive advantage.
Some “Let’s get real” questions to ask yourself
- How long will your front line agents stay on the account?
- Do they see their position as a career or just a way to make some money that’s better than flipping burgers until they find something better?
- What is the turnover rate?
- What is the interest level you hear when auditing calls?
- Do the agents sound like they care about your customers or is it just another call?
If call center companies invest the time to hire, train, motivate, educate and create an environment that creates the service levels that their customer’s desire, they can’t afford to lose their employees because they only pay minimum wage. This leads to question, so do they really spend the time necessary to hire, train, motivate and educate as they should? Can your business afford to have mediocre customer service as your front line representation when your customers contact the company? Scary thought isn’t it.
It’s time to be real when it comes to outsourcing. Don’t get all excited by the bells and whistles that big box call centers show you. The huge facilities, the amazing recreational rooms are all fine and dandy but at the end of the day, their employees pay are still taking a beating in order to finance the high infrastructure costs of these operations.
Test run call centers. Create competitive environments and allow the call center to prove their worth with performance and reliability. Your customers and business will be glad you did!