How to Choose the Right Outsourced Call Center?

How to Choose the Right Outsourced Call Center?

There are so many options to choose from in the outsourcing industry today, how does a company decide in who’s hands to put their customer interaction?

Usually, when speaking with companies or industry experts, the first question we hear is what do you charge for bilingual inbound customer service support? There is usually a target range broken down to some country average such as Guatemala is X Dollars per hour, Mexico is Y Dollars per hour and the U.S. is Z Dollars per hour etc etc.

My thought is, how long is a piece of string? What kind of support?  What level of knowledge does the agent need to give the customer experience necessary? What level of English does he or she need to have? What quantity of agents and how many hours? In what way can our call center be a difference maker in the customer’s business? The list goes on and on.

So how to choose? Obviously price plays an important role in any buying decision. We always want to strike a balance of affordability and high end service. The key is to give great value. At Guatecall, we positioned ourselves as offering a higher level of service while staying in a more affordable price range. We did this by locating our call center nearshore in Guatemala, Central America.

Being nearshore and employing people from the top 20% of our robust contact center industry, mixed with our can do attitude and environment, allows us to give our customers great service and value, our employees a higher pay as well as give back to our community.

Given all that, you might say, great but other companies say similar things. That’s true and some might also actually do it ;-).

When I read about companies and what they speak about when it comes to customer experience, the word passion pops up often. But what is this passion about? Every company is, or atleast was, passionate about something. The key is to understand what the company is passionate about and if we, as an outsourcer, share the same passions and set of values. If so, we are well on our way to a mutually beneficial relationship. If not, well that’s why there is chocolate, vanilla and every other flavor under the sun.

By aligning your company with our Latin American bilingual English Spanish call center, you will be well on your way to scaling your business and increasing revenue. Our call center is well versed in inbound and outbound services, web chat (click to chat), email response, surveys and other critical business needs. With our aligned passion and can do attitude, the sky is the limit! How can we help you succeed?

This article was written by Perry Silber, COO of GuateCall. GuateCall is a Near-shore contact center provider of multi-channel bilingual English and Spanish call center services located In Guatemala, Central America. Whether through voice or chat, we can provide superior services to your organization. If you would like to learn more about GuateCall and Call Center services in Latin America, please reach out to me at 713-474-2222 or by e-mail perry@guatecall.com.

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