Deciding which call center is the best fit for your business can be a daunting task. You likely started by seeking the most affordable solution and quickly realized there’s much more to it than that. In this industry, you get what you pay for. Knowing what matters most to you in a call center provider will help find the best option. Here are some key factors you’ll need to consider when making your decision:
Your Needs
- Call volume and coverage: How many calls do you typically get? Do you need 24/7 coverage, or just after-hours and overflow?
- Services required: Do you just need basic message taking, or do you want features like appointment scheduling, order processing, or live chat?
- Industry expertise: Consider if the service has experience in your field. They’ll be better equipped to handle specific inquiries and represent your brand professionally.
- Bilingual support: Consider your callers. Will both Spanish and English-speaking operators be required?
Service Features
- Training and professionalism: The answering service’s staff should be well-trained and professional, able to handle calls with courtesy and efficiency. Ask about their training process.
- Customization: Can the service be customized to your needs? This includes things like call scripting, message delivery preferences, and hold messages.
- Technology: Does the service offer a user-friendly online portal to access call logs, messages, and account information?
Cost and Contracts
- Pricing structure: Understand how the service charges (by the minute, per call, monthly fee). Get quotes from several providers and compare their pricing structures.
- Contract terms: Pay close attention to contract length, termination clauses, and any hidden fees.
Other factors
- Security: If you handle sensitive information, ensure the service is HITRUST certified for patient health information security and/or PCI certified for credit card security.
- Scalability: Can the service grow with your business?
- Customer service: How easy is it to reach the answering service with questions or concerns?
By considering these factors, you can choose an answering service that meets your specific needs and helps you provide excellent customer service.
