> Criteria for Selecting Call Center Services
Posted on Jul 21, 2010 04:21:03 PM
Customer service call center
There are several parameters on which call center services can be judged. Listed below are some of them:
- Onshore Management and Offshore Prices: The call centers that provide this service, deliver the best of both the worlds. The onshore management aspect takes care of the cultural difference between the managers of the customer service call center and the actual client. On the other hand, offshore pricing helps the client utilize labor arbitrage to its fullest.
- Exclusive Treatment of the Client: Several leading BPO call centers provide the facility of appointing a project manager for each client. The job of such managers is to ensure the smooth working of the client’s processes.
- Generating Reports: Another characteristic of a good BPO call center is report generation. Such reports contain detailed information about call durations (called per unit time), total revenue, average speed of answering a call and call handling time. By providing these reports, the call center keeps the client involved in the whole process.
- Infrastructure: The call center complex should be fitted with world class facilities. The communication and IT appliances should be state of the art. Power backup is also a must for such places