Following are some of the features to look for in the call center service provider before outsourcing the task:

n Extent of Coverage: If your business requires customer interaction across a number of cities, it is imperative to look for a call center that has presence in multiple locations. Alternatively, it should be ensured that it has the facility of a single number, in case it operates from a centralized location.

n Quality of Infrastructure: The infrastructure of the call center should be in keeping with the latest technology that is available in the market. The quality of telecom equipment, specially that of switches, is of particular importance in this regard. If calls need to be routed, then the type of router being used should be checked. Also important is to find out how calls are being routed, whether it is on a LAN, database server or LAN server. Are the calls being blended or the facility of intelligently routing is there? Please find out. The equipment that the call center is using should be from reliable and well-known companies.

n Security of Data: The safety of customer data is very critical in today’s highly competitive business scenario. Chances of data being pilfered or hacked by competitors are quite high. It is in the best interest of the outsourcing company to ensure that customer data is not misused. The credibility of the call center has to be properly ascertained before outsourcing the functionality to it.

n CRM Capability: This is fast emerging as an important part of a call center operation. It should be kept in mind that the call center service provider is using a software that is capable of routing incoming calls and contacts based on the value of each customer. Moreover, it should be able to generate reports on the basis of interaction with the customer that draw certain value-added conclusions. The call center should also have the facility to identify and separate high-value customers, who should receive personalized prompts when they send an e-mail or visit the website for customer service.

n Cost: Needless to say, one should go for a call center that provides value for money. This doesn’t necessarily mean going for a cheaper alternative. But at the same time, paying a higher cost does not guarantee a good quality of service either. The cost of services in a call center generally depends on the volume of calls, the profile of agents, and factors like peak call volume. One has to carefully evaluate the call center service provider on these aspects and then enter a negotiation process. Paging companies, which have transformed their businesses into full-fledged call centers, may offer a better deal here than the pure-play call centers.

n Expertise: The service provider should have sufficient expertise in serving a wide variety of markets. It should have the capability to handle calls of all nature, ranging from simple questions to technical queries. Those having a combination of both will be in a better position to offer complete services. This can save you the task of going to multiple service providers for different services. Ideally, look for a service provider who has the capability to provide a contact center where the customer interacts.

n Quality of Agents: Notwithstanding the above factors, the quality of agents will make the real difference. One has to take stock of the quality of training that is being provided to agents who are going to handle calls, e-mails, etc. It should be found out if the call center has a pool of talented and experienced agents to handle calls, specially the technical inquiries