There are many firms offering call center support services, promising native agents, trained overseas call center support agents, incredibly low rates, and/or guaranteeing results. How can you separate the truth from the empty marketing gimmicks?
A good call center is one that has a rigorous recruitment procedure—vetting the best candidates—and then a robust training program to ensure the agents are fully conversant with the brand they are representing and skilled at handling customer queries and concerns. Having a three-pronged management system—with administration, project management, and monitoring—assures quality inbound and outbound call center services.
A cheap call center focuses on paying the agents better to maintain job satisfaction, which translates to a higher work rate and productivity. It keeps overhead costs at a minimum by removing layers of non-value adding administration and expenditure items.
Most call centers and support service providers charge their clients for their luxurious VIP culture, quarterly trips to Hawaii, overstaffed management, and eye-catching exteriors; look for a call center support provider that does not have these unnecessary expenses.
A good and cheap call center will not charge you for setting up, business VOIP, IT Fees, Management Fees, and Contract Change/Cancellation. It will also charge you less per hour since it does not have to cover unnecessary overhead expenses.
|Set Up Fees||None||$$$|
|Business VOIP Fees||None||$$|
|Contract Change/ Cancellation Fee||None||$|
|Hourly Rate/Overall Cost||$$||$$$$$$$$$|