How to Create a Well-Built Call Center Strategy

How to Create a Well-Built Call Center Strategy

Developing a brief strategy for exporting your call center can be a daunting challenge, but not impossible. It is significant to be thorough in your planning & not to be disheartened if you have started & stopped the process one too many times previously. No two call centers are the same, but when deciding on a BPO, they can follow the same necessary steps. Here we expose the key steps towards building a strong call center strategy so that you can get your call center up & running in no time.

Ensure everybody is on board:

Let’s assume you have determined that outsourcing is the only choice you have. This typically happens when your existing processes are no longer meeting business goals & you require reducing costs in order to remain competitive. Now that you have determined that you are ready to begin sourcing potential call center partners, you must make sure all stakeholders, departments & personnel are on the same page before making any important changes.

Lay the Foundation:

Define accurately what you are looking for, just like any partnership, compromises have to be made but it is significant that all interests are fulfilled. This can be summarized in three areas expectations, risks & finances.

Set Expectations:

Your team should list their expectations of a call center partner so that no one is dissatisfied.

Calculate Risks:

Every partnership agreement has risks associated with it. It is significant to understand these risks prior to decide on a call center.

Decide Budget:

The entire point of outsourcing is to lessen costs right? Analyze direct &indirect costs by developing some use cases. This will permit you to source the most suitable call center partners for your organizational requirements.

Sourcing the Right Partner:

Once you have defined your goals & objectives, you can begin the sourcing process that means research. There are many of call centers offering a lot of the same things, but if you’ve clearly defined what you are looking for, it would not take long to narrow down what type of call center is best suitable for you. When you have locked down some potential options, you must reach out to any businesses they have worked with to meet intelligence on their performance. This will be vital to selecting a trusted partner. Nothing is more beneficial than client testimonials.

Develop a Two-Way Service Level Agreement:

Successful call center strategies engage two parties that are mutually fulfilled with the final agreement. Be as see-through as possible about every service expectation & cost factor so that both parties understand what will & will not be included in the outsourcing agreement. In defining the service level agreement, it is significant to talk about objectives for the project, how long it will take & how results will be measured. If you do not define SLAs & key metrics up-front, miscommunication & problems are bound to happen. Be methodical in your service level agreement, or you may get stuck with a poor return on your investment.

PT Aplika Karya Solusi Bisnis is a provider of business communication services based in Indonesia. We provide global conferencing solution, video conferencing services, Hosted Call Center, session border controller, Virtual PBX and other telecommunication solutions for business of all sizes. Please contact us at sales [at] aplikabisnis [dot] com or 021-2986-6186 for any needs for  Call Center Strategy or Call Center Outsourcing needs in Indonesia.