How to choose the right outsourcing partner for your call center services

How to choose the right outsourcing partner for your call center services

Nowadays outsourcing is a good strategy to promote products or improve certain sectors of a company at a cost-effective price. Many service companies use outsourcing especially to improve the contact center services and offer customers better solutions by spending the same amount of money. At the first glance it seems like one of the best strategies to use in a company, but it is more to it than just that. There are also risks involved and cons against this strategy, but still, many big companies use it to gain easy and fast profit and reduce the costs. What is the solution to a successful outsourcing strategy? The right partner.

Managers are those who handle the contact center services and they are pressured by two forces at the same time. On one hand, managers are the ones who need to improve the customer services and on the other hand, senior executives push them to reduce costs. Under these circumstances most of them choose outsourcing as a viable method to achieve both requests at the same time. And most of them get great results very fast thanks to the partner they choose to outsource with. But how exactly should a manager choose such a partner?

The first thing to think about when it comes to outsourcing is that it should mean high quality services at a low cost. The partner you and your company choose must have four main qualities and those are proximity, low turnover, political stability and cultural affinity. So, if these four qualities are there, all you have to do is close the deal. But you should be well-informed before making a decision and get to know these qualities in a more detailed way:

  • Low Turnover – English-speaking countries are always more advantaged than other countries when it comes to the quality of call center outsourcers. Canada is one of the best countries when it comes to outsourcing as it has a lower retention rate than any other English-speaking country. This is usually attributed to high unemployment rates and also to a stronger work ethic. A low turnover is translated into great stability for outsources and continuity.
  • Proximity – This is a very important issue when it comes to outsourcing. If you want to create a long-term alliance then you must consider this factor as it is better to find a partner who is closer than one in the other part of the world. Finding a closer choice is usually more comfortable.
  • Cultural Affinity – The closer is your partner to you, the better will you two get along. Usually, cultures that are close have more things in common and can create a better work environment.

Political Stability – You need to find a partner that has political stability in its country. Countries like India, Mexico or Malaysia are inexpensive but the political climate is more likely to be unstable.