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5 Questions to Ask Before Choosing an Outsourcing Company

5 Questions to Ask Before Choosing an Outsourcing Company

Are you in the process of choosing a call center outsourcing company? Before making a decision, be sure that you know all you need to know about that company, from what they offer to how they will manage your project.


If we forget to ask the correct questions, we can risk choosing the wrong solution for our company. But don't worry, here are several questions you should ask an outsourcing company to make a wiser decision.


What level of experience can I expect from your personnel?

If you are going to delegate part of your business to another company, you should be worried about who will manage it and how prepared they are to do it. Do their personnel have the knowledge and experience to manage your business processes? For example, suppose you outsource part of your contact center. In that case, you need to know if the agents have a good level of English, customer service experience, and good typing or negotiation skills.

It's okay to ask the outsourcer about the career background and skills of the people who will manage and work on your project. Ask about their personnel selection process and the management team's resumes to see their experience, skills, and achievements. If you can, visit their site and talk with some agents, supervisors, and managers of the company, it would be insightful.


Read: 6 Signs That You Should Stop Offshoring & Start Nearshoring


What type of infrastructure and technology do you use?

Nowadays, our businesses rely on technology. That is why it's crucial to know what technology our outsourcers are going to use. Do they have the contact center software we need? How does their technology perform? Can they support the required call volume?

Ask about the infrastructure. What internet providers they use, how they protect their data centers, if they have a power generator, what systems and computer equipment they use. Are those the technology features your business need? If you need something extra, will they provide it? What would be the cost? Again, we recommend making a site visit to see the facilities and the physical infrastructure with your own eyes.


What are the security measures that you have in place?

If you will share privileged information with the outsourcing company, you need to know what security measures they have, from firewalls to cameras. What online security they have, what policies they follow to protect information on-site, how they control personnel access and access to information, how many people will have access to your information, what insurances will provide, and if they have quality standards regarding security.


Read: 5 Basic Tools Every Call Center Should Use To Boost Performance


How will you help me boost my performance?

As we have mentioned several times before, an outsourcing company should not only help you reduce your operational cost but boost performance. We recommend looking for a company with experience that will work shoulder to shoulder with you and help you grow.

Ask about how they are going to manage your project. Will they set it up and forget about it, or are they going to give you reports, track KPIs, provide feedback and improvements? You can ask for case studies to see how they have helped other companies or ask them directly about a time they have helped a client boost their performance.


Ask for references

Outsourcing companies can promise us many things and say great things about what they offer, but a way to have a better perspective of who they are and what kind of service they offer is speaking with their clients.

They are the ones who can tell you if they are satisfied with the results, how the outsourcing company has solved their problems, the achievements the company has had thanks to this solution, and the strongest or weakest points of the outsourcing call center service. It also helps to know if the company has experience with similar clients as you and if those partnerships have been successful.


Are you looking for an outsourcing contact center?

We invite you to discover Call Center Services International's model. We do not consider ourselves "outsourcing." Instead, we became an extension of your current contact center operation by mirroring your processes and best practices. If you are interested and willing to ask us those questions, contact us at (877) 399-3419. We would be delighted to discuss your business needs.

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