3 Things That Go Into Your Outsourced Call Center Pricing
Hiring a call center outsourcing company is a major decision. Call center customer service reps interface with your customers every day, which requires you to put a lot of trust into whichever outsourced call center company you are working with. Still, many small, medium, and large companies choose to outsource because it ultimately saves them money. The cost of recruiting, hiring, and maintaining a team of customer service representatives is cost prohibitive for most, which is why companies like (v)WeCare exists in order to serve the need for high-quality customer service.
When you make the decision to spend money outsourcing call center customer support instead of building a team in house, it is helpful to know exactly what your money is paying for.
Here are three things that go into your outsourced call center pricing:
Agent salaries. First, a foremost, a call center outsourcing company needs to pay its employees. The entire service that call center companies offer is human interaction, and so in order to maintain high-quality customer service talent, the salaries offered must be competitive. At (v)WeCare, we make our team members a priority and do everything we can to help them feel supported and appreciated. The happier they are with (v)WeCare, the better they will be able to support your customers.
Fast and reliable technology. A call center outsourcing company is no good if your customers cannot get through! It is important for customer service outsourcing companies to work with fast, reliable technology platforms for phone calls and other types of support. System crashes and unreachable numbers should be considered unacceptable, which is why a significant technology investment is necessary.
Ongoing training. Customer service is a skill that needs to be fostered and maintained. At (v)WeCare we continually train our team members on both customer service, and on the industries, we work with. When you sign on with (v)WeCare, we will actually put our call center reps through training that is specific to your business. That way, when your customers call in, they will be speaking with someone who is just as knowledgeable about your industry, company, and products as you are.
So the next time you consider a quote or a bill from your call center outsourcing company, consider all that goes into it. It is still less expensive than hiring and maintaining your own team of support reps, and the service you receive will undoubtedly be top-notch. It is also important to keep in mind that a call center outsource company of quality will have no problem with bill transparency. If you want to know where your funds are going, you should be able to ask and receive an itemized invoice without question. This can be helpful when it comes to vetting which call center outsourcing company you want to work with.
If you would like to work with (v)WeCare for call center support, then call or email us today. We service dozens of customers across a variety of industries and would love to put our skills to work for you.