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Topics: Call Centers

The decision to outsource your call center wasn’t an easy one. Now, you face an even more difficult choice: choosing a provider from all the call center companies out there. If you believe the advertising, virtually every company is an award-winner or voted best in customer service.

Download our free guide to discover how call center technology is evolving.

How can you possibly choose when confronted with so many options? Use these factors to help narrow your list of candidates.

1. Technology

You may not think of call centers as the most technologically advanced part of your business, but they do run on computers and smartphones and the internet, just like the rest of the world. In light of that, technological innovation is incredibly important to call centers.

The call center company you join forces with should be using up-to-date technology. One of the reasons you decided to outsource may be to get access to more advanced technology, so make sure the company you team up with isn’t using tech from the Paleolithic age.

2. Specializations

What kind of clients has the company worked with? What services does it offer? These questions must always be asked and answered when you consider call center companies as partners for your firm.

Over time, some companies will develop into specialists for organizations of certain sizes or in certain industries. They might partner with smaller firms more frequently, or maybe they’ve dealt with a number of firms in the energy industry.

Call center companies can also be experts at offering one kind of service or another. One company might offer excellent inbound services, while another specializes in outbound. When it comes to services, look for a company offering superior service all the way around.

3. Services

Talk to call center companies about the services they offer. Chances are most of them will have offerings you’ve never even dreamed about. The best providers go beyond inbound/outbound call center services and offer you more. Check out their menus to ensure you’re getting the services you need and want right now.

Additional services to look for include business planning services and business process services. Also look for newer service offerings, which show the adoption of new technology; they indicate the business is forward-thinking. You may not need all these services right now, but you might need some of them in the future.

4. Flexibility

Thinking about the future, you may need to expand services; in fact, you hope to as your business continues growing! You don’t want to worry whether or not the company you team up with for your call center can keep pace.

Call center companies often have the capacity to scale with your business, ramping up services and adding on as needed. While you might worry about scalability, the best call center companies can help you scale.

5. Costs

Costs and pricing are probably the first things you think about, so why are they so far down this list? Because, at the end of the day, cost isn’t everything. Some call center companies offer you too-good-to-be-true deals or unbelievable pricing, but they can’t deliver.

You need to think about more than just the price, although cost is still ultimately a factor when it comes to selecting the right provider for your company.

6. Reputation

Dig a little deeper into those advertising claims about being number one in customer service. What kind of reputation does the call center company you want to work with have?

A call center company with a solid reputation can give you recommendations from clients and refer you to case studies. You might even be able to dig up those recommendations on your own. While many of the taglines might sound like advertising noise, sometimes, you’ll discover a company that clients hold in high esteem.


Kenny Johnston

Kenny Johnston

Kenny brings over 20 years of industry experience to his role as president of Bill Gosling Outsourcing. He began his career in the United Kingdom in 1993, and has progressed his way through the ranks to his current role. Kenny is responsible for operational budgets, developing client relationships, and working to create the long-term vision, business philosophy, and company culture that Bill Gosling Outsourcing aspires to.

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