Choosing the right call center outsourcing vendor for your business is crucial for streamlining operations and ensuring customer satisfaction. This blog provides valuable insights into the criteria and process for selecting the ideal vendor. It emphasizes factors like language and cultural alignment, technology, data security, customer experience, and the vendor's portfolio. It also highlights the importance of having a clear vision, specifying your needs, researching the market, and visiting the vendor's site during the selection process.

Business Process Outsourcing or BPO is one of the rising industries in India. Business organisations are heavily relying on BPO companies for their outsourcing because it helps them to streamline their work process & also helps them to cost-cutting. According to data, back in 2021, the market size was  US$ 38 billion and in the 2022-23 session it saw a growth rate of 9.23%. This growth rate signifies the increasing necessity of BPO services. However, it is important to understand that as a business owner what should be the criteria for hiring a BPO. In this blog, we will give some tips which will help you choose the right call centre outsourcing vendor for your business and connect with Vishnu Solutions for any kind of assistance.

1. What are the criteria for choosing the right call centre outsourcing vendor?

 a. Language & cultural factors: Always choose a call centre which is closer to your customer base. If your outsourcing vendor understands your customer’s language, culture, and accent then they will be able to satisfy their demands & needs.
 
b. Technology & infrastructure: Technology & infrastructure are the basic criteria of hiring a call centre for your outsourcing. If they do not have updated technologies or strong internet systems, they will not be able to serve the customers properly. So, do not forget to check these two factors before hiring.
 
c. Data security: Your customer’s data should be treated with the utmost confidentiality and it should be your top priority too. So, check their data security system thoroughly before hiring. You can also check their business reviews to get the real scenario.
 
d. Top-notch customer experience: Do you know what is the mutual goal of you and your outsourcing vendor? It is providing the best customer support. Even after hiring the vendor, you should look into whether your customers are getting the right support or not. Many times business organisations hire a company because they pitch a low amount. Well, it can impact your customer support quality too. Do not try to do cost-cutting in this area. 
 
e. Portfolio: Before choosing a call centre, it is important for you to understand whether that company has efficiency in that sector or not. For example, Vishnu Solutions is efficient in providing inbound & outbound call centre services for the Information and technology industry (IT). So, if you have an IT company connect with Vishnu Solutions because they are the top call center outsourcing company in Kolkata. Do not hire someone who doesn’t have the necessary experience.

2. What is the process of choosing the right call centre?

 a. Clear your vision first: Before you hire a call centre vendor you need to set your objectives first. You must have a clear vision on what are your customer service expectations, metrics, and standards. What are your budget and timeline constraints? What are the specific tasks and functions that you want to outsource, and what are the ones that you want to keep in-house? This clear vision will help you to find the right call centre vendor. In this context, it is important to mention that Vishnu Solutions is one of the call centre service providers in Kolkata. So, you can connect for the necessary services.
 
b. Specify your needs: To hire the right one it is also important for you to specify your needs first. You have to make sure that for what calls you want to hire the call centre. Is it the inbound or the outbound? There are many call centres that do both in the same sector while there are many that do only one. For example, Vishnu Solutions provides inbound & outbound call centre services for the IT industry while they only outbound calls for the marketing research industry. So be specific about your needs.
 
c. Research the market & compare the proposals: The number of call centres in Kolkata & India is increasing every day. So, the market is full of options. So, it is important for you to do the necessary research before hiring. You should consider the location, language, culture, and legal aspects of the vendors, as they can affect the quality and efficiency of your customer service. In this stage, you have to make sure that you want the service offshore or nearshore. Offshore are the call centres which are situated at a distance from your office while near shore are the call centres which are situated near your office.
When a business organisation just want to reduce the workload & expenses, they choose near shore. On the other hand, global or national companies choose offshore call centres to provide services to customers from different communities, ethnicities etc. So, choose according to your company preference.
 
As we have stated at the beginning of this point, the market is full of options. It is also important for you to compare their charges. However, do not make a compromise on the quality of the services to reduce the expenses.
 
d. Visit the site: Before finalising the deal, visit the office of the vendor directly. This will help you to know their infrastructure, quality of the employees, office culture etc.

3. How many types of calls are there?

There are two types of calls, the first is the inbound calls and the second one is the outbound calls.
 
i. Inbound calls: Inbound calls are when the call centre receives customer calls or provides technical support to the consumers. It helps in taking the feedback and resolving the customer issues.
Well, inbound calls are not only for resolving issues. Many times the inbound calls are done to renew the subscriptions of the existing customers. At the same time, inbound centre agents should be familiar with the company’s entire product line, ongoing promotions, and the benefits of retaining or upgrading their plans. So basically, inbound call centre services help a business organisation manage its loyal customer base.
 
ii. Outbound calls: Outbound calls are those which a call centre makes to sell the product or services on behalf of the company. It gets used in the industries such as political organizations conducting polls, and companies conducting surveys regarding service and product quality, or market research. It helps in selling the service, making new clients and also helps in gathering reviews about the product or service. Sometimes, if sales drop suddenly, business organisations take the help of outbound call services to know the issue.

Final words

We hope that these tips will help you to choose the right kind of service for your business organisation. You can connect with Vishnu Solutions for call centre services. Here you will be able to get services such as market research, call centre services, appointment scheduling, email & chat support, help desk services & customer support services.