GoResponse Telephone Answering Service Staff

Making outsourcing work

There is a growing number of companies that have turned to outsourcing in order to achieve their goals.  Outsourcing to a call centre can help to keep customer satisfaction levels high, but some companies may have heard stories of partnerships that have gone badly wrong and allowed this to put them off.  Outsourcing needs a number of features in order to work properly.

The first key area for success is Process.  The call centre offering the telephone answering service needs to fully understand their client’s business and the brands that are being offered.  This knowledge should be maintained and overseen by the client to be sure that the members of staff taking the calls have the latest information to hand.

The relationships between the client and the call centre are very important.  Communication is essential and goals and targets should be clear from the outset.  The outcomes are the final key area.  This is when the goals that are set are achieved and the call centre is able to provide the services that are needed by the client.

Research into this area has shown that there is more emphasis on the value of the service received by the client than there is on the cost.  It is the return for the cost that is more important to the client.  For every client and call centre partnership it will be different as there will be different requirements and targets, but the research shows that clients generally get far more value for their money than they might at first expect.

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