How to Assess and Choose an Outsourcing Company?

Choosing the right outsourcing company for contact center services is a strategic decision that can significantly impact customer service quality and overall business performance.

The business partner responsible for customer communication must have not only the appropriate experience and a team of experts in the field but also a solid reputation. This company will represent your brand in interactions with customers, so it is crucial that they can provide the highest level of professionalism, efficiency, and commitment to carrying out the assigned tasks.

This decision should be based on several key criteria to ensure that the outsourcing company meets the requirements and contributes to the success of the client company. In this article, we will discuss the essential factors to consider.

Portfolio

One of the most important factors in choosing an outsourcing company is its client portfolio. Companies that have collaborated with large, reputable brands typically offer services of the highest quality. Large brands conduct thorough supplier selection processes, meaning the outsourcing company must have met stringent quality and operational standards.

Additionally, a diverse client portfolio across various sectors, such as e-commerce, healthcare, finance, or telecommunications, demonstrates the company’s versatile competencies. This variety shows that the company can adapt its services to the specific requirements of different industries, which is critical in a dynamically changing business environment. A company experienced in working with various sectors is better prepared to handle the unique challenges that may arise in different industries.

Moreover, working with clients from different sectors indicates that the outsourcing company is adaptable and can tailor its operational processes to different business models. This is a crucial aspect in today’s world, where business needs can change rapidly. Outsourcing companies that can quickly adjust their services to new requirements provide greater value to their clients and are more desirable as business partners.

References and Industry Awards

The quality of services offered by an outsourcing company is best confirmed by references from current clients and industry awards. Searching for reviews on company evaluation platforms such as Clutch, G2, or Trustpilot provides valuable insights from clients who have used the company’s services. Directly contacting the company’s clients can also provide more detailed information, helping to resolve any doubts.

Industry awards are also an important indicator of service quality. These competitions evaluate projects and employees based on rigorous criteria reviewed by experts in the field. Winning such an award indicates high service standards and professionalism. Industry competitions, like the Polish Contact Center Awards, promote best market practices and raise standards in the contact center industry. Being recognized in such a competition means that the company not only meets but often exceeds market standards, proving its competence and commitment to providing top-quality services.

Scale of Operations

The scale of operations is another key factor in choosing an outsourcing company. This aspect includes not only the number of workstations but also the scale of interactions, tasks, and the number of markets served. An outsourcing company with a large number of workstations has greater capabilities to handle a wide range of projects. More workstations mean the company can flexibly adjust to the client’s needs in terms of the number of tasks handled and working hours.

The scale of interactions managed, such as phone calls, emails, chats, or service requests, demonstrates the company’s ability to handle large volumes of data and maintain high operational efficiency. The ability to effectively manage a large number of interactions is crucial in a dynamic business environment where customer requirements can change rapidly.

Location

Location is another crucial factor. Outsourcing companies situated in cities and regions that offer extensive recruitment opportunities have an advantage in attracting and hiring qualified employees. This is especially important for projects with significant scale variability, where rapid recruitment of many individuals in a short period is necessary. Being located in regions with access to a large talent pool allows outsourcing companies to flexibly adapt to the changing needs of clients and ensure high-level operational continuity.

Market Coverage

The scale of operations also includes the number of markets served. An outsourcing company operating in multiple international markets has a better understanding of diverse customer needs and market specifics. This means it can provide services tailored to local requirements, culture, and legal regulations. The company’s global presence also indicates its ability to adapt and be flexible in delivering services across different markets. Working in various markets requires not only well-trained multilingual consultants but also well-developed and optimized processes.

Technological Infrastructure

Technology plays a crucial role in providing contact center services. The use of tools such as chatbots and voicebots from external providers is common. However, companies with their own technology have a significant advantage, as their tools are developed specifically for contact center needs.

An example of such a company is Voice Contact Center, which has its own voicebot technology. This tool can be implemented extremely quickly – in one project, the VCC team deployed the voicebot within just two days. This speed and flexibility are difficult to achieve with market-available tools, which often require lengthy integration and customization processes.

In addition, VCC has an advanced analytical tool designed for analyzing, monitoring, and optimizing consultant work and contact center operations. Such dedicated solutions enable better resource management, quicker problem identification and resolution, and more effective service quality monitoring. Having proprietary technological tools allows the outsourcing company to quickly adapt to specific client needs and dynamically changing market conditions.

Companies that develop their own technologies can also offer more personalized solutions. By directly understanding the problems and challenges of contact centers, they can create tools that perfectly address these needs. The example of VCC shows that investing in technology development brings benefits both operationally and in terms of customer service quality.

Internally developed technology also allows for better integration with the client’s existing systems and greater scalability of solutions. Companies can quickly adapt their tools to changing business requirements, ensuring continuity and operational efficiency. As a result, organizations using services from companies with proprietary technologies can expect higher flexibility, efficiency, and innovation in customer service.

Information Security

Information security is a crucial aspect of contact center operations.

Outsourcing companies in customer service handle sensitive data, including personal information, financial data, and confidential communications that must not be compromised under any circumstances. Ensuring the security of this data is essential for maintaining customer trust and complying with regulatory requirements.

To protect sensitive information, contact centers use a range of technological solutions and maintain a dedicated on-site technical team. This team continuously improves security systems, can develop personalized solutions, and ensures that tools such as voicebots and chatbots operate according to the highest security standards.

These solutions include encryption, secure access controls, and continuous monitoring of potential threats. The technical team is prepared to respond quickly to any risks or breaches, ensuring that data remains protected at all times.

Choose The Best Contact Center Company

Choosing the right outsourcing company for contact center services is a decision that requires careful consideration of several key criteria. The client portfolio, quality of services confirmed by references and industry awards, ability to quickly adapt to seasonal fluctuations and client needs, scale of operations, technological infrastructure, and experience and tenure in the market are factors that should be considered. By investing time in thoroughly checking these aspects, you can ensure that you choose a partner who will meet your requirements and contribute to the success of your company.

Author: Krzysztof Banaś, Operations and Client Director, OEX VCC.