Consulting | Call Center Broker
Hiring a call center broker can help you find the best possible call center agency while minimizing risks and maximizing the odds of success. A consultant can provide great outsourcing advice and help locate a service provider that meets your specific needs and expectations. Another advantage of using a outsourcing broker is ongoing support and added negotiating power with the agency during the contracting phase and any potential issues in the long term.
That being said, none of these benefits will materialize if you go with the wrong broker. Here are some tips to find a qualified call center consultant who’s right for your company:
- Call Center Knowledge:
Never choose a generic service broker who tries to be all things to all people. Instead select a professional that specifically knows about call centers and can provide specific outsourcing advice. With a little practice, most anyone can spout the right jargon, but the proof comes from actually understanding the meaning behind what they’re saying. Do they just talk a good game or can they walk the talk?
In addition to call center knowledge, a quality broker must keep up with trends. Technology, labor, & global markets are constantly changing. Make sure your call center broker is on top of the latest developments.
- Industry Experience:
A companion to call center knowledge is practical experience. Ideally your broker and their team will have worked in the call center industry for many years or even decades. They may have once owned a call center, managed one, or been a shift supervisor.
Other call center roles also provide excellent experience in preparing an outsourcing broker to do their job well. These include training agents, programming accounts, and maintaining systems. Perhaps the most valuable industry experience comes from a broker with call center sales experience.
- Track Record:
Avoid a broker who is just starting out. Though they may have passion, they will make mistakes. Can you afford to have them make a rookie blunder on your application?
Instead select a call center consulting firm with a record of accomplishment in the field. While length of time in the industry is one good sign, a better indication is a significant number of deals. Otherwise, you could end up with someone who has technically worked as a broker for years but not closed many deals.
- Happy Clients:
While the above items are all critical, the proof comes from satisfied clients. Having happy clients demonstrates the broker can combine their call center knowledge, experience, and track record to produce tangible results that matter most. Any successful broker will have many happy clients. Confidentiality is important but a great broker should be able to share many success stories.
When selecting an outsourcing broker, don’t just grab the first one you find. Instead perform a bit of due diligence to find a broker with call center knowledge, industry experience, a record of accomplishment, and happy clients. When they possess all four of these characteristics, they will also possess the ability to help you outsource successfully.
Worldwide Call Centers is one of the top global call center brokers with experienced professionals that can help you with valuable outsourcing advice. If you are ready to explore the power of call center outsourcing, please contact us or call +1.719.368.8393.