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Call Center Outsourcing

Seven Tips for Hiring a Call Center Supplier

Outsourcing your Call Center Operations can be a great move for your business…or a painful mistake if done incorrectly.  Therefore, here are some tips to make sure that call center outsourcing is successful for your company:

1.) Get Out In Front

Don’t wait until you need help.  Your call center supplier can often setup very quickly…but give yourself a little breathing room. A few weeks to a month or so is a nice cushion to choose the top call centers and launch the application.

2.) Communication is Key!

Be clear about what you want outsourcing to accomplish. Communicate projects, expectations, costs, and timelines to your vendor. When outsourcing to an external call center, you are essentially choosing a partner for your business. The agency should work in harmony with your employees and have the same type of work ethic and dedication to success.

3.) Make 1+1 = 3

Use a company that will expand your “talent base”. Hire a call center supplier in a different location with agents that have a different skill set than your current employees.

4.) Upgrade Your Technology

Outsourcing to the top call centers is a great opportunity to upgrade your technology without spending a dime of capital. Hire an agency that already has the advances technology in place and can help leverage this infrastructure to enhance your profitability.

5.) Choosing an Offshore Agency

Call centers in low cost, developing countries like The Philippines, India, Latin America & Eastern Europe are often great choices for the following applications:

a. Outbound Lead Generation or Sales with very large targets/lists
b. High Volume Inbound Customer Support
c. Back Office Functions like Transcription, Chat, and Online Research
d. Functions that involve low margin products/services

Offshore call centers aren’t a fit for everything…but the cost savings are substantial and worth considering in the proper situation.

6.) Choosing a Domestic Agency

Top call centers in expensive, developed countries like the US, UK, Australia, & Germany are often great choices for the following applications:

a. Outbound Sales or Lead Generation with a finite database
b. High Value Inbound Support
c. Low Volume Inbound or Outbound
d. Functions that involve high margin products/services

Higher priced call centers are still thriving because certain applications simply require the BEST agents possible.

7.) Never just hire the Low Bidder!!

Call Center Services are the ultimate “non-Commodity”. You are hiring a call center to manage thousands of individual conversations with your customers on a daily basis. Look for a cost competitive agency that also has the experience and infrastructure to deliver day in and day out!


Outsourcing is no longer about cutting costs and saving money. It is about how to do things quicker, more efficiently, getting to the market faster than your competitors, maximizing workforce flexibility and gaining access to highly qualified employees.

Call Center Outsourcing is becoming one of the most significant business trends of this decade and we can help you ride the wave! If you are ready to consider hiring a call center agency, please contact us here or call 719.368.8393 for a free consultation.

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Customer Support

Empowering Your Customer Support Agents

When it comes to customer support, employee empowerment is defined as allowing phone agents to make fast decisions — on the spot — in favor of the customer.

It is critically important for organizations to give customer support agents the power to make decisions without supervisor approval. Business and government agencies will never be leaders in customer support without the adoption of true empowerment strategies.

The good news is that most decisions will cost the company less than $50, which is a pittance when considering the lifetime value of the customer and the goodwill that empowered decisions can cultivate. Unfortunately, even employees of businesses that claim to “support empowerment” often fear making the needed decisions on their own.

Here are three key reasons customer support agents do not take the initiative to solve problems independently:

1. They think they will lose their jobs. Many agents believe that it is less risky to lose a customer than make a decision that appears to be detrimental to the company. After all, they think, “No one ever got fired for enforcing a policy, rule or procedure.”

2. They are afraid they will be penalized and have to pay for a mistake. For example, if they upgrade a person from a room to a suite, they will have to pay the difference.

3. They are afraid of negative feedback. There is often very little upside for an employee who makes empowered decisions. Awards and celebrations are rarely offered to employees simply because they made an independent decision to satisfy a customer. There is, however, downside when an employee is criticized for ignoring policy or subjecting the business to undesired costs.

3 Steps to Success

In order to overcome this culture of fear, businesses need to implement three steps for boosting employee empowerment:

1. Assure every department and manager is on board. They must enforce a culture of empowerment within their teams, and they must stand by support agents when theydo “color outside the lines”. It just takes one piece of negative management feedback for the employee grapevine to get the message that the policy is just lip service or the policy du jour.

2. Empowerment Training. You have to teach them what is it, how to actualize it and how the organization celebrates it.

3. Reinforce and celebrate empowerment. Most empowered decisions have no significant cost. For example, it might include waiving a late fee or bending the rules on a cutoff time. Empowered employees can modify policies and procedures to fit a situation…and keep customers happy.

The irony is that companies spend massive amounts of money on marketing to attractcustomers but skimp when it comes to keeping them. If budget were devoted to customer retention by training employees to make empowered decisions, they would see a far more immediate, measurable return on their investments. By empowering employees, you will have happier customers. You will increase market share. And you will make more money.

If you are ready to enhance your customer support, contact Worldwide Call Centers today at 719.368.8393 to discuss your situation and explore the Contact Center Outsourcing Options available from the US and Canada to Eastern Europe, Asia or Latin America.

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Contact Center

Five Contact Center Outsourcing Mistakes

The contact center is one of the most important departments in any organization. Contact center agents have the most direct connection with your customers, the people who ultimately determine whether your business succeeds or fails. Considering how important the contact center is to business success, plenty of mistakes are still being made on a daily basis in call centers around the world.  Here’s a list of the five contact center outsourcing mistakes that you should avoid:

1.) Improper agent training

Whether a contact center agent has prior experience or they are brand new to the field, they will need to be properly trained before they start interacting with customers. Many contact centers fail to adequately train agents because they don’t want to make the investment…given the high turnover rate in the industry. However, contact center training should be an ongoing process. A one week training session at the beginning of employment just isn’t enough to cut it. Your agents need to be continually trained on your systems and, most importantly, on sales and call handling techniques to produce more happy customers!

2.) Not properly analyzing data

Modern call center technology is great, but it’s useless if it’s not being used efficiently. Modern call centers have greater access to data…but what they do with the data is what really matters! Call centers must have a system in place to ensure that data is properly analyzed in order to incorporate insights into new business plans.

3.) Not focusing on the customer

Many contact center services have become obsessed with scripting, agent utilization, and call resolution time.  However, they often forget that the focus should on developing happy customers. It seems obvious, but the customer should always be made to feel like they are the top priority, and not just a figure on a stat sheet!

4.) Clinging to legacy contact center technology

Modern contact center technology including speech analytics, call mining, call recording, data mining, and real time reporting solutions have revolutionized customer support. Modern agents and managers now have access to immediate data.  This information can be used to make important business decisions in regards to agent training, marketing, sales development.  Clinging to technology of the past can be a serious mistake.  Outsourcing can be a great way to leapfrog your competition by employing the most advanced technology overnight.

5.) Outsourcing to the wrong call center partner

There is nothing wrong with contact center outsourcing.  In fact, outsourcing is often the most cost effective solution.  However, finding the right partner can be tricky.   Please research a variety of options and get proposals from several potential contact center partners.  Rarely will the cheapest or most convenient agency is the best option.  Today, many contact centers are industry specialists that develop agents with significant knowledge to share with customers in that niche. Take your time, do your research, test multiple agencies, and try to find the best outsourced call center possible.

If you are ready to enhance the performance of your business, contact Worldwide Call Centers today at 719.368.8393.  Our senior consultants are ready to discuss your situation in depth.  Then, we can explore the contact center outsourcing options available from the US and Canada to Eastern Europe, Asia or Latin America.

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Great Customer Experience

Great Culture = Great Customer Experience

 

Corporate culture is often difficult to understand and even harder to control. A dysfunctional culture in your call center almost ensures that your employees will be looking for the door with your customer experience suffering in the process. Your newest employees often have the best perspective and can give you some honest insight on the positives and/or negatives of your culture. Now ask your customers and they might tell you a lot about the culture based on their interactions with customer support.

Luckily, there is always hope—and many times the call center is the best place to start improving your company culture. What’s the trick? We all know those excellent customer service skills that help you make new sales and save customers. Point a few of those inward toward your colleagues and watch your company culture shift. Here are some quick tips to turn around your culture and your customer experience:

1. Lead with empathy

We love the word empathy and for good reason. It’s all about truly caring about the feelings of another person. This is a key to sales and to good relationships with your friends and family. But are you empathizing with your employees and colleagues? This is the first step to changing your culture and building a team that can translate this to your customers.

2. Watch your mouth

Gossip is a fantastic culture killer. It’s so easy in customer service to get in this mode of customer bashing. Talking poorly about customers affects your attitude toward those customers. In the same way, talking poorly about other employees has that same effect.

3. Can do spirit

Nothing is more deflating to a customer than when they call customer service for help only to hear a “No. Sorry, I can’t help you.” In the exact same way, employees hate hearing this same line internally. When an employee comes to you with a problem, adopt a buck stops here mentality and take responsibility for the solution. Then, they get to go back to the customer with a solution rather than a sad face.

4. Lighten up

I love nothing more than a customer service professional that is personable and friendly. It’s like talking to a person instead of a robot. In the same way, it’s ok to have a little fun with your colleagues. It’s ok not to be all business all the time. Teams that laugh together stay together!

5. Seek to understand

Those difficult customers are really the true test. By seeking to understand where the customer is coming from, we set ourselves in the best possible place to work with them. The same goes for employees. Those difficult relationships are going to require extra effort and understanding. Tools that help understand the unique strengths and ability of your team are invaluable.


Great company culture doesn’t just happen and it’s not as simple as a trip to play lasertag or buying drinks after work —although those can’t hurt. To build a fantastic contact center culture, practice the customer service skills that you preach in your sales or support meetings on your most important “customers”—your employees.

If you are ready to enhance your customer experience, contact Worldwide Call Centers today at 719.368.8393 for free call center consulting cervices.  We will discuss your situation and explore the contact center outsourcing options available from the US and Canada to Eastern Europe, Asia or Latin America.