Customer service is an important facet of a company, just like product production and service delivery. You need to ensure that inquiries and concerns of potential customers and loyal patrons are answered and addressed in a timely fashion.
However, for starting companies, it might not be ideal to get an in-house customer service department given their unstable financial standing. Which is why subscribing to outsourcing companies who provide contact center services would be the better option. But you don’t just subscribe to the first company that would offer you their service. You need to take into account some factors such as:
- Know what is your business needs
The first thing that you need to do when you are scouting and selecting call center companies in Dubai is to determine your business needs, in terms of customer service. Determining your requirements can help you choose what kind of contact center you need for your business. Do you need someone to answer the phone 24/7 or someone to answer all the inquiries and complaints?
- Know what is the strengths of the contact center
If you already have a list of contact center companies, it is time for you to set up a meeting with their representative and get to know them better. This part is crucial as you will be basing your selection on their offerings and packages. One thing that you need to know their service’s strengths and limitations. If you are expecting an influx of calls coming in, you need to know if your prospective contact center can handle such volume.
- What business integration tools they are using
Apart from the capability to handle a volume of calls, your prospective contact center should have the tools and equipment necessary to do the job. One of the most important tools and software that you need to check is the business integration tools they are using. You need to check if their software is fit and suitable with your business operations, in terms of process and delivery.
- Keep in mind the location
Although outsourced contact centers are not in-house and operate in different locations, having them close to the main headquarters has its advantages. For one, you can do regular visits to check the team who is handling your account.
- Know the rates and packages
One of the most important thing that you need to know is the rate and packages being offered by your prospective contact center company. If you are a starting business owner, you need to see if their packages is competitive enough to meet your standard and allocated budget.