Call/Contact Center/Customer Care
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Call and Contact Center, or Customer Care companies provide outsourced call center operations or high-touch customer care services or provide the software solutions to support those functions.
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Key Questions
- What key features are included in your solution? What features are currently missing? What is the upgrade schedule?
- What components of the acronym mix do you provide? IVR, CRM, ACD, VOIP, etc.
- Does your platform publish and support APIs for integration with other systems (such as CRM, trouble ticketing, customer management), if I choose not to use your modules? If not, how do I integrate?
Access all Key Questions and
Best Practices checklists
Best Practices
- In considering outsourcing your customer care, carefully review your potential partner's technology and avoid settling for outdated technology.
- In evaluating in-house vs. outsourcing, remember that recruiting and initial training can range from $3,000 to $10,000 per CSR (or more for technical or specialized areas).
- Take the time to monitor random customer care calls yourself, whether provided in-house or outsourced.
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