Choosing an Outsourced Call Handling Facility

Thursday, December 5th, 2013

When choosing an outsourced call handling facility, it is important to ensure that your business chooses a specialist. Your chosen call handling facility must be prepared to work closely with you to establish and constantly finesse scripts and also to then impart relevant knowledge to their staff to enable the provision of a seamless integration with your existing business.

If you are considering outsourcing your call handling, you may have chosen to do so because your call volume is currently (or forecast to become) highly volatile or alternatively, it may be that your business may be receiving more out of hours calls than you had originally predicted.

Either way, it is always preferable that your calls are then dealt by a human being rather than an automated system. Additionally, don’t forget to ask the provider about guaranteed maximum “on hold” times, as that particular issue can be one of the greatest bug bears for the majority of users.

When outsourcing your call handling you will also obviously want to provide a better experience for your customers than they would experience otherwise. Other considerations include cost, efficiency and levels of service for it to be a worthwhile exercise.

Choosing to outsource call handling is a major decision. Call us today on 0800 018 6009 to find out how one of our many custom made call handling packages can help keep your customers happy whilst lowering your costs and delivering increased efficiency.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society