Are You Too Busy to Find a New Call Center?

Are you responsible for the management and performance of your outsource call center? Perhaps they underperform and fail to do what they promise. They always have an excuse and plead for more time to fix things. “Just one more month and we’ll turn it around,” they beg. Or maybe they just gave you a double-digit rate increase. What if their bills are always wrong, and it takes too much of your time to get them corrected. And frankly, if the total owed looks close, it’s easier to give up and approve the bill, even though you know it’s wrong. Possibly your primary contact—the one you had such a great working relationship with—left and her replacement is all fluff and no substance. This causes you great turmoil; you even consider calling in sick because this is such a headache. Regardless of the reason, you are out of patience. You must find a new call center vendor. However, you are also out of time. You are already too busy putting out fires and doing your normal day-to-day job. You don’t have time to find and vet a new call center. And you certainly lack the energy to oversee the transition and make sure nothing is missed in the process. If only someone could do this for you. Someone can. They may go by different labels: “call center broker,” “call center dealer,” “call center locator service,” “call center matchmaker,” or “call center finder,” but what they have in common is the ready ability to guide you to a new call center and manage the transition: Here’s what to expect from a call center finder service: Provide Options: A call center locator service has a database of proven outsource call centers. They know each one and have a good working relationship with them. They will provide a list of those call centers that match your specific needs and can address your pain points. Vet Your Selection: Your call center dealer will help you narrow the field and pick the best option. Because of their industry knowledge and call center relationships, this happens in days, not months. Then they will scrutinize your selection to make sure there are no surprises. Plan the Move: Now you sit back and watch your call center matchmaker strategize for a smooth migration from your old call center to your new one. Oversee the Transition: With a thorough plan in place, your call center broker will manage the actual changeover so you won’t have to. They may have to work overtime to ensure this happens as planned, but you won’t have to. Monitor Ongoing Activity: Once completed, their job continues. Your call center finder service will track the call center’s performance metrics, monitor customer satisfaction (C-Sat), and verify invoices for accuracy. You can approve the bill with confidence. Guaranteed Results: What if, despite all these precautions, something doesn’t work out? No worries. A professional call center broker stands behind their work. They will make it right and find you a new outsource call center. It’s that easy, and it only takes a phone call to set things in motion.   Peter DeHaan is a freelance writer from Southwest Michigan. Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry, helps clients grow their revenue and optimize their business. Contact Janet at or 800-901-7706.