The call center industry is a diverse group, from small operations to multi-national corporations. Some centers specialize in a certain industry and others provide a diverse range of services. With such a wide range of options, it’s important to consider these factors when choosing a call center for your business needs:

Quality is certainly one of the most important factors in choosing an answering service. As anyone who has ever eaten gas station sushi knows, the best price doesn’t always mean the best quality. An answering service’s value can be determined in many ways, the most common is through references from existing clients. However, all clients’ needs are different and it is important that, regardless of the size of the call center, they take your account’s unique qualities and requirements seriously.

Questions to consider for a new service: How does the call center guarantee quality of service? Can the service integrate with my existing software and appointment scheduling system?

Questions to consider for an existing service: When problems arise, are supervisors easy to reach? Are issues resolved in a timely manner?

With any business expense, price is an important consideration and it’s necessary to ensure that your company is paying for a service that is worth the cost. Call centers by design help business owners maintain professional service without the cost of hiring additional staff. However, there is also the incalculable value of time which a good call center can provide to you and your employees. A call center should free up your ability to complete more projects, focus on core business practices, and allow you to maximize your work-life balance. If a call center is inexpensive, but you constantly have to monitor service or address communication issues, is it worth the cost?

Questions to consider for a new service: Is the cost savings of answering my own phone (or other service) worth the time it is taking from my day? Can I outsource this aspect of my business so I can focus on tasks that require my attention?

Questions to consider for an existing service: How has my answering service impacted other aspects of my business? Is the cost of my service allowing me to grow or improve my business?

An answering service should be able to offer you a variety of packages and service options. We, at WESP Communications, LLC, love when a client starts with a basic agent package and, in a few months, they are ready to increase their minutes on their plans. Or maybe they need additional services like lead generation or email management because they are expanding their operations rapidly. We understand and we are ready to help! A call center should be able to solve problems you didn’t even realize you had and create innovative solutions that can be tailored to your business goals.

Questions to consider for a new service: How is the answering service I’m considering developing solutions to my business problems? Will this service be able to grow and change to meet my business goals?

Questions to consider for an existing service: Is my current service offering me solutions to my business problems? How are they using new technology to monitor customer trends and habits?

Lastly is the importance of business values and culture. Answering services are an important extension of your business and often are potential customers’ first impression of your business. Many times, clients and customers won’t even realize that they are speaking with an answering service, but instead will believe they are talking to a member of your staff. It’s important that your answering service holds the same principles and standards that you expect of anyone representing your business.

Questions to consider for a new service: What kind of training do agents receive on my  account? Do I need designated agents who understand the complexity of my account?

Questions to consider for an existing service: How often do I have complaints or issues with professionalism at my current service? When problems arise with the management of my account, are they resolved in a timely manner? Do I know who to call when there is an issue? Do they care?