Knowing exactly what you need is the key to finding the right outsource call center partner. Our meticulous approach to your needs evaluation allows us to consistently match companies with the perfect BPO provider.
Our decades of call center industry experience have helped us create a rigorous requirements checklist. We’ll cover everything you’ve already considered – and often bring up additional needs you haven’t.
We start the process with in-depth discussions to gain a complete understanding of your business, your culture, and what you need in an outsource call center.
We’ll evaluate pain points in your existing outsourcing strategy, review the pros and cons of global outsourcing locations, and examine both geo- and vendor-redundancy strategies. We also review your compliance and call center technology needs.
To maximize your budget, we’ll discuss budgetary requirements, call center pricing methodologies and cost reduction strategies.
We have spent years researching and screening outsource call centers to develop a database of over 500 US-based, nearshore, offshore, and at-home BPOs - including hundreds that wouldn’t have otherwise been on your radar. These outsource call centers go through a rigorous vetting process, and our analysts are continually receiving reporting data from them to update our database with current pricing, experience, and KPI performance.
Using our proprietary matching algorithm, we use over 50 data points to develop a shortlist of BPOs that meet your exact requirements.
Once we’ve narrowed down your BPO options we provide proposals from the vendors and present your key requirements and pricing to you in a side-by-side comparative matrix so you can easily evaluate all your vendor options in a clear, concise fashion.
Our side-by-side comparative analysis allows you to review these finalists at a glance. All of the call centers included in this list will match your key requirements, so you can easily focus on the “extras” or unique offerings provided by the vendors.
Once you select an Outsource Consultants partner, our work is just beginning to drive performance. Once a month the BPO and Client Success team meets with the vendor to review KPI metrics, discuss wins, identify opportunities, and advocate for improvements when needed.
Our relationships with our clients are long-term and ongoing, so we maintain a position as your advocate for the length of your partnership with your call center. We will continue to monitor your call center’s performance to ensure they keep meeting and exceeding your expectations.