How To Choose The Best Outsourcing Call Centre Partner In Sri Lanka

Companies across industries opt for call centre outsourcing due to the many benefits of the practice that can increase efficiency and productivity, refocus resources and funds to core business functions, and enable companies to provide excellent customer service.

This applies to companies around the globe and Sri Lanka is no exception. There are several call centre outsourcing services in the island and companies can access a high level of expertise and services through such service providers.

However, there are several factors to consider when choosing a BPO centre in Sri Lanka.

Expertise and experience are key factors to consider

One of the key benefits of call centre outsourcing is access to expertise, skills and industry professionals. However, it is insufficient to merely assume a BPO call centre has a team of skilled and experienced agents or operators. It is important to make sure you will actually have access to the level of expertise you expect from a BPO centre when you opt for call centre outsourcing.

In terms of experience, you must look at the past and present clients of the BPO call centre. While they may have years of experience in inbound call centre outsourcing, for instance, they may not have worked in the same industry you operate in. This could be a disadvantage you should not overlook or dismiss when choosing a BPO centre.

Call centre outsourcing should increase access to the latest technology

If a company is to carry out their customer service operations on-site, they will be required to invest heavily in the latest software as well as hardware. This is important if the company expects high levels of efficiency and productivity from their team.

However, not many companies can invest heavily in customer service infrastructure, which is why call centre outsourcing has become so popular. A BPO centre should have the latest tools and technologies for outbound as well as inbound call centre outsourcing services.

Therefore, when choosing a call centre partner for your company, you must consider the kind of technologies and tools the operators will have access to.

Scalability in call centre outsourcing

It is unlikely that a company receives the same volume of customer interactions throughout the year. When a new product or service is launched, it can be assumed that customer inquiries will increase. An e-commerce store in Sri Lanka, for instance, may see an increase in traffic during April or December, due to cultural and religious festivals in the country during these months.

The ability to increase or reduce the number of call centre operators handling your inbound or outbound calls depending on the requirement is a benefit of call centre outsourcing. It is thus important to consider the extent to which a BPO centre can handle your requirements in terms of scalability and if they can accommodate any future growth or expansion your company may experience.

What role does language play?

Sinhala, Tamil and English are three commonly spoken languages in Sri Lanka. This means that a company based in the country will be required to operate customer service channels in all three languages, making it essential to choose a BPO call centre that has agents with the required language capabilities.

Failure to do so can result in negative customer experiences when it comes to inbound call centre outsourcing and can also impact the company’s lead generation strategies when looking at outbound call centre services.

Do not forget quality measures

Key performance indicators or KPIs are a performance measurement that any call centre and company outsourcing their customer service should pay close attention to. Inbound call centre outsourcing, for instance, will track KPIs like answer speed, abandonment rate, and handle time.

Any reputable BPO call centre will track and analyse KPIs and operator performance. However, before choosing a call centre partner in Sri Lanka you need to look at the KPIs the call centre tracks as well as how closely or regularly they monitor these performance measures.

This will not only give you an idea of the standard of the service you get from the BPO call centre but the metrics will also be a good indication of the services you are providing your customers and how satisfied your customers are.

Narrow it down

Considering these factors is vital when choosing a call centre partner for your company. It also makes the selection process easier as you can narrow your options to the top five candidates within your budget and pick the call centre that best suits your requirements.