Internet Retailer reports this month that more and more online retailers are outsourcing their calls. In fact, they predict that spending on outsourced contact centers will almost double within a few years.
In our experience with call centers, I have learned the hard way that you should be cautious, very cautious when choosing one. Here are some things we have learned over the years:
1) Place a lot of test orders. Your business reputation is on the line with agents that probably could not care less. You had better check up on them a lot. When you call and place test orders, you will be amazed by some call center agents–amazed that anyone can be that stupid. Just remember that those people are reflecting on your brand.