This PDF discusses various factors which are essential to consider before selecting outsourcing firm. Major factors include industry experience, transparency in operations and call center facilities.

1. Vcare Corporation
Contact Center Solutions
7 Key Factors to Consider Before Choosing an Outsourcing Company
Growing business requirements leads to outsourcing the processes like call center, software
development and technical support etc. It is essential to properly examine the overall quality of the call
center before contracting out the process.
Here are seven major factors which must be considered before choosing outsourcing agency.
1) Industry experience
A long term experience is essential for anoutsourcing vendor to deliver best quality services. So,
company’s number of years in the industry along with the testimonials of the clients must be analyzed
to ensure that they are professionals with expertise.
2) Technology
It becomes imperative to examine the technology which is used by the vendor. The VoIP phones in the
call center should be from a trusted brand. Also, the vendor must possess updated hardware and
software for smooth functioning of all processes.

2. 3) Proficient employees
The companies must ensure that outsourcing agencies have a good strength of competent employees
which have finest communication skills. Also, there must be minimum employee turnover in the
company which is vital for top quality services.
4) Transparency in operations
The genuine outsourcing company provides detailed reports to the client on regular basis. Also, the
vendor involves representatives of client in training and hiring of employees.
5) Data security
Make sure that the call center complies with PCI DSS related regulations to secure the data of end
customers. The company must have policies to prevent misuse of information by the call center agents.
6) Size of the vendor’s company
Try to choose a vendor which is not too small in operations as it may impact your business negatively if
you have large scale requirements.
7) Facilities of the call center
Some call centers provide only primary services like voice-based customer support whereas some
vendors have an array of services like online chat, social media support and IVR service. Make sure to
choose the company as per your business requirements.
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