Choosing a Toronto Call Centre for Your Business

Choosing a Toronto call centre for your business may seem like a daunting task, but it’s really not all that difficult if you know what to look for. At the end of the day, a call centre is meant to be a wonderful addition to your customer service network. It should be able to meet your business needs as well as your customers’ needs. Here’s how to choose a great call centre for your business.

Know what you need

Are you looking for someone to simply answer calls while the office closed, or do you need a full service customer service option? Some call centres are really only answering services. This isn’t necessarily a bad thing, if that’s what you’re looking for, but if you need more in depth service options, make sure the company you choose offers it.

Inbound and outbound services

If you want to use a call centre that makes outbound calls (lead sourcing, cold calling, etc.), you’ll need to make sure that this is a service offered by the call centre. Some centres are strictly customer service oriented, that is, they only handle inbound calls from customers, calling outbound as needed to meet the customer’s’ needs.

Are the call centre agents devoted to your business?

Some centres assign designated employees to each business while others use a shared agent system where agents field calls from several different businesses. While this may not necessarily impact the quality of the service they provide, you may need to decide which option is best for your particular business.

Hours/availability

One of the main reasons businesses use call centres is to increase their availability to their customers. Therefore, it’s important to know what hours your call centre will make themselves available to your customers. The more hours, the better, but be prepared to pay a little more for longer availability.

Bilingual/multilingual services

It’s especially important that multilingual services are available to your customers. You don’t want to neglect those customers who don’t use English as their first language. Some call centres have multilingual reps while others use third party translation services. Make sure the centre you choose meets the needs of all your customers, not just the English-speaking ones.

For more tips on choosing a call centre, contact Answer 365 today.