Frequently Asked Questions About Call Center Outsourcing

Deciding which call center outsourcing company to trust with providing your customers top-notch care is not easy. We understand that there are many considerations other than just price. Below is a compilation of our frequently asked outsourcing questions to give you a better understanding of what DiRAD’s Outsourced Customer Experience Center can do for you. If you have additional questions, don’t hesitate to give us a call at (800) 778-2927 or send us a note.women working at a call center

Outsourced Call Center Basics

What is call center outsourcing?

For years businesses have looked at call center outsourcing as contracting out to a third party for live agent services. In other words, the people who answer calls to your business or make calls on behalf of your business are employed by, and managed by, a company that specializes in call centers. However, DiRAD’s outsourced call center has expanded on this approach and can handle everything a customer can throw at you – including chats, SMS, and social media messaging. DiRAD takes on your company persona and extends your brand, with a focus on positive customer experiences.

Why are call centers outsourced?

Call centers are outsourced for many reasons. Employing agents, training those agents, purchasing call center technology, investing in office space, monitoring call center performance, and paying for phone lines can be a hassle, particularly if the need is temporary. For example, let’s say a company is recalling a product for safety reasons, and they’ve set up a toll-free number for customers to get help. If the anticipated call volume far exceeds what they can handle with their existing workforce and technology, it makes sense to utilize an outsourced call center service. Another example is telesales. If your company is running a promotion and needs people to make hundreds or thousands of sales calls it is more economical to outsource if these campaigns can’t be managed by existing employees.

No matter the reason for outsourcing your call center needs, it is important to work with a company that you can trust with your greatest asset- your customers.

How much does a call center charge per call?

There are a few ways to price call center outsourcing services depending on what exactly the company is looking for. For instance, if you want dedicated agents working only for your company’s campaign, your cost will be determined by the number of agent hours allocated to the service. An alternative pricing method involves sharing call center agents and paying by the call. This is helpful if you get a lot of inbound calls and need to ensure that they’re answered 24×7, but the volume isn’t high enough to justify dedicated agents. However, if your agents need extensive training to carry out their tasks, the dedicated model is the only option.

DiRAD’s call center technology can differentiate and sort calls according to each campaign, and agents can see the details about the customer on their screen when the call comes in. They can then personify whatever company the caller is inquiring about. Taking it a step further, DiRAD also provides automation technology for off-hours, that serves customers 24×7 at a lower price point. There is no one size fits all answer, so if you are interested in finding out how much outsourcing would cost your company, it is best to reach out and get a custom quote.

Do you think call center outsourcing negatively affects customer service?

If implemented correctly, it shouldn’t. But there is always the possibility that it could. When outsourcing your customer service to the cheapest provider, you get what you pay for. It is important for your customer service team to be properly trained to handle a wide range of questions and needs related to your particular product or service. That they are able to answer those questions in a clear and pleasant manner is of equal importance. It’s horrifying to think that low-paid, untrained agents who are the point of contact for many businesses.

DiRAD takes your customer service to the next level. We apply over 35 years of customer service and call center experience to ensure the best customer experience for your business. Our agents are trained professionals, work in a comfortable environment and are dedicated to helping people. These distinctions can be easily discerned in each customer interaction.

What are the advantages of outsourcing?

Outsourcing to a professional call center offers many advantages including:

  • Flexibility to easily handle changes in volume
  • Hiring and training is left to the call center professionals
  • No need to purchase call center technology, office space, or additional phone lines
  • Ability to immediately upgrade technology as it becomes available

DiRAD’s Outsourced Customer Experience Center

Where are your call centers located?

Our call center is located in New York and we serve clients across the United States.

What industries do you specialize in?

Our call center is highly adaptable and equipped to handle just about any business need. That being said, our noted specialties are in urgent care, customer service, product support, order fulfillment, customer outreach, telesales, and tech support.

What reporting options do I have as a client?

DiRAD provides call detail reporting, plus a comprehensive report with details and disposition of every call. Agent notes and any other pertinent comments are also added to give our customer a full view of the campaign.

Can you help me develop my dialogue plan/scripting?

Yes! We have 20+ years experience in customer service and are adept at developing dialogue plans. We can also make recommendations on how to manage the flow of a call, effective upselling and cross-selling techniques, and much more. The end result is a well-defined script that helps to drive the ideal customer experience.

What information do I need prior to launch?

Prior to launch our call center team will work closely with you to ensure that we have all the information needed to build a successful program for your needs. Typically this can include things like:

  • A solid, scrubbed list
  • Call to action or an offer to get people talking
  • Campaign goals, expectations, and success metrics
  • Training materials
  • Dialogue plan
  • FAQs
  • Product samples
  • Manuals and other reference tools

In addition to this information, we will work with you to define your specific needs in regards to telephony needs, IVR considerations, reporting, training timelines, recording access needs, file outputs, and any system considerations.

What measures do you take to ensure data security?

DiRAD maintains a specific Data Security Policy for our contact center customers. Security is applied to both the customer’s campaign data and their prospect list data. DiRAD never sells or shares customer or prospect list data, and will destroy data by request at the end of the campaign or whenever the customer wishes us to do so. Oftentimes it is good to keep data for historical purposes — this data is encrypted, and stays within our network segment here in the call center.

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