How to Choose a Call Centre Outsourcing Company

call centre outsourcing

Call centre outsourcing in South Africa has become one of the most popular services to outsource. South Africa is a trusted and recommended off-shore location for several reasons. You can read more about that in our article, ‘Why do companies offshore to South Africa?’.

Since South Africa is a sought-after location for outsourcing, there are many companies to choose from. Choosing the right outsourcing company is imperative for your business relationship, budget, and business goals. You need to find a company that understands your vision and will work with you to ensure the best results.

Let’s take a look at a few tips on how to choose a call centre outsourcing company:

1. Do your research

Always do a bit of research first before going in blindly. Depending on what services you require make sure you compile a list of companies that offer the BPO outsourcing services you need. Doing so will prevent you from wasting time contacting companies who end up telling you they don’t offer a certain service. 

Not all outsourcing providers offer call centre outsourcing, so first check if it’s listed as a service on their website. 

2.  Look at online reviews

As with purchasing any service or partnering with a business, it’s best you check the online reviews. People don’t hold back when they make reviews online, and when it comes to business, you want honest opinions.

Look for reviews from past clients or partners of various outsourcing companies. This will help you to understand how reliable and trustworthy they are.

Reviews from past clients will give you an idea of how they handle and treat customers.

Reviews from partnerships with them will give you an idea of what they’re like to work with and how they’ll manage your call centre service.

3. Ask about the security measures

The security of your business’s information and client’s information is a top priority. Does the outsourcing company feel the same way? During your meeting or interview with any outsourcing company, ask them about the security measures they have in place.

Ask questions such as “What does information security mean to you?”, “How will you handle possible security breaches?”, “What technology and software do you use to ensure maximum security at all times?” and “Can you ensure data protection and security during power outages?

outsourcing meeting

4. Consider location

If you’ve been doing a bit of research or already have a basic understanding of outsourcing, you’ll know that there are different kinds of outsourcing. Location-wise, there is offshore outsourcing, onshore outsourcing and nearshore outsourcing.

For call centre outsourcing, it’s more common to go for offshore outsourcing. The reason for this is time-zone differences. With offshore outsourcing, you get the option of 24/7 call centre service operation. The more available hours dedicated to your customers, the better your customer experience will be.

5. Staff training

Ask your potential outsourcing partner what skills their employees are trained in and how they’ll accommodate training for your business-specific needs.

Most outsourcing companies have employees with a large skill talent pool. However, your business may require specific tools, skills and knowledge. Chat with the outsourcer about how they’ll go about training their agents and what plan they can arrange with you.

outsourcing staff training

Final Thoughts

We hope the above tips for how to choose a call centre outsourcing company will help you decide who is best for you. Don’t be afraid to arrange a meeting to discuss your top concerns, agent training, and find out all information on how the business relationship will work going forward. Depending on your personal needs, you may want weekly updates or monthly updates; find out if the outsourcing company is willing to work with you and your team.

When it comes to narrowing down your options, making a list of highly recommended companies with good reviews will help you to make your final decision. At Mango5, we pride ourselves on our vast skill set and top priority security.

If you’re ready to speak with one of the best outsourcing partners in South Africa, contact us and we’ll be in touch!