Your business is on the hunt for a new contact center outsourcing partner. You’ve done your research, read proposals, seen presentations, and spoken to references. Now it’s finally time for the immersive experience where you actually visit the call center site and speak to some of the managers, team leaders, and agents who will be potentially running things. But how do you trust the authenticity of the visit? Is your potential partner curating an artificial experience by cherry picking a handful of the best agents for you to talk to? Will the best and brightest employees at the center even be working on your program?   

This blog post explores the essential questions to assess during a call center site visit. These six questions will help ensure you’re looking past any potential “smoke and mirrors” to see the real deal.

1. Are there Potential Security Breaches?

Chances are, when you arrive at the call center site you’ll be asked to sign in and you’ll be given a visitor’s badge. But what about others coming and going from the facility? Are people swiping their badges each time or tailgating as other people open the door? Although it’s difficult for any call center site to achieve total compliance in the security area, observing the behavior of the majority of the people entering and exiting the location will give you a sense of how lax or strict the rules might be and whether or not they’re regularly enforced. During your visit, take time to ensure the facility meets security standards, including restricted access areas, surveillance systems, and secure data handling practices to protect customer information. Areas containing highly critical equipment like the servers and other network devices should be designated as High Security Zones and only limited people have access to it. Secure areas such as data centers and production floors should be monitored 24/7 by CCTV.

2. What Is the Overall Vibe of the Center?

Do people generally seem happy to be at work? Or are you picking up on a different energy than the positive words that may be coming out of the focus group the company has assembled? Pay attention to what’s NOT being shown to you. For example, do posters around the center communicate company values and employee engagement ideas? Are efforts being made to create a sense of community at the call center site? Gestures such as these can be a positive indicator that the company has its employees’ best interests in mind.

3. Is the Facility Clean and Organized?

It’s probably safe to assume that your host has had the facilities team put a little extra time and energy into tidying up common areas and other spaces you’ll be touring. And this extra effort is a good sign. But look for other areas of wear and tear in the call center site that the team may not have had the time to address before your visit. Is the carpet worn and stained? Is the place in dire need of a fresh coat of paint? Does the furniture match? If the facility has been neglected for a while, it will show. And you’ll have to wonder why the outsourcer doesn’t seem concerned about maintaining an attractive environment for its employees. 

4. Are You Spending Your Day in a Boardroom Looking at Slides?

Some call center site visits will have you sequestered in a single room with just a brief walk through of the site at the end of the visit. Ideally, it should be the opposite. Your call center site visit should have you spending the majority of the day touring the site with just a few minutes at the start of the day in the boardroom running through the agenda and a few minutes at the end of the day discussing questions and next steps. While you’re touring the call center site, you’ll want to ask lots of questions of the people you meet along the way. You’ll want to understand the leadership team’s vision, experience, and approach to managing operations. Observe how supervisors interact with their teams. Do their interactions with staff seem collaborative or a bit adversarial? Either way, look for how their supervisory style aligns (or doesn’t) with your style and values. You will likely have an easier and more productive partnership with a company that shares your values. Most importantly, spend time on the production floor interacting with agents. Assess their communication skills, professionalism, and enthusiasm. Well-trained and motivated agents are crucial for delivering quality service.

5. Does the Call Center Site Meet the Compliance and Certifications Your Program Requires?

Compliance with industry regulations and standards is non-negotiable for maintaining trust and avoiding legal complications. Is the call center site compliant with relevant regulations such as HIPAA, or PCI DSS? Look for certifications that indicate a commitment to quality, such as ISO 9001, ISO 27001, or COPC standards. Ask about their internal auditing procedures and third-party audits to ensure ongoing compliance.

6. Does the Call Center Site Have Disaster Recovery and Business Continuity Plans in Place?

Unexpected disruptions can have significant consequences. Assess the center’s preparedness for such scenarios. Does the call center site have a comprehensive disaster recovery plan to ensure continuity of services? Being on site gives you a great opportunity to check for backup power, data storage, and communication systems. Ensure that UPS rooms, diesel generator rooms, and electrical rooms are kept under lock and key. Also check that the data center or the server room is equipped with an automated fire suppression system. Portable fire extinguishers should be available in these areas for crisis situations.

Making the Final Decision

A call center site visit provides invaluable insights that go beyond what’s possible through virtual meetings or written proposals. By thoroughly evaluating the factors mentioned above, you can make an informed decision about which contact center outsourcer is the right fit for your business. Take notes, ask detailed questions, and involve key stakeholders in the assessment process.

Remember, the goal is to find a partner who not only meets your operational requirements but also shares your commitment to delivering exceptional customer experiences. A successful partnership with a contact center can enhance customer satisfaction, improve operational efficiency, and drive long-term business growth.

To visit an Advensus site in the Dominican Republic or Trinidad and Tobago, contact us.