Choosing the right outsourced call center partner is a critical strategy for businesses to stay competitive. For most mid to large companies, outsourcing is a must for both cost reduction and innovation. But with so many options, from large, multinationals to small, niche providers, how do you choose? 

Here are some steps to help you identify the ideal partner:

1. Get Clear on Your Needs and Goals 

Start by clarifying what you want to achieve with an outsourced call center partner and document it as clearly and as completely as possible. If you’re concerned about revealing too much, absolutely issue an NDA to companies you invite to the competitive process. Protect confidential information but don’t hold back important details that make it impossible for suppliers to calculate accurate pricing or understand specifically what you’re looking for. Don’t be afraid to explicitly describe your challenges. Ultimately, if suppliers don’t have all the information, their proposed solutions will miss the mark.

At the same time, don’t be too prescriptive. Every outsourcing opportunity will have certain guiding parameters but give suppliers enough room to be creative in their solutioning. You are talking to them because they are experts in their field and have implemented similar solutions in the past. The most experienced customer service outsourcing partners will often propose transformative ideas that you may not have thought possible in your current environment.

Questions to consider:

• What inbound call center challenges are you trying to address (e.g., scalability, technology gaps, customer dissatisfaction)?
• Which lines of business could benefit from outsourcing?
• What KPIs will determine success for this partnership?
• What geographies are you open to working in?

2. Communicate as Much as Possible throughout the Solutioning Process

Giving participating companies the opportunity to ask clarifying questions is usually a standard part of the selection process. However, allowing potential partners a series of dedicated meetings to socialize their solution in advance of the selection deadline can give you a better chance of getting exactly what you want. If your company had a terrible experience in a certain geography or a business owner hates a certain technology, make sure the participating contact center outsourcers understand these potential deal breakers before they waste their time and yours.

What to assess:

• Do they offer analytics and omnichannel capabilities?
• Are their platforms adaptable to your existing systems?
• How do they handle data security and compliance with regulations like PCI or HIPAA?
• Can they provide case studies, testimonials, or references from similar clients?
• Are their communication styles and work ethics compatible with your team?

3. Conduct Site Visits

No matter how many phone conversations, emails, and documents you and your potential partners exchange, there’s no substitute for actual boots on the ground. Visit the proposed site in which your business line would be located. Speak to the leadership team, but also be sure to talk to front-line agents to really get a feel for whether or not the potential partner organization is cultivating the kind of culture you expect. If you are travelling to a particular country, plan your trip well in advance. Research other outsourced call center companies in the area and take the opportunity to visit multiple potential outsourcers. 

What to assess:

• Is the facility clean and well maintained?
• Do the employees seem happy, friendly and customer service oriented?
• Is the facility secure and is the infrastructure stable?

4. Establish a Governance Process and Guidelines for Working Together

A successful outsourcing partnership depends on transparent communication and seamless collaboration. The goal should be to work together to achieve the results you expect from the partnership. Although many potential customer service outsourcing partners will be tempted to tell you what you want to hear, look for those that have the courage to be honest and realistic about timelines and the effort it will take for your project to succeed. If you’re comfortable with the current processes and technology you’re using but just looking for cost savings, a “lift and shift” model will be easier for your new partner to implement than a complete digital transformation or a tricky line of business you haven’t managed to master internally.  A strong customer service outsourcing partner will be realistic about what sorts of results you can expect out of the gate. They will also work with you to refine and optimize strategies over time.

Items to Align on with Potential Customer Service Outsourcing Partners:

• A primary point of contact for regular updates and feedback
• Clear roles and responsibilities to avoid confusion or duplication of efforts
• Agreement on a cadence of regular performance reviews to measure progress against KPIs and strategy adjustments as needed

• Establishment of performance metrics important to the success of your business such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), or First Contact Resolution (FCR).
• Continuous improvement evaluation plans and strategies that will take place over the life of the contract

The best partners view the inbound contact center as a dynamic process and are committed to evolving alongside your business. By selecting a customer experience outsourcing provider that aligns with your goals, offers innovative solutions, and integrates seamlessly with your culture, you’re not just outsourcing—you’re gaining a strategic ally in transforming how your business delivers value to customers. For more information about how Advensus approaches partnership, contact us. Advensus approaches partnership, contact us.