9 Tips for Choosing a Compliant Outsourcing Provider
When it comes to customer outreach, compliance is a serious matter.
Changes by the FCC closed loopholes previously used by aggressive marketers. While these changes protect consumers against robocalls and unwanted texts, these regulations affect any organization that wants to get in touch with its customers.
One-with-one human interaction is an excellent way to provide service, share advice, and offer compelling service. Working with a professional call center outsourcing company can impress your customers, improve your brand, and grow your business.
However, you need to carefully select a partner for your outreach campaign. You want to ensure your call center vendor takes compliance seriously. Based on our experience, you should look at these 9 factors before choosing a call center vendor.
1. Do you have a large and engaged consumer customer base that you can effectively market to?
If not, you will need to work with a vendor who can generate leads for you.
2. Do you have compelling products or services?
Are your products flying off the shelves? Are customers lining up to use your services? If you have difficulty making sales, the right call center vendor can suggest the right product or service mix to best appeal to your target market.
3. Is the partner experienced?
Unfortunately, there are plenty of unscrupulous call centers out there. Look for a company with a solid track record and long-standing clients. Look online for case studies and reviews that prove the vendor is legitimate.
4. Is the company compliant with laws and regulations?
Depending on where you do business, you’re subject to a web of overlapping laws. This includes, but isn’t limited to:
- FTC and FCC regulations.
- U.S and E.U. requirements
- Local and state laws.
Professional centers are up to speed on the compliance issue. Many of them are members of the Professional Association for Customer Engagement (PACE), Contact Center Network Group (CCNG) and other outsource industry groups that provide guidance and certification on compliance issues.
Many industries have their own standards that must be followed. For health-related issues, there are Health Insurance Portability and Accountability Act (HIPAA) requirements as well. Having a knowledgeable and compliant partner will allow you to avoid pitfalls and fines.
5. Do they protect all parties?
No one wins in a he-said-she-said battle with the consumer. Make sure your partner provides:
- proper training to their representatives.
- has guidelines in place for all areas of consumer and data engagement.
- has a solid Do Not Call (DNC) process to maintain customer preference.
- possesses the ability to record and store conversations, validate sales, and verify compliance at all points in the process.
Proper use of recordings and other technology protect all parties from bad behavior. Work with a partner that uses these tools as part of their everyday process.
6. Are their outbound presentations customer focused and engaging?
Look for an organization with a ‘customer is first” attitude. Not everyone will want your offer, so it’s important that you choose a vendor that makes a positive impression.
7. Do they use technology to support the experience?
Aggressive dialer management, poor connections, and improper headset positioning can lead to a breakdown in the customer experience. Make sure your call center vendor can demonstrate an understanding of the technology, its proper use, and offers sufficient frontline support and training to its team.
8. Can they integrate channels.
The customer you speak with today might want to chat from your website tomorrow. When you can integrate these messages through one provider, the experience is much clearer for the consumer. Blending, channel integration, live transfers, customer databases, and other technology can support the user experience.
9. Do they take training seriously?
Just knowing the product or service is not enough. Skills have to be honed in order to present professionally, ask questions with purpose, respond appropriately, and connect with the consumer. Great technology needs to be supported with great presentations. Make sure your vendor focuses on improving its agents’ skills. Top companies provide daily feedback, while others may coach monthly.
In addition to supporting your business’s sales initiatives and improving the customer experience, a high-quality contact center vendor will keep your business compliant. Use these 9 questions to find a high-quality partner that takes your business seriously.
GCS stays up-to-date with the latest compliance requirements. We get to know your business and follow the unique blend of regulations and rules your business is subject to. Get in touch with our team to see how we can keep you compliant and efficient.GCS is in the professionally outsourced communication business. We want to help companies connect positively with their customers through multiple channels to delight customers, grow business and strengthen the brand. We support efforts by companies and regulators to continue to improve the ability to meet consumers in their preferred channel with professional and compelling presentations.
- New FCC Limitations on Robo-Calls and Auto Text Messages (gcsagents.com)
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