10 important questions to ask when outsourcing to a call center


Outsourcing is a powerful tool for businesses to tap into the talent and expertise that exists outside their own walls. It can help you cut costs, innovate faster and scale up your business without any additional investments in resources. But when it comes to outsourcing, there are many questions that you must ask before making a decision on who will provide the services you need at the right price. Here are 10 key questions to ask when deciding whether outsourcing is right for your business:

What is your value proposition?

You want to know what makes them different from their competitors, as well as how they position themselves to potential customers. This will help you determine if this is a good fit for your particular needs and goals.

You should also ask about the value proposition of each call center partner, which can be broken down into three categories:

  • The services offered by the agency or outsourcing service provider (ASP)
  • The quality of those services (credentials and experience level)
  • Cost savings due to better pricing

Which verticals, geographies and industries do you cover?

The answer to this question will help you decide if it’s worth outsourcing your call center. If you know what verticals, geographies and industries your company targets, then that’s a great start. However, there are also other factors to consider such as how important those areas are for the success of your business.

For example: If you’re selling products based on consumer demand (such as fashion), then being able to engage with customers in their language would be very helpful – especially when they’re looking at online shopping sites or apps like Facebook Messenger where they can ask questions without having to speak directly into an earpiece!

How many customers do you serve?

This question is important because it will give you an idea of whether or not the call center has enough capacity to handle your business.

You need to know how many customers they serve, how many agents they have and if they support multiple languages. You also want to know if they operate in different countries as well as what other services are offered by the company or its partners.

How experienced are you with a service like the one we need?

How experienced are you with a service like the one we need?

If you’re not sure, ask for references and contact them. You can also check out their website to see what they have to say about themselves. If they don’t have any information on the website or social media platforms (Facebook, Twitter, LinkedIn), then be wary of using their services!

What languages do you support?

The more languages you support, the more opportunities for your business. Your call center should be able to speak to customers in their native tongue, which will help them feel more comfortable and provide better customer service. It’s also important that agents have full control over their own time and messages, as well as access to resources like translation tools so they can communicate effectively with clients who speak different languages than English (for example Spanish speakers).

If your company does not already have a large pool of employees who speak multiple languages at once, it’s possible that hiring someone new may be difficult because these positions are often highly sought-after by employers around the world who want experts on hand when needed most—especially during peak periods like holidays or other special events!

Can you provide references?

When considering a call center, for example Ovex Technologies, to outsource to, you should ask for references. Be sure that the people who work at your client’s call center know how to handle incoming calls and resolve issues. If they don’t know what they’re doing, then you’ll end up paying more money in terms of customer support costs than if you used someone else.

If possible, try asking for references from previous clients or employers as well as previous vendors, suppliers and colleagues—people who would have dealt with potential problems before (and hopefully resolved them successfully). It’s also worth asking about any relevant training that was given by these parties during their time working for other customers!

How much notice do you need to make adjustments so that we can adapt to seasonality or cope with unexpected changes in demand?

How much notice do you need to make adjustments so that we can adapt to seasonality or cope with unexpected changes in demand?

If it’s a one-off task, then less notice is needed. If it’s a regular task and has to be done daily, then more notice would be required. For example, if your call center needs to change their hours for the holidays every year because of seasonal demand (e.g., Black Friday sales), then they will need some type of system in place so that when the holiday comes around each year they can easily change their hours without having an administrative burden on them or their staff members who might not understand why they need this change made every year—or perhaps even worse: having no idea what this means or how this affects everyone who works at this particular location!

What is your experience of change management and supporting our processes and integrating new hires/agents/your technology into our business?

This is a good question to ask because, if you are outsourcing your call center and not making the transition from in-house, there will be many questions about how to make this happen. This can vary from company to company, but it’s important that you find out what their experience is before hiring them. It’s also important for them know how to support your business during the transition period so that they don’t have any issues when transitioning over.

What’s your security policy and what measures do you take to protect our data and systems?

  • What’s your security policy and what measures do you take to protect our data and systems?
  • What kind of security measures do they have in place?
  • Is it a shared service or does it include your own call center team?

Who will be my point of contact and how quickly can I expect a response if there are issues?

  • Who is your point of contact?
  • How quickly can I expect a response if there are issues?
  • Will my answers be kept confidential and private, or will it be shared with other departments down the line?

It’s important for you to know who will be your point of contact, because this person is responsible for responding to any questions that come in from customers. It’s also essential that you know how quickly they respond—and whether or not their emails and phone calls are answered directly by the person who wrote them (or taken over by another department).

The answers to these questions will tell a lot about your provider.

The answers to these questions will tell a lot about your provider.

  • How quickly can you make changes? If your vendor is slow in updating their service, or if there are long gaps between updates, this could mean that they don’t have the right expertise or experience for what you need.
  • How well do they communicate with you? If the person answering your calls isn’t responsive and doesn’t seem interested in helping you—or worse yet, doesn’t even seem to know who “you” are—this is not a good sign.
  • How much notice do they need to make adjustments? If it takes days or even weeks before a company responds when something goes wrong on their end (or when there’s an issue), chances are good that things won’t always go smoothly and efficiently as promised; especially since most outsourcing providers only offer 24-48 hour response times which rarely happens at all!


As the outsourcing market continues to grow, so does the need for careful consideration of your provider when choosing the right partner. The fact is that you can get a lot of good information from speaking with a call center provider who has experience in your industry. This helps ensure that your relationship will be successful and that both sides can work together as efficiently as possible. . Ovex Tech provides one of the best call center/BPO services in Pakistan. Visit this website www.ovextech.com to learn more.

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