Angel's guide to outsourcing
A summary of the elements to consider when outsourcing your calls.

Cost

Get an understanding of different pricing models that are available and have open conversations to ensure that you make a cost-effective decision.

Compliance​

It's important that your partner's ways of working are ethical and lawful. Ask questions about their ways of working and approach to compliance.

Atmosphere

Try to get a feel for the working environment, culture and level of employee engagement as this will definitely have an impact on service delivery.

Agents

Reporting

Expertise

You need to be able to trust the Agents on the phone to deliver an on-brand service which brings product or service to life and leaves a lasting impression.

It's vital that your Account Manager is experienced, pro-active and honest so that you get what you need when you need it. It's even better if they do it with a smile!

Experience and expertise is invaluable. If they are experts in their field they will have a proven track record and be a great source of insight and knowledge.