Advantages of a Call Center On-Site Visit

Advantage Of An On-Site Contact Center Visit & 4 Aspects To Evaluate

There are several steps to consider when choosing an outsourcing contact center company. You need to do some research, call the company, review the brochure, get a proposal, send an RFP. All those things can give you an idea of the type of contact center you are dealing with and the service they offer. But nothing will give you a better actual impression than an onsite visit to their contact center.

Site visits can cost you time and money, but you are going to make a future investment and you are going to trust your clients and information to that company. Are they going to be able to offer a good customer experience? Who are the people that will talk with your customers? Are they feeling happy and willing to help? Is there something the salesperson is not showing you? You can only discover those things first-hand. But you need to go prepared for that visit to get the more out of it. What will you review, what questions are you going to ask, and to who? Make that on-site visit valuable.

Here are 4 things you need to evaluate from your contact center on-site visit:

Transparency Would I trust them?
If you do an on-site visit, it’s with the purpose to know the complete shop, listen to agents, see the building and infrastructure, not to just hear another sales pitch. How much does the company let you see? Do they let you speak to the agents? Do they introduce you to the management team and the admin staff? Or are they only showing you a part of the contact center? If you ask for a special request, how flexible they are? Remember, you need to trust the company, and if they are not transparent, how would you trust them?


Read: 5 Questions To Ask Before Choosing An Outsourcing Company


Work Atmosphere Would I feel happy working with this team?
If they let you talk to the agents, take advantage of this opportunity and ask them some questions about the work environment. Why did they choose that contact center? What are their challenges in the work? What is it they like the most about their job? How long have they worked there? Do they have a clear career path? Take the time to observe the interaction between agents and between managers? Do you perceive happiness, friendliness, fun, or tension, stress and disagreement?


Work Environment Would I work at this place?
See the building, the lighting, the colors, the break areas. How old is the building? Is it in good condition? Is the contact center clean? Do they have AC at the operations areas and offices? Your team needs to feel comfortable to do a great job and offer great customer service. Maybe the price for that outsourced call center is cheaper, but is it worth it?


Read: Ingredients For A Successful Nearshore Outsourcing Partnership


Management Experience Would I hire them?

Make some time too to speak with the managers. You could see their resumes and LinkedIn profiles, but you can also have a short interview with them to get a feel for their experience, their vision, their leadership approach. They are the people that are going to manage your team.


At Call Center Services International, we invite you to come visit our facilities. We know it’s very important for you to listen to the agents live in action and see the facilities and work environment first-hand. We make it very convenient for you: we pick you up at the airport or hotel, we give you a tour and presentation, and drive you back. Contact us to make an appointment for a tour & presentation today!

You might be also interested in these popular articles:

5 Tips To Train Your Agents To Avoid Dead Air During Calls

5 Tips To Train Your Agents To Avoid Dead Air During Calls

10 April 2017

Dead air are the long moments of silence during a call. These can be caused...

15 Quotes To Share With Your Call Center Team

15 Quotes To Share With Your Call Center Team

21 August 2017

We know that sometimes it’s hard to keep the motivation up when work gets harder...

How to Build Successful Call Center Teamwork

How to Build Successful Call Center Teamwork

08 August 2014

Teamwork in a call center is fundamental because each agent is considered a part of...

6 Ways to Promote your Call Center Culture and Improve your Customer Service

6 Ways to Promote your Call Center Culture and Improve your Customer Service

21 April 2017

"The way your employees feel is the way your customers will feel." -Sybil F. Stershic...

Tips to Take Care of Your Call Center Headsets

Tips to Take Care of Your Call Center Headsets

23 May 2015

Corded or wireless headsets are somewhat fragile pieces of equipment that can break easily and...

14 Suggestions to Reduce Noise In The Call Center [INFOGRAPHIC]

14 Suggestions to Reduce Noise In The Call Center [INFOGRAPHIC]

04 March 2017

Loud noise can be very common in a call center. Agents on the phone, supervisors...

Contact CCSI Today!

We would be delighted to speak with you about your call center needs and the benefits of establishing a call center in Mexico. Please call us or fill out the following form:

1000 characters left
Call Center Services International
809 Bowsprit Road, Suite #204
Chula Vista, CA 91914
+1(877) 399-3419
Mon-Fri: 8:00 am to 5:00 pm (Pacific Time)