To Call or Not to Call?

This is the question. Whether verifying potential inquiries, remarketing non-successful records, or performing quality assurance audits, it seems every vendor now utilizes a call center. But how do we distinguish the good from the bad? These are the top 3 things to look for when deciding if a call center is right for you.

1. Transparency
Quality call centers have nothing to hide. Mediocre ones do. First, request a copy of the call scripts, both inbound and outbound. Even if it’s against a company’s policy to share the exact script, they should be able to give you a sample.

Second, find out where the call center acquires their calling lists. Do their records make sense and target your key demographic, or are they simply purchasing generic records at a cheaper price? Keep in mind, most call centers aren’t going to reveal their exact sources, but they should be able to divulge general descriptions.

Last, can the call center provide call recordings on request? This can be very important when evaluating and researching questionable inquiries.

2. Flexibility
A strong call center is able to tailor its efforts to fit each client’s needs. While it’s not unusual for a good call center to utilize the same script for all clients, the best are able to match appropriate schools to each potential student.

3. Quality Control
Inquire about the call center’s quality assurance efforts. Maintaining a successful call center takes more than just an army of agents on the phone. Those dedicated to consistent quality will have teams responsible for developing strong training efforts, reviewing and analyzing calls, and providing feedback to their agents. If the call center seems confused when you ask about this, it’s best you walk away.

The decision to utilize call centers is one that should be made by each client on a case-by-case basis. There are good call centers that produce consistent, quality inquiries that result in strong CPEs or CPSs. And, just as in any industry, there are also a few bad apples who give the entire group a bad name. If you’re able to sort the good from the bad, the door will open for new and interesting opportunities.