You're thinking about hiring a call center. Maybe your phones are constantly ringing off the hook, you're feeling like you're missing out on valuable leads, or your team is stretched so thin they're about to start seeing double. I get it.
You want a solution, and you probably want it fast. But here's the thing I've learned over my years in this business—rushing into a decision like this is one of the biggest mistakes you can make.
I'm Aaron Boatin, and I've seen countless businesses go down this road. They're looking for help, which is smart, but they jump at the first seemingly easy option without doing their homework. And trust me, partnering with the wrong call center can create more headaches than it solves. You want a true partner, someone who understands your business and helps you grow, not just someone who answers the phone. Because really, any answering service or call center can answer your phone.
So, before you sign on the dotted line, there are some important things you absolutely need to know. Think of this blog as your cheat sheet so you choose the right call center. So, without wasting any more time, let's get into the 8 tips you should know before you hire a call center.
Table of Contents
- Tip 1: Know Your Call Volume and Type
- Tip 2: List the Key Metrics (KPIs) You Need to Track to Evaluate Your Call Center's Performance
- Tip 3: Understand the Real Cost Behind Call Center Services (Don't Just Look at the Sticker Price)
- Tip 4: Experience Matters, So Find a Call Center That Speaks Your Industry's Language
- Tip 5: Know Your Account Manager And Inspect The Call Center's Churn Rate
- Tip 6: Do They Outsource Their Calls to Foreign Countries?
- Tip 7: Read the Fine Print to Understand Termination Clauses
- Tip 8: Make Sure Your Call Center is Future-Proofed and Stacked with Integration Features
- Tip 9: Verify Your "Fit" for a Call Center Service
Tip 1: Know Your Call Volume and Type
You're considering a call center because you're dealing with a certain volume of calls. But do you know the exact number? And more importantly, do you know what kind of calls you're getting?
Think about it. If you don't have a clear understanding of how many calls you expect to send to the call center, you're flying blind. This makes you vulnerable to being upsold on higher-minute plans that you might not even need.
A good answering service should actually monitor your usage and ensure you're on the right plan, so you're never overpaying. But the first step in that process is you having a solid estimate of your call volume.
So, how do you figure this out? Well, your current phone system might have reports that can give you some historical data. You could start by digging into those figures. See how many calls you're currently receiving. You can learn about this more in our blog that helps you figure out how many answering service minutes you'll need.
If you don't have that data readily available, here's a simple trick we often recommend: keep a log for a week. Just jot down every incoming call. Note the time, and most importantly, the type of call. Was it a new lead? A service inquiry? A general question? A billing issue?
Did you know that different types of calls take different amounts of time to handle? A simple information request will be much quicker than troubleshooting a complex service issue. Knowing this will give you a rough idea of the total call time you might need and help you determine how calls should flow once they reach the answering service, depending on the caller's need and your industry's best practices. This initial understanding will prevent mismatches and ensure the answering service agents are equipped to handle your specific call mix effectively.
Understanding your call volume *and* your call type will save you time, stress, and a lot of money when singing on with an answering service.
Tip 2: List the Key Metrics (KPIs) You Need to Track to Evaluate Your Call Center's Performance
You wouldn't run your business without tracking key performance indicators, right? The same principle applies to your call center. You need to know what metrics to monitor to gauge their performance.
So, what you want to track really depends on what you need to monitor performance. If you don't know what you should track, here's our blog on how you can track your call center's performance. But for now, let's look at two key metrics—one obvious one and one often not mentioned by other services.
Key Metric #1: Speed to answer
This is a big one. How quickly are they picking up the phone? Long hold times are a major frustration for callers, so you'll want to keep an eye on average hold times as well. These basic metrics are essential.
But let's dig a little deeper.
Key Metric #2: Reason code reports (or call disposition reports)
One of the really valuable reports that a good answering service can provide is what we call "reason code reports" or "call disposition reports." Think of it as a breakdown of what happened on each call.
This report shows you the different types of calls that came in and the percentage of each. For example, what percentage were lead calls versus service calls versus general inquiries versus billing questions?
This data can be incredibly insightful for your business. "How?"
Let's say your reason code report shows a surprisingly high number of after-hours service calls. That might indicate a trend in your business. Maybe you need to ramp up your preventative maintenance program to reduce those after-hours emergencies. Or perhaps it highlights a recurring issue that you need to address proactively during business hours.
While these two aren't the only key metrics you should track (our blog on tracking call center performance has the extensive list), it should give you a good start.
Tip 3: Understand the Real Cost Behind Call Center Services (Don't Just Look at the Sticker Price)
We touched on call center cost earlier, and it’s undoubtedly a significant factor in your decision-making process. But it's important to understand that the price tag isn't the only thing you should be considering. You need to understand the different pricing models and what's included in the cost.
Without going too deep into it here (check out our blog on what drives the cost of a call center here), just remember, the cheapest option isn't always the best. You need to weigh the cost against the quality of service, the experience of the agents, the technology they use, and the value they bring to your business.
Tip 4: Experience Matters, So Find a Call Center That Speaks Your Industry's Language
Would you hire a plumber to fix your electrical wiring? Probably not. The same logic applies to call centers. Different industries have different needs, different customer expectations, and different terminology. That's why it's so important to ask potential call centers about their experience in your specific industry.
Questions to ask your call center:
Have you worked with businesses like mine before?
Do you understand the unique challenges and opportunities my business' face?
Do you have any case studies or testimonials from clients in my industry?
This will give you a better sense of their capabilities and whether they can truly understand and represent your business effectively. A call center with relevant experience will be better equipped to handle your calls professionally and knowledgeably.
Tip 5: Know Your Account Manager And Inspect The Call Center's Churn Rate
Think about any successful partnership you've had. There's usually a consistent point of contact, someone you know and trust. The same should be true for your call center relationship. You need to know who your main point of contact will be—who will you reach out to with questions, concerns, or changes in your account?
This becomes particularly important when you consider the stability of the call center. There's been some consolidations in the answering service industry, with larger companies buying out smaller ones. While this isn't inherently bad, it can sometimes lead to disruptions.
"So, what happens if my call center gets bought out?"
You might find yourself working with new agents who aren't as familiar with your business or your specific protocols. People on your team are likely to be reached for calls that don't concern them, wasting their time. You probably won't be able to reach your account manager for customer support quickly. In the years that I've onboarded folks from bought-out-call-centers, these problems are just the tip of the iceberg. (This is also why it's important to know what your call center's churn rate is!).
This lack of consistent training will likely negatively impact the quality of service your customers receive and it *definitely* will be an additional burden on your work day.
Tip 6: Do They Outsource Their Calls to Foreign Countries?
In today's globalized world, many call centers operate overseas to reduce costs. While this might seem appealing on the surface, there are several problems that arise fast.
Language barriers and cultural differences can sometimes lead to communication challenges and misunderstandings with overseas call centers. This can negatively impact the customer experience and potentially damage your brand reputation. American-based answering services often have agents who are more familiar with the nuances of American English and cultural expectations, leading to smoother and more natural interactions with your customers.
Consider where your target audience is located and what kind of communication style they expect when making this decision. You can read more about the secret cost of call center outsourcing here.
Tip 7: Read the Fine Print to Understand Termination Clauses
Before you sign any contract with a call center, you need to carefully review the termination clauses. What are the terms for ending the agreement, both for you and for the call center? Are there any penalties for early termination? What notice period is required?
Unfortunately, some companies use sticky contracts with lengthy terms and hefty cancellation fees. You want to avoid getting locked into a long-term agreement with a call center that isn't performing to your expectations.
Ask about their contract terms upfront and make sure you understand all the conditions, especially regarding termination. A reputable call center should be confident in their services and offer fair and reasonable termination clauses.
Tip 8: Make Sure Your Call Center is Future-Proofed and Stacked with Integration Features
You need a call center that is equipped to handle your needs today and able to adapt to the future.
Ask potential providers about their integration capabilities. Can they integrate with your existing CRM, scheduling software, or other business tools?
Also, is the call center investing in new technologies and exploring innovative solutions? Today, that would mean embracing AI to handle your calls smoother.
Tip 9: Verify Your "Fit" for a Call Center Service
Not every business that needs phone support needs a call center. That might sound confusing, especially since we run a call center. So, why would I say what I said, and potentially turn you, a customer, away from a call center service?
Well, the truth is that a call center isn't going to be the solution to *all* your problems. To most businesses, sure. It certainly will be the solution to their communication gaps. But, there are going to be a few businesses that won't be helped by a call center.
Any good call center service would outline the businesses that are bad fits for their service. You can check out ours for an example of a "bad fit" page!
But if your business model is a good fit for a call center service, there's one more thing you need to do: have a clear definition as to what you consider a successful call to be.
Most people immediately assume that to mean checking the quality of the interaction to see if it's up to par. But, it really can go way deeper than that—depending on what success is for you.
For example, is success for you a specific call outcome, like ensuring a potential lead is reached by your sales lead? If so, you'd probably want to measure how many potential leads are succesfully being patched through to your sales lead.
The right call center service will be able to help you with mapping your success out in a call flow. But, to get things rolling, you'll still need an idea of what success looks like for your business' calls.
Choosing the Right Call Center for Your Business
By taking the time to understand your needs, ask the right questions, and carefully evaluate your options, you can find a partner that will be a valuable asset. Then, you can start capturing more leads, improve your customer satisfaction, and ultimately, grow your business. Don't rush the process. Do your homework. And choose a call center that you can trust to represent your brand professionally and effectively.
If you need more tips on choosing a call center, check out our blog on 7 tips to choose a call center today.
And also, you may want to know what integrations a great call center should provide for your business.
Lastly, if you're not already aware of how much call centers today cost, you can click here.
If you're ready to get started with a professional, American call center, you can do so by requesting a quote from us here!
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