Typically, the businesses didn’t know much about call center industry. And they were duped by such offshore call center service providers who claimed to be ‘high-quality’. That is why we give you a list of questions which you should ask your call center vendor. These questions are associated with the KPI of a call center and make us of the industry jargon. Posing these questions will help you to find the truth of their claims as well as make you appear knowledgeable. So no vendor will be able to fool you or take you for a ride. And you will be able to identify the credible and genuinely high-quality ones –

Q1. What is your call Abandon Rate?

Q2.Tell me about your Agent Availability and Agent Utilization?

Q3. What is your Average Speed of Answer (ASA)?

Q4. How long is your Average handling time?

Q5. What is the Idle time at your call center?

Q6. What is your One Call Resolution Rate?

Q7. What is the Time in queue?

Q8. What is the wrap-up time of your calls?

Q9. What are the components of Service Level Agreement?

Q10. What is Average number of contacts handled per hour?

Q11. What is your schedule adherence and conformity?

Q12. What is your Customer Satisfaction level?

Q13. What is your Customer service level?

Q14. What is your system of Quality Monitoring?

Q15. Do you have 100% Call recording system? So probe your call center outsourcing vendor with these questions. Outsource only if you get satisfactory answers to these questions. Talking about us, we are more than willing to answer your every query so contact us now!