How to select a call center in China? (go back »)

If your company had entered China market or you have large number of Chinese customers and considers outsourcing your customer services to a call center, this article might provide useful tips for you. We recently got a call center project from a multinational company in China. Our client also provided some insights on this topic.

A good call center can enhance your customer satisfaction and loyalty. Therefore, carefully choosing the proper call center is essential to your business.

1. Know Your Objective
   #1 What customers service work you need the call center to do? Does the center need to deal with customers’ e-mails, provide order taking service and other related back-office service?
   #2 What's your language requirement for project manager of the call center? If you couldn't speak Chinese or find other Chinese-speaking person to negotiate for you and need English report, then you can narrow down to a small number of Chinese call center providers.
   #3 Does the CR (customer representative) need to solve all customers’ technical problem? How many CR do you need? Do you require them to speak Cantonese or English?
   #4 What's your serving region, the mainland China, HK, Macau or Taiwan? Only a few of centers are able to serve HK, Macau and Taiwan region.
   #5 Do you need a toll free number? If yes, the call center could apply for you from China Telecom providers. Outsourcing your customer service also help you prevent complicated procedures.

2. Know Call Center's Ability
The operation management ability of the call center is critical for your business, since it represents your company. By judging their operation performance, you can ask them a few questions. What's the average call loss ratio? What is the average handling time (AHT) or the typical amount of time spent dealing with the customer? What's the number of calls that an agent can answer and make? Before starting the call center business, it’s very essential to ask their work flow, check scripts and train CRs about your business, products, and usual questions.

Last, balance the price and quality. It's very tempting to choose the call center with lowest price. But saving a few number of money may cause you customer loss. You should choose the venders which offers best solution for your customers needs.

In Call Center