9 Must-Haves For Your Next Contact Center Site Visit

Outsourcing your contact center is an ideal way to meet the growing demands of your business and customers. Before embarking on your search for the right BPO partners, you’ve already done a whole lot of homework. You’ve identified your needs in terms of global reach and capacity; you’ve accounted for future expansion and technical must-haves; you’ve identified cost parameters — and you’ve done so much more to scope out your requirements.

Having incorporated all of this into your request for proposals (RFP), you’ve likely received a boatload of replies. Narrowing that down to a handful of the best options will require even more heavy slogging: follow-up questions about things like employee training, attrition rates, track records, and security; an evaluation of how receptive and transparent management is; a gauge of viability based on the center’s location.

By the end of that process, you may feel like you know everything you need to know about the contact center. But is it enough to finally choose the one?

The value of a contact center site visit

Visiting prospective contact center sites can help you garner valuable insights into how well they actually fit your needs. You can evaluate whether the information you’ve been given correlates with what you see, explore whether their business culture and values align with yours, and identify potential red flags that could put your CX at risk. All this will help you make a confident decision about who to trust with this critical piece of your business operations.

In this post, we’re helping you make the most of your contact center site visit by breaking down nine important factors to consider throughout the process. Click the link below and let’s dive in!