Changing Your Contact Center’s Voice Services Provider
Changing voice (toll-free and long distance) services for your contact center could appear more complicated than it is. In reality, today’s technology makes it simpler than ever. Here at Televergence, we recommend evaluating your contact center’s voice services provider every few years to ensure your group is receiving the best possible service and price.
What are some items to review when searching for a new service provider?
- What happens when problems arise? Just like evaluating any other service provider, you want to ensure your business is top of mind. If things do happen to go wrong for any reason at all, you want to make sure your service provider has a plan to ensure no disruption for your business. Take the time to ask a potential service provider about their average life of a customer, as well as their protocol for diagnosing and resolving any issues. The longer they’ve been in business and the longer their average length of a customer, the more likely you are to stay satisfied.
- Can you test the new network/service with no cost or commitment? Not every carrier will allow this, but for those that do, you should network at no cost prior to making any changes or commitments. It is strongly recommended not to consider a provider who does not offer a no cost or commitment test of their service. It’s also important to know that it is not necessary for you to transfer all of your toll-free and long distance business to their network immediately. Instead, try out with 20-25% of your portfolio and evaluate your level of satisfaction Talk to your agents who are using the new network and ask them what they think. Are they experiencing one-way audio, dropped calls? The more you know, the better position you will be in to make a decision.
- What do their service agreements look like? Not all toll-free and long distance carriers are built the same, and neither are their agreements. Ask around to understand better what various carriers provide in terms of contractual usage and time period commitments. Many contact center managers do not want to be tied down to one provider for years on end. Figure out what works best for your long term goals and share those ideas with various carriers to get the best deal you can – make them compete for your valuable business! Don’t settle without first understanding what you are getting.
In conclusion, ask questions. Remember that you don’t have to commit or settle until you fully understand your needs and what you are getting out of your carrier. Getting locked into an agreement without first understanding the level of service and price you will be getting can ensure future headaches. Avoid problems at all cost by doing your due diligence. If you’d like to see what Televergence can provide, please give us a shout here. We’d be happy to help.