Sure call centers are staffed by people answering calls but there are significant differences in agencies that can lead to success or a disasterous experience for both you and your customers. Here's a few key indicators to look for in a quality call center agency.

1) Look for a track record in long term partnership with clients.  It's great to hear that the agency is working with some large companies but find out how long and the size volume of work they handle on that client behalf.  The agency may mention as an example "we work with GE" but inquire what applications or divison do you work with , for how long and specifically what volume are you handling for GE?"  The more detailed information in hand will help you in your assement if the agency is a good fit for your business.

2) Identify and assess the operational focus and tactics of quality assurance.  Sometimes clients will hear from a sales person that our call center agency has a "focus of call quality".  Find out specifically what does call quality mean?  Is Quality Assurance led by someone within the agency?  What tactical approaches does the agency have to manage quality?  Do they listen to calls? How often are they scored?  Ask to see some previous scored quality reviews.

3) Call center technology has advanced dramatically in the last years few years.  How does the agency compare perhaps with newer companies that offer better technologies that may help my customers and reduce my costs.  I recall one Client that was struggling to receive basic call center metric reporting from the agency she was working with.   I was astounded to hear how she had to beg for reporting.  Find out how robust the automatic call distribution ("ACD")  works within the operation, see reporting examples and ensure reporting information can be easiily identified and outputted.  If you can't measure it , you can;t manage it.  Call center reporting and the lastest call center technologies will promote better organization and administration of your customers.

All call centers are not the same.  By probing with a few more questions in key areas of the call center operations will help you determine whether they are the right fit to help you and your customers.