Running a call center is not easy. You will have great days when things go your way. You will have days when you have technical issues, people issues, and complaint issues. The day to day challenges are not easy.
Customer expectations are exploding and it gets tougher each year. If you don’t keep your customers happy, they will blog on YELP. If you don’t keep your employees happy, they will be on Glassdoor. And then, you have the challenge of staying on top of technology advancements.
Outsourcing is a great option. Finding a call centre specialist will allow you to focus on your core business and possibly save you money. The key is to find the right partner that you can trust.
So what are your options?
You can hire people in your home country. You can outsource to a place like Costa Rica if you need to service Spanish customers. Or, you can consider a place like the Philippines. You have lots of options. My suggestion is to carefully map out your customer journey. Create your strategy. Then explore all options to execute your vision.