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