The benefits to using an offshore call center are numerous, but naturally the key issue is cost-effectiveness. With any call center situation, the goal is two-fold --- to improve productivity and to increase profitability. How do you accomplish this? Most would agree that your best bet is to contract to an offshore call center rather than an on-shore entity.

Choosing a call center to contract to is challenging enough. Knowing how to choose an offshore call center can be even more challenging. There are basically seven aspects to consider when attempting choosing that offshore call center. Finding an offshore company for your call center needs can be very beneficial to your business if they meet these seven criteria.

Criterion 1 - Years in business – Typically, companies that have been in business in the call center industry for a minimum of 5 years are preferred over other companies. In the call center industry, those companies that have lasted a minimum of 5 years are usually there for the long haul and will be around for a lot of years to come.

Criterion 2 - Experience and skill levels of employees – Those agents that are going to man that call center should be interviewed by telephone and have a quality check done so that you know you are getting the highest quality of personnel possible. They need to be knowledgeable of your industry and familiar with the fundamentals.

Criterion 3 - Infrastructure capabilities– A call center must have a positive infrastructure with sufficient back-up capabilities to withstand any problems that arise. Along with the physical infrastructure, the regular telecom infrastructure needs to be examined as well.

Criterion 4 - Knowledge of the industry – First and foremost, a call center must be totally knowledgeable of your industry when it comes to filling your needs. They need to be able to interact with your customers in a way that reassures them that they have chosen the right company to do business with.

Criterion 5 - Past track record of the company – One of the best ways to determine if a particular offshore call center is the right one for you is to check out that company’s track record. Being able to check on that company’s previous case studies and client references is of utmost importance. These are good indicators of a company’s past history as well as that track record.

Criterion 6 - Quality certification – In order to stand heads above the competition, the better companies actively seek out quality certification. When considering an offshore call center, make sure that they are ISO or STPI certified.

Criterion 7 - Visit the company if it is possible – If it’s affordable and feasible, a trip to the country where the offshore call center is located is the best way to see first hand if you have chosen the best outsourcing company to handle your call center needs.

Although, undertaking each of these criteria may not be feasible or possible, you should still attempt to investigate the call center using as many of the above criteria as possible. These criteria will ensure that you are choosing the best offshore call center to suit your needs. Another suggestion is to seek out a company that is as committed to your success as you are. However, at the end of the day, you need to feel confident that the offshore company that you have chosen to handle your call center operations equates to the best return on investment that you could have made for the company.