What to consider when looking for Call Centers and Telemarketing in Africa:
Call center and telemarketing companies in Africa should be judged based on their professionalism, performance, flexibility and value for money.
Perhaps you will decide to use a call center or telemarketing company in Africa because they offer both inbound and outbound services and you'd like to centralize all your customer contact in one location. This is known as a blended call centre. Some call centres in Africa can also perform value-added services like email support, live chat functions and direct marketing support, such as sending mailings before and after campaigns. If you require such additional services, then you should seek a full-service contact center in Africa to work with you.
Contact centers and inbound call centers in Africa may also provide answering services for their clients. This ensures that you never miss a call from a customer or prospect. The answering service can take messages and deliver them to you via email, cell phone, pager, desktop, pda or fax. You can decide whether or not these messages will be sent to you immediately or at pre-arranged scheduled times.
If you are a small business in Africa, you might be looking for a virtual office in Africa to enable you to deliver 24-7 service. Advanced web-enabled operating systems and virtual receptionists can execute functions seamlessly on your behalf. Other functions such as mail services like mail forwarding, order processing and account maintenance can all be outsourced to Africa, freeing up your time so that you can focus on your core business.
When entering into a partnership with a call center or telemarketing company in Africa, make sure you select a company that is affordable and does not charge any hidden fees. Ask about set up fees, training fees and hold-time charges. Keep a close eye on your Cost Per Order so that you can be sure the call centre or contract center in Africa is providing you with a clear, valuable Return on Investment.
Every call center and telemarketing company in Africa must adhere to strict Do Not Contact policies set out by the governing bodies in Africa. Violations are not costly for your bottom line, but for your reputation as well. Protect yourself by doing plenty of research on the rules and regulations in Africa and be sure to conduct data cleansing regularly. You should also record and monitor calls to guard yourself against fraud.
It's a wise idea to ask the telemarketing and call centers in Africa if they are members of professional organisations, industry associations or have attended any industry courses, seminars or networking functions. The International Customer Management Institute (ICMI) offers training, information and consultation for call centres and other companies around the globe that are dedicated to providing first-class customer service. If you choose to work with a company in Africa that has taken courses at an institute such as this one, then you can be sure that your outsourced customer activities are in good hands.