Hiring an outsourcing business is a big decision and not one you should make lightly. They will often interact with your current customers, sell new customers, and impact processes within your business. It's vital to vet these business — but where to start? Below are some questions you can use as a jumping off point for your conversation.
What are your hiring protocols?
At an outsourcing company, their recruiting and hiring processes are some of the most important aspects of their business. Their agents are the lifeblood of their business so it’s paramount to have processes that allow them to scale as quickly as you need them to. Below are a few questions that can help you double click into these processes.
Where are you hiring your agents from?
How do you screen for language proficiency? Technical proficiency?
Can I view some of the tests that you use to screen these candidates?
What is your average time frame to bring on a candidate?
Are your agents remote or in a call center?
What does your employee retention look like?
One of the main benefits to hiring a quality outsourcing company is their ability to retain great talent. This reduces the cost of having to retrain individual agents and improves their metrics as they are constantly honing their skills. A few questions to help guide the conversation:
How do you build a culture to retain top talent?
What is the average tenure of your agents?
What is the main reason your agents leave?
Do your reps have upward mobility options?
Can I speak to one of your current clients?
While vetting an outsourcing vendor, one of the best ways to ensure you’re hiring a quality team is to speak with some of their current clients. While they’re only going to put you in front of clients who are enjoying their service, this allows you at minimum to receive some validation of their service. Here are a couple questions to get the most transparency possible when talking to these clients:
How long have you been using this service?
What has been a pain point for you?
What type of ROI are you seeing from your investment?
Would you hire them again at a different company?
Have they ever messed up and how did they make it whole for you?
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If you'd like to ask us these questions — please reach out to us at sales@getleverify.com
