12 Questions to Ask When Outsourcing a Call Center

A call center representative busy on a call while laughing.

Choosing the right company to outsource your call center is like picking out a gift for a loved one. You can grab the first one you find, but it won’t guarantee customer satisfaction. Instead, it is wise to ask questions to ensure you get the right fit. 

We took all our knowledge and compiled a list of questions for you to ask before finding your next business partner.

1. What expertise do you have?

An excellent place to start is discussing what the call center outsourcing company specializes in. For example, find out if they focus on B2C or B2B interactions and how big their area of expertise is. Also, check to see if they cater to all industries or just a few. 

For instance, at iCall services, we focus on a wide variety of expertise, as we discuss in our call center outsourcing guide

A person looking at their phone.

2. What other clients do you have?

This one is pretty straightforward. While you are looking into the agency’s expertise, you can use this question to identify businesses similar to yours, which will prove that they know what you do. In addition, it will help you narrow down the number of companies that can provide a specific service.

3. How long have you been doing this?

A long history doesn’t guarantee a successful future, but it can show that they have been in the business for a while and know what they are doing. It can also be reassuring to see that the company you are considering has longevity. This question usually gives you an idea of how much experience they have and whether or not they are still in the developing stages.

4. What are the company’s performance stats?

No company is perfect, including those who do call center outsourcing. You want to find a team that can provide you with a level of service that is up to your standards and has the stats to prove they have been successful. In addition, it will help you determine how well they listen to their customers and their results from different businesses.

A person holding up a tablet with statistics displaying.

5. What technology do you use?

This question can get technical, but it is essential. You want to make sure the call center you select uses top-of-the-line technology and has enough resources to handle your workload. A company that relies on outdated technology might not be able to maintain the standard you were hoping for, so make sure their infrastructure is up to par with yours.

A person clicking an icon that shows a person and a phone.

6. Have you ever been fired? 

If they have, it’s most likely due to a customer not being satisfied. Nevertheless, it is one of the main things you should be looking for when hiring a company. Be sure to ask this question upfront to know what kind of companies they have worked with in the past and how well their track record is.

If they haven’t, that could also be a potential red flag. Even a 5-star company should have at least one client who decided to terminate their contract. It might not even be the agency’s fault, but it is still essential to know that they are willing to be transparent.

What did you learn?

It could be wise to ask them what they learned from being fired. It is essential to find a company that grows and adjusts as time passes. Once again, even if it was not their fault, there should be a lesson behind every experience. 

7. How many calls can you handle per day?

The answer you receive to this question will vary greatly depending on the agency’s size. The more calls they take, the more difficult it can be for them to provide a good level of customer service. If they handle too few calls a day, they might not have enough experience with different industries and companies.

iCall Services focuses on giving their customers only the best service when offering our phone support. 

An overhead shot of call center outsourcing agents busy working.

How much time will my project manager dedicate to me per day?

Given that your business is assigned a project manager, it would be great to know how much time they will dedicate to you. In addition, it will give you a better understanding of the service they will provide.

8. Can you prove the quality of your service?

This question is crucial because you want to trust that the call center you are working with will provide a good level of customer service. They can do this by providing you with case studies or even references from previous clients.

A row of contact center outsourcing agents busy enjoying their work.

9. What are your operating hours?

Depending on your needs, this question might be important to you. For example, if you need service outside of the 9-5 workweek, you will want to find a company open during those times. Otherwise, you could be missing out on potential leads.

10. Will my data be safe?

You want to ensure that your information is secure and that the outsourced call center you are choosing is trustworthy. They should provide you with privacy policies, reports of on-site security, key card access, etc. Ask them what steps they take to protect your and your client’s data.

11. What do your services cost?

Price is always a deciding factor, especially with call centers outsourcing. You want to find a company that offers services that fall within your budget. However, don’t let pricing be the only thing you look at. Make sure to consider all of the other factors involved before deciding. That is why the call center outsourcing costs should be one of the final questions on your list, first hear what they offer.

12. What will the reporting tell me?

This question helps you understand what information you will get from the call center. Reports can vary greatly depending on the company, so it is essential to know what to expect. Ask for a sample report before making a decision. This way, you will learn how much data you will access and whether or not it is relevant.

Business people looking at some statistics.


Having a call center that consistently provides good service is vital for any business. However, it can be challenging to find one that fits your needs and has the experience necessary to provide you with the level of service you deserve. 

It’s important to note that you might not get all the correct answers from a potential agency, but you should also see how they answer these questions. Some agencies might, for instance, not have all the knowledge you would have wanted, but if you can trust them, they will still be a good fit. So, use these questions to find the right business partner, not just the right answers. 

At iCall services, we aspire to provide only the best service. Whether it is for back-office or technical support, outbound or inbound call center outsourcing, we do it all. So, request a quote today, and ask away. 

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