In call centers, does infrastructure guarantee quality service?

In call centers, does infrastructure guarantee quality service?

QualityService

Nowadays, there are many inexperienced companies that offer call center services without taking into consideration the importance of an adequate infrastructure that guarantees high quality of service.

Quality of service is defined as “satisfaction of the needs and expectations of the customer,” which cannot be fulfilled unless one possesses the tangible (infrastructure) and intangible (services) resources that effectively resolve a specific problem.

Therefore, providing high quality call center services depends on the adequate infrastructure within the outsourced call center. Besides having an operations center with telephone lines, the infrastructure should include the following:

  • Enough physical room and correct furniture setup for the type of operations that will be carried out
  • Technology infrastructure (network, computers and support services)
  • Telecommunication services (telephony and bandwidth)
  • General services that guarantee the integrity of its operations (surveillance, restrooms, CCTV, cafeteria and parking spots)
  • Operative platform licenses
  • Brand presence flexibility, as requested by the customers
  • Locations in different cities

In that sense, NextDoor Solutions offers infrastructure rental and support services, as well as the best business process outsourcing (BPO) solutions. Our outsourced call center in Mexico is supported by specialized human resources and cutting-edge technology, backed by 20 years of experience – both of which guarantee top-notch quality service.

NextDoor Solutions is much more than an outsourced call center service provider. Contact us today and discover which BPO solution best fits the needs of your company and execute your strategy supported by the best infrastructure.