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We have compiled a thorough list of must-ask questions at every stage of your partnership to help you make an informed and calculated choice.
Questions to ask before you sign a deal
What is your pricing model?
Why You Need to Ask This: Different providers offer varying pricing structures, and knowing the costs upfront helps you avoid unexpected expenses. They understand what the base price includes and what features might cost extra, guaranteeing transparency.
Answer: The provider should clearly outline the pricing model, detailing costs for necessary features and optional add-ons. NobelBiz offers superb value for its VoIP and Omni+ solutions, with competitive pricing and no hidden fees. This transparency helps businesses plan budgets and avoid cost overruns.
Traditional support models react to problems after they occur. At NobelBiz, we’ve redefined support with our client advocate model, proactively addressing potential challenges and ensuring our clients’ contact centers operate at peak efficiency around the clock.”– Christian Montes Executive Vice President Client Operations
2. What call center functionalities are included in the base package?
Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. These features streamline operations and deliver superior customer experiences.
Answer: The base package should include fundamental features like advanced IVR to manage calls efficiently, detailed analytics to understand performance, and thorough reporting tools. These features help businesses improve decision-making and increase functional efficiency from day one.
3. How scalable is the platform?
Why You Need to Ask This: A scalable platform helps your system grow with your business and accommodates increasing call volumes and new functionalities. Businesses anticipating rapid growth and seasonal spikes find this especially important.
Answer: The platform supports smooth scaling, so you can expand to new communication channels, integrate advanced tools, and add more agents. By guaranteeing uninterrupted operations, NobelBiz platforms dynamically adapt to evolving business needs.
4. What integrations are available?
Why You Need to Ask This: Integrating existing tools like CRM systems, email, and web chat management guarantees a smooth workflow and improves productivity. It eliminates the need for manual data entry and encourages a unified customer experience.
Answer: The provider should offer robust integrations with popular CRM platforms, email systems, and web chat tools. NobelBiz Omni+ excels in multi-channel support and helps businesses consolidate all communication channels into one intuitive interface.
5. How secure is your platform?
Why You Need to Ask This: Data protection is critical in the call center industry. Security breaches can harm your reputation and result in compliance penalties. Make sure the provider follows strict encryption and compliance standards.
Answer: The platform should offer top-tier security features, such as end-to-end encryption, regular security audits, and compliance with industry standards like GDPR and PCI DSS. NobelBiz platforms are designed with security in mind, ensuring the safety of sensitive customer data.
6. What customer communication channels do you support?
Why You Need to Ask This: Multi-channel support is crucial for reaching customers through their preferred communication methods. Offering diverse channels enhances customer satisfaction and engagement.
Answer: The provider should support various communication channels to cater to varied customer preferences. NobelBiz Omni+ stands out by enabling businesses to manage multiple interactions simultaneously. It integrates voice calls, SMS, email, and live chat with social media messaging apps like WhatsApp, Facebook Messenger, Twitter, and Telegram. Additional channels include voicemail, web chat, and more, all managed from a single dashboard. This unified system handles complex outbound, inbound, and blended campaigns across eCommerce, customer service, technical support, collections, healthcare, and finance.
7. What is your technical support availability?
Why You Need to Ask This: Reliable technical support minimizes downtime and resolves issues quickly, ensuring smooth operations. This is particularly important for call centers that operate 24/7.
Answer: The provider should offer round-the-clock support with quick response times. NobelBiz goes beyond the traditional 24/7/365 support model. With over 20 years of experience in the contact center industry as a software and telecom provider, we have redefined client support through our innovative client advocate model. Each contact center powered by NobelBiz is assigned a dedicated client advocate—a representative who proactively ensures everything runs optimally and addresses potential issues before they arise. Unlike standard account managers, our advocates actively champion the client’s needs within the organization, offering a more personalized and proactive approach to support. This unique model ensures our clients a seamless experience and unparalleled peace of mind.
8. What kind of training and onboarding support do you offer?
Why You Need to Ask This: Proper onboarding and training ensure your team can utilize the platform effectively. It also reduces the learning curve and boosts productivity.
Ideal Answer: The provider should offer comprehensive onboarding, including live training sessions, detailed user guides, and access to ongoing support. NobelBiz provides hands-on assistance during onboarding to ensure teams are well-equipped to maximize the platform’s potential.
9. Can I customize workflows and call routing?
Why You Need to Ask This: Customizable workflows and routing optimize call management based on your business needs, improving efficiency and customer satisfaction.
Ideal Answer: The platform should allow for various routing options, such as skill-based routing, list-based routing, and time-based routing. NobelBiz Omni+ excels in offering these customizations, enabling businesses to tailor call flows for maximum effectiveness.
Clinical Trial Media
Questions to Ask Before Renewal
10. Can we renegotiate pricing based on our usage?
Why You Need to Ask This: Long-term partnerships often warrant pricing adjustments based on actual usage. This ensures your investment aligns with the value received.
Ideal Answer: The provider should be open to renegotiating terms and offer flexibility to adjust pricing models as your business evolves. NobelBiz values long-term partnerships and collaborates with clients to create cost-effective solutions.
11. How has your customer support performance been over the last year?
Why You Need to Ask This: Evaluating metrics like average response and resolution times can give insight into a provider’s reliability and commitment to customer success.
Ideal Answer: The provider should provide transparent metrics that showcase consistent improvements and a dedication to excellence. NobelBiz prides itself on industry-leading response and resolution times, ensuring client satisfaction.
Businesses lose approximately $75 billion yearly because of poor customer service.
12. How have you ensured system stability and security in the past year?
Why You Need to Ask This: Understanding the provider’s track record helps assess their commitment to reliability and security. Corrective measures should be taken for any history of outages or breaches.
Ideal Answer: The provider should highlight measures like regular system updates, incident response strategies, and uptime guarantees. NobelBiz implements rigorous testing and monitoring protocols to ensure stability and security.
13. Can we access extra analytics or reporting features?
Why You Need to Ask This: Advanced analytics enhance decision-making and operational efficiency. Access to additional features can provide deeper insights into performance metrics.
Ideal Answer: The provider should offer advanced analytics tools, such as those available through NobelBiz Omni+, to effectively track and analyze critical performance metrics.
Questions to Ask After Onboarding
14. What ongoing training or resources are available for our agents?
Why You Need to Ask This: Continuous training ensures your team remains proficient as the platform evolves. It also fosters a culture of improvement and adaptability.
Ideal Answer: The provider should offer updated training resources, regular webinars, and dedicated support for agent development. NobelBiz’s training programs are designed to keep teams ahead of industry trends.
15. How do we request custom features or integration development?
Why You Need to Ask This: Custom features can address specific operational needs, adding value to your investment and helping you stay competitive.
Ideal Answer: The provider should have a transparent process for evaluating and implementing custom feature requests. NobelBiz collaborates closely with clients to understand their needs and deliver tailored solutions.
Salman Aslam
Asking these critical questions ensures you select a call center service provider that meets your current needs while offering the flexibility to grow with your business. With NobelBiz Omni+ and VoIP solutions, you can access cutting-edge features, unmatched scalability, and industry-leading support.
Contact us today to learn more!
Andrei is an experienced marketing professional specializing in propelling growth for both B2B and B2C companies. Proficient in streamlining marketing operations and enhancing lead and customer experiences through SEO and marketing techniques.
