When was the last time you took a hard look at your relationship with your outsource call center? After all, your call center is one of your company’s most critical elements. They are the direct line of communication between your customers and you. They are tasked with handling important transactions and keeping things running smoothly. At times it can be hard to tell where you end and they begin.

That’s not necessarily a good thing. It’s easy to get comfortable with your call center and accept the status quo simply because you’ve been together for so long. We often forget that longevity and familiarity don’t obligate us to stay with a partner that isn’t giving us what we need in our relationship.

In honor of Valentine’s Day – the day that so often unintentionally serves as a litmus test for the viability of many relationships – we’ve created this Call Center Compatibility quiz to help you measure the health of your relationship.

Does your call center pick up the phone when you call?

Click on the answer that best describes you to see your score:

They’re usually pretty responsive, but occasionally it takes them a while to return my calls.

That could be a sign of problems ahead. If your call center is starting to provide a lower level of service, it may be time to consider switching before things get worse.

(2 points)

Absolutely! I always feel like a priority to my call center.

That’s great! You should always feel like you are a top priority to your call center.

(3 points)

Rarely. I usually have a hard time getting in touch with them.

You deserve better, and you know it. You’re trusting your call center to be the bridge between you and your customers, so they should respect you enough to be available whenever you need them.

(1 point)

When talking to your friends and family, what do you say about your call center?

Click on the answer that best describes you to see your score:

It depends on the day. Honestly I don’t have much to say about them, good or bad.

This is certainly better than complaining, but ask yourself if you’re selling yourself a little short. When you’ve truly found the right call center partner, you’ll want to tell everyone how great they are.

(2 points)

My friends and family actively avoid the topic because they’re tired of hearing me complain.

Your relationship with your call center should be a positive part of your life, not something that makes you (and those around you) unhappy and uncomfortable. It’s time to break it off and find someone new.

(1 point)

I rave about my call center! I think my friends and family are getting tired of hearing me gush.

Wonderful! Your call center should impress you so much that you can’t help but tell everyone about it.

(3 points)

Do you ever find yourself feeling jealous of your friends’ relationships with their call centers?

Click on the answer that best describes you to see your score:

No way. In fact, I feel bad for my friends because they don’t have a call center relationship as great as mine.

Sounds like you realize how lucky you are. Don’t be afraid to remind your friends that they deserve a great call center relationship too.

(3 points)

Occasionally. We all seem to have our ups and downs with our call centers. I figure that’s normal.

It doesn’t have to be normal! The right call center partner will never leave you second guessing yourself and your choice to work with them.

(2 points)

Constantly. Every time I hear about a friend’s call center I feel more insecure about my own.

No one should have to go through something like that. Your call center should inspire pride, not shame.

(1 point)

Do you believe that you and your call center want the same thing in the future?

Click on the answer that best describes you to see your score:

I think so. We don’t discuss the future very often, but when we do they seem open to the idea of supporting me in the future.

You have definite growth plans, so you need a partner with a concrete plan to support them. Don’t be afraid to ask them for more clarity about how they will continue to meet your needs moving forward.

(2 points)

I do. We discuss the future often, and they are fully prepared to support my plans for growth.

You have big plans for your future, and it sounds like your call center does too. Your call center is a true partner who is ready to grow with you.

(3 points)

I doubt it. They avoid talking about the future whenever I bring it up, and I suspect it’s because they don’t have the capacity or desire to support me as my needs change.

This is scary. A call center that isn’t ready to handle your success will ultimately hinder it. You may be setting yourself up for disaster by staying in this relationship.

(1 point)

How often do you and your call center argue about money?

Click on the answer that best describes you to see your score:

All the time. We seem to be getting less for more recently, but every time I bring it up they get really defensive and change the subject.

You don’t have an unlimited budget, so you have every right to address your concerns about inefficiency. This is unacceptable behavior from your call center and a sign that they don’t value your relationship as much as they should.

(1 point)

The last time we discussed money was when I signed my contract. I’ve asked about options to improve my cost-effectiveness, but they’ve been avoiding the topic.

Talking about money is never fun, but your call center needs to be willing to acknowledge your concerns. Avoiding the issue now will inevitably lead to larger problems in the future.

(2 points)

I only have positive conversations about money with my call center.

Financial discussions are almost always uncomfortable, so it sounds like you are the exception to the rule. Keep up the positive dialogue!

(3 points)

How do you and your call center handle disagreements?

Click on the answer that best describes you to see your score:

It can get kind of hostile. We are constantly at odds, and it feels like they never make an effort to change.

Yikes. This is honestly unacceptable. Your call center is an extension of your company and often the only interaction your customers have with you. You can do better.

(1 point)

It’s a real balance. They always listen to my concerns, and we work together to find a solution that’s fair and works for both of us.

Disagreements are a normal part of every relationship. What matters is how you handle them. You and your call center know how to handle disputes in a way that ultimately strengthens your commitment to each other, and you should be commended for that.

(3 points)

We’re usually able to reach some kind of resolution, but sometimes I just give up because I’m tired of arguing with them.

Having to put in an overwhelming amount of effort to resolve an issue can be exhausting, but you should never sell yourself short. If your call center isn’t willing to work with you, it’s time to find someone who is.

(2 points)

Do you feel like your relationship is a top priority to your call center?

Click on the answer that best describes you to see your score:

Without a doubt. I’m certain I’m a top priority to my call center.

Honestly, this is the only acceptable answer to this question. Your call center is critical to your success, so anything less is actively hurting your bottom line.

(3 points)

There was a time when I felt like I was a priority, but it was so long ago I can barely remember what that was like.

You deserve better. Your customers deserve better. You are trusting your call center to serve as the first line of communication between you and your customers, and a good partner will understand that and give you the attention you deserve regardless of how long you’ve been together. If anything, your relationship should be getting stronger over time, not fading.

(1 point)

I frequently feel like I’m getting passed over for someone else, but I assume that’s a normal part of doing business.

You’re incorrect in your assumption. While you may get a satisfactory level of attention from your call center, you need to know that it’s entirely possible to feel like a top priority at all times.

(2 points)

Results

19-21 points
Great news! You and your call center are soulmates! You should be proud of yourself for finding such a great partner. Remember, you deserve this level of service from your call center, so they need to keep performing at this level to continue to deserve your business.

15-18 points
It sounds like things are generally pretty good between you and your call center, but there’s room for improvement. You and your customers deserve the best. They may be handling your current needs adequately, but if you need additional support you should consider looking at other providers.

12-14 points
There are certainly some red flags in your relationship with your call center. Remember that you deserve a call center that supports you 100% of the time, and you shouldn’t settle for anything less. There are plenty of fish in the sea, and plenty of call centers in the world, and you should at least consider making a change.

7-11 points
It is definitely time to break it off with your call center. You deserve better, and you know it. Just because you’ve been with your call center for a long time doesn’t mean you have to stay with them forever if they aren’t meeting your needs. Looking for a new call center relationship can seem daunting, but we can help make it easy.

Are you ready to break up with your current outsource call center provider and find a better relationship? We can help! The experts at Outsource Consultants have over 25 years of call center industry experience and are ready to be your BPO matchmaker. We’ll match you with an outsource call center that fits your exact requirements – at NO CHARGE to you!

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