The best technology and processes in the world are useless… if the voice at the end of the phone cannot deliver the quality of service you require. So there are some vital questions you need to ask your call centre about its approach to staffing.

• What recruitment methods do they adopt?
   
• What training and development is available to their staff?
   
• What is your call centre’s approach to performance management?
  How are staff inspired, motivated and rewarded?

• What is done to promote staff satisfaction?

• What are the best indications of a successful staff culture?

Top Tip:
Ask to meet a selection of staff, including the team who are likely to end up project managing and delivering your solution.