Why should I consider outsourcing my call center?

There are 4 simple reasons why you should consider outsourcing your call center:

• It will save you money. Call centers can provide better customer service at a fraction of the cost of running your own in-house.
• Call centers invest in the newest and best call center technology, so you don't have to.
• Outsourced call centers can offer support and resources to companies both big and small – so all they have to do is focus on making the sale.
• Call centers make it easy for a company to grow, and are easily scalable if you are ready to expand the reach of your business.

Is it better to work with a call center that is based overseas or domestic?

Why should I keep my call center in the U.S.?

There are many benefits to considering domestic call center outsourcing. Not only does it benefit the U.S economy through the creation of new jobs, but its much easier to monitor, you don’t have to worry about a time huge difference, and your company will benefit from more flexible CSR’s who already understand the language and have an easier time going off script, if needed. 

What is the difference in cost between keeping a call center in-house vs outsourcing?

When looking into whether or not to outsource a call center, or to keep it in house, the first question that comes to many people’s minds is: What is the cost? Initially, it may seem cheaper to hire staff for $10 an hour, rather than pay someone to outsource for $25 an hour. However, when you are setting up your own call center, there are many variables to consider besides just the per hour salary of staff, such as: staff benefits, dialer costs, basic overhead cost, training and turnover. Its really not just as simple as just paying someone $10 an hour, because there are many hidden costs involved. 

Can call centers help other departments?

Contact centers can offer different types of departments with valuable insight, and also support. Information collected about each department can be used to innovate, resolve problems and open up competitive advantages for the company as a whole. 

Some examples of benefits that might be seen are:

• An early warning system for potential problems, and can identify and address them
• Providing customer feedback on products or services
• Easily capturing competitive trends

These benefits can be applied to Legal, IT, Research and Development, Manufacturing and Operations, HR and Training, Financial, and even Sales and Marketing. 

How do I choose the right Call Center Provider?

Ok, so maybe you’ve already decided that outsourcing is right for you and your company. With so many call center outsourcing companies out there, how do you know which one to choose from? Here are 6 things that are recommended to consider when searching for a call center provider.

• SERVICES: Look for companies that provide a wide range of services
• TECHNOLOGY / REPORTING: Make sure that the provider is up-to-date on all technology and understand what kind of reporting they offer.
• DISASTER RECOVERY / OUTAGES: How do they handle outages or major disasters? Do they even have a plan in place?
• STAFF: Since this company will be acting as an ambassador for your company, you want to look for happy and well-trained staff.
• COST: It is recommended that you look for call centers that have flexible pricing models, so you can choose what model works best for your company.
• AVAILABILITY: When you do you need the call center services, and when are they available to take your calls? You need a call center that will match up to your needs.
• FLEXIBILITY: Work to find a call center that allows for growth and can handle fluctuating call volumes.