Of course it is a great idea to outsource your call center service! Before we go to the reasons why some people think that outsourced call centers are a bad idea, let’s first take a look at the benefits of outsourcing your call center service:

·You do not have to shell out money every couple of months in order to invest in the latest telecommunication systems. In case you do not know this, these equipments do not come cheap and I am sure you have other plans that need financing. The outsourced call center service worries about getting state of the art facilities and providing top quality service – your job is to expect results.

·Worrying about employees shirking their responsibilities will be history and you will also not worry about firing an employee for incompetence yourself (most business owners absolutely HATE doing this). Outsourcing companies only hire people who are ready and willing to work and if they have to fire an employee, you will not be the one to give him or her the axe (Yay!)

·Why should you pay for an extra office space for your call center services when you do not have to worry about this and still get top quality service?

·Do you honestly want worry about paying someone who has the habit of calling in sick just because he/she felt like sleeping in after having one too many drinks?! With outsourcing call center services, you will never have to worry about paying employment insurance, staff compensation, and retirement benefits. Outsourced cal center employees are generally dedicated to doing their jobs.

Some people think that outsourcing call center service is a bad idea because:

Accents! Accents!! Did I mention Accents?!

Oh please! Many of us have had the experience of speaking to a person over the phone in a call center in the Philippines or India and most times, we are not able to tell the difference! I’m sure you must have viewed the trailer of the upcoming NBC TV show “Outsourced” where one of the employees at a top Indian based call center service mimicked an American accent PERFECTLY! He even said the word “corndog” the way an American would say it.

Geez, there are so many talented outsourced call center employees that will do a great job answering question from customers, taking orders and so on.So stop hating!Wake up and smell outsourced call center services.

Daven Michaels

Choosing an Outsourcing Firm

There are a number of factors that will need to be considered before you make up your mind to finally choose an outsourcing company. The following are the necessary tips that you will need in order to successfully choose a call center outsourcing firm:

• You can start by opening a bidding process and also accept as much bids as you possibly can so as to be able to choose the best company from the really good ones.
• Make sure that you carry out some research in order to know the backgrounds of the bidding agents or companies you are thinking of hiring.
• You will of course need to place premium on the firms that have the necessary credibility, experience and good track record.
• Make sure that you search for a firm with the necessary technological facilities such as having the most relevant and modern call center equipment and software.
• Make sure that you select a company with top quality operators.
• Yes, a reputable company may actually charge more but are far better than a firm that charges a minimal rate but have a “reputation” for offering very poor services.
• The contract should of course be satisfactory to both parties and you should both agree on performance conditions.

Offering customer service is an incredible helpful way of making sure that your business grows. But when an organization makes the decision of outsourcing telephony customer services, it is extremely important that they take the necessary steps in order to get the right firm to provide this service. When you are outsourcing your company’s call center services, it really makes sense to first settle on the key reason for wanting to provide this service. A clear goal for the provision of a specific customer service will serve as a guide for hiring the right outsourcing company that will deliver pure quality service.

Important Tip

It is important to understand that there are a lot of call center outsourcing firms out there, and a lot of them will offer to handle your call center needs at a minimal cost. The mistake that a lot of companies make is that they think that the more affordable an outsourcing firm is, the poorer their services – wrong! There are a lot of call center outsourcing firms that charge very little and deliver nothing but top quality services.

Daven Michaels

In spite of the acknowledged usefulness of call centers, not every company, organization or agency can afford to have an in-house customer call center. The reason for this may be due to the high cost of employing and training agents and operators or the lack of necessary space for all the pertinent technology based marketing tools.

For a lot of businesses that cannot have their very own technology driven customer service division, outsourcing their call center services will of course be a superb way to generate sales, thanks to the provision of the necessary customer support service.

Are you making the decision to outsource your call center services? Well, if you have made up your mind to outsource a call center service, the decision of choosing a firm should be influenced by a variety of very important factors. The reason for this is that once an outsourcing company is hired or engaged, its activities will of course go a pretty long way to influence the success or failure of the hiring organization. You need to understand that poor call center service by an outsourcing company can really ruin all the benefits of any top marketing strategy.

What should I consider before outsourcing my call center needs? Before you choose a telephony service provider, as a business manager you must first and foremost decide what you want to benefit from employing the services of a telephony service. The basis for doing this may be to attract all the benefits of outbound and inbound calls or for simply gathering reliable data on client or customer needs and perceptions. Making a decision on the real object for needing to provide a technology based customer service will help you decide on the type of firm that has to be selected.

Different Types of Call Centers

Blended Call Centers – these are call centers that merge automatic call distribution for both outbound and inbound calls.

Contact Call Centers – these are call centers that easily assist the interaction with clients or customers through an array of media, including but certainly not limited to electronic mails (e-mails) and telephony.

Outbound Call Centers – these call centers that are basically used for reaching and calling out to potential clients and customers. It is a type of telemarketing.

Inbound Call Centers – These are call centers that are mainly or completely for responding to calls from clients or customers and providing the pertinent information to customers.

Daven Michaels is an award-winning outsourcer and author of the book, ‘Outsource This!’ Daven has been honored more than any other individual or outsourcing organization. You can get more information on outsourcing by visiting www.123Employee.com

To be continued