Call Center Outsourcing

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July 06, 2009

Making the Right Choice: Tips on Call Center Outsourcing

By Stefania Viscusi, Assignment Desk Editor


In today’s economy, where businesses must save on costs to stay ahead of the competition, outsourcing has gained tractcion as a way to lower labor costs, remove in-house technology issues and otherwise reduce overhead.
 
Outsourcing provides call centers with the ability to eliminate costs and the frustrations associated with having to manage and maintain in-house call centers, as well as reduce concerns over the rising cost of equipment and recruiting and churn rates.
 
Also, call center outsourcing helps companies focus on their core competencies, and can help boost productivity and extend service hours.

A recent VendorSeek article, “How to Choose an Overseas Telemarketing Firm Without Getting Soaked,” highlights six important tips for businesses to consider when looking to call center outsourcing.
 
VendorSeek.com offers a business-to-business matchmaking service that connects business consumers with pre-qualified vendors based upon the dynamics of the purchaser’s needs and the specific nature of the services that the seller provides.

Most importantly, the article notes, organizations must consider their goals and expectations before looking to call center outsourcing as a viable option. Next, it is recommended that the company with telemarketing centers to see what they have to offer and if it’s in line with the company’s goals. In addition this is the time to negotiate prices, take notes and compare information from various call center outsourcing providers.
 
The article also reminds companies that providers with appealing Web sites or a good marketing pitch, aren’t always the best choice. Checking on an outsourcing provider for their legitimacy and how well they will deal with customers is key. One way to uncover a quality provider is through solid references which prove the satisfaction of prior customers who have used their call center outsourcing services.
 
Checking if the telemarketing company will provide a test-dial of the campaign for 24 hours can help also companies to justly decide if the offering will bring success to the company.
 
Once a quality provider is chosen, and companies are realizing improved call center services, it is important to build on the relationship with the provider to ensure success into the future.  
 
 
For more, check out the Call Center Outsourcing channel on TMCnet.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.



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