Call center outsourcers often have to compete in order to win new business. For one such company, they were going after business from a U.S. research and data collection firm for outbound calling campaigns to the U.S. and Latin America. Without a VoIP call center in place, they lacked the competitive differentiation they needed.
One advantage for this call center outsourcer is that they already had a bi-lingual staff in place. In extending their partnership with DOW Networks to include a predictive dialer and low outbound call rates, the outsourcer would be able to implement a VoIP call center and come out the winner.
For three years, the call center had enjoyed competitive call rates with its hosted Asterisk PBX (News - Alert) service and inter-Asterisk exchange trunking provided by DOW Networks. The call center then set out to increase the number of seats-in-service to more than 200, while achieving the necessary scale to match changing business needs. DOW Networks sold the call center on the advantages of hosted PBX over premises PBX.
DOW Networks worked with the call center to analyze the prospective customer's requirements with call center management and hosted services. A trial period and demonstration was then arranged with the prospective client and DOW provided a 30-day trial of the software, customer configuration and on-site support.
With the hosted solution and the ability to run a VoIP call center, a competitive price was presented to the prospective customer, clinching the deal. To ensure success and a streamlined experience, DOW continued on-site support while the initial outbound campaigns were executed.
In the VoIP call center today, 75 agents and their supervisors in Costa Rica log on through an IAX trunk to an application hosted at DOW Networks in Atlanta. With predictive and preview dialing modes, the system places 230,000 calls per day to phone numbers in the United States, Mexico, Colombia, Venezuela and Argentina.
In turning to a VoIP call center and a hosted solution from DOW Networks, the call center was able to eliminate the significant upfront capital investment the company would have been required to pay for a premises-based call center PBX and predictive dialer. With low per-seat pricing and the ability to scale as needed, the call center is equipped to continue to benefit from its partnership with DOW Networks.
To learn more about how DOW Networks improved the outsourcer's operations, click here.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.Edited by Patrick Barnard