In the world of inbound call center outsourcing, many things are going to factor heavily in deciding which call center to use for inbound call handling. Those factors are going to include things like location, agent quality, experience, facilities, reporting capabilities, the likability of management staff, certification requirements such as HIPAA, PCI Level 1, as well as several other factors. Indeed, one of those things is going to be price.
Now, as it pertains to price and before diving into models and numbers, it’s important to note a couple of things. First, these models and prices discussed in this article are for domestic inbound programs placed in U.S. call centers. You can utilize offshoring for call center outsourcing if you are looking for the best prices. Still, there are several reasons why telemarketing services are best in the U.S. Second; it’s important to note that not every inbound program is created equal. The level of complexity, amount of training, and overall talent of agents required for a particular campaign can affect pricing.
When Companies are Looking for Call Center Options: QCS Wins with Team Members Like A.J. Windle
The first time that I met A.J. (about 15 years ago) I was a part of a team that was hosting a site visit for a prospective client that was evaluating their call center options. I ran the call center for our corporate location, but this site visit was being held at one of our other sites where A.J. was a trainer as that was where we were proposing to put the work.
We carved out a small section of time for A.J. to come in and present to the prospective client about our approach to training. I am pretty positive that this was his first time presenting to a prospective client in this type of site visit where call center options were being evaluated. To boot, it was his first-time meeting members of management from the corporate office. The moment was not without stress, I would imagine. Continue reading →
One of the best tools an outsource telemarketing or contact center manager has is the blended seat. A blended seat is a call center workstation that allows the call center agent to handle inbound calls, outbound calls, email, chats and text messages. Most call center management pros are adept at carefully constructing a plan where different call center agents are “skilled” for different types of contacts and by using skills and skills-based routing, the call center agents are kept busy with the contact types that they are most skilled at; however they are also available to handle non-primary contact types as needed to achieve the service level and customer satisfaction goals within the call center. Continue reading →
It’s hard to believe that in a world with ever expanding technology that there are still many organizations that conduct both inbound and outbound telemarketing services but keep inbound and outbound calls segregated. Now, this can be for several reasons. Perhaps the agent pools require drastically different levels of skill. It could be technology limitations.
However, many times there is just a feeling within leadership that inbound and outbound calls should be segregated. Each circumstance is going to dictate what is best for each given situation. There are many advantages to blending your inbound and outbound calls, and here are the Top Five. Continue reading →