Working with inbound call center services in the call center industry for over 25 years I get a lot of questions. One of the most common I am asked is, “Aren’t all call center’s the same, I mean a call center is a call center, right?”. Well, there is a straightforward answer to that question…. No, call centers are different, specifically those that provide inbound call center services.
The use of call center services supports businesses of all sizes and industries. Call center services are often used when organizations need additional bandwidth to support their internal teams. This can be due to the expansion of new product lines, acquisitions of other company’s or support for other segments of business within the same organization. There are several additional ways that call center services are also used. Continue reading →
A successful relationship with your call center partner is essential for the growth and health of your business. The way you regard your partner is critical to the outcome and overall success of your project, either short or long term. It’s best to think of them as an extension of your inhouse team(s) as opposed to a standalone entity or even worse “just another vendor”. I use the word ‘partner’ deliberately as I believe it’s critical in any call center and client relationship. Continue reading →
Telemarketing companies come in many shapes and sizes. I have written many times about how a call center is like a person, and each one has their own strengths and weaknesses. Evaluating those strengths and matching them with a client or program that needs those strengths is a crucial first step in having a successful inbound, outbound or omni-channel call center program.
But where does actual size fit into this equation? Is a bigger telemarketing company always better? Surely a call center with 500 seats is better than one with 75, right? The answer isn’t so black and white and in many circumstances that might not be the case. Below are the top factors to consider when evaluating if a telemarketing company is the right size for your client or program. Continue reading →
Your boss has asked you to find a third party call center for your inbound customer service or sales calls. You don’t know the first thing about what to look for, but it can’t be that hard, right? Here are a few things to consider and look for.
First, here’s a little bit of background: my area of expertise and focus is in inbound calls, including inbound sales and customer service. I believe that the front line team that speaks with your prospects and customers can make or break your business. While customers don’t see their face, they are the face of your business when the customer is calling in. Continue reading →