Are you considering outsourcing your inhouse customer care? There are many key steps and factors that come into play when considering outsourcing. How do I pick the right outsource partner? What should I be looking for? How long will this take? There are so many questions that need to be answered where do I even begin? So, how do you Successfully Outsource your Inhouse Customer Care? First and foremost, you need to have a clear outline and expectations.
There are 6 key steps that you need to look at when preparing to outsource.
Meet Jeri Graesser! Jeri is a supervisor in our at-home, virtual call center. Jeri and her team are responsible for selling millions of dollars in medical billing and coding resources, including both books and software. What makes Jeri a successful contact solutions supervisor? There are three primary attributes that Jeri embodies on a daily basis.
For over 10 years I have been part of the Quality Contact Solutions team and frequently one of the longest conversations I have with people outside of our organization is how our business model works. People generally understand what contact center vendors are and what outsourced telemarketing is. If they know those things they also understand the role of brokers in the telemarketing services and call center industry work as well. It’s hard for people to understand that there is something else that isn’t necessarily in the middle of those two but does lie somewhere in between.
When utilizing outsourced call centers, there are many variables to consider when entrusting someone with your telemarketing campaign. One of those is choosing the appropriate compensation model. Below are the most common compensation models utilized by outsourced call centers.
Hourly Outsourced Call Center Compensation
Hourly pricing is the most frequently used pricing structure for the majority of outsourced call centers. The range of prices in this model, like all models, will vary depending on a number of factors. The level of call complexity, type of agent needed for success, size of the campaign, are just some of the factors that are typically considered when determining an hourly rate. Continue reading →
Business Radio Powered by the Wharton School of Business interviewed call center and telemarketing industry expert, Angela Garfinkel, for the drive-time segment on SiriusXM 111 titled, “Work of Tomorrow”
Christian Terwiesch, Professor at the Wharton School of Business at the University of Pennsylvania hosts the segment each week which looks at how new technology is causing disruptions in existing industries, changing the meaning of work along the way.
In the episode featuring Angela Garfinkel, Christian and Angela discussed how call centers are evolving and how live agents are critical to business success in 2018. The episode aired on 1/15/2018 at 5 pm ET and is being repeated throughout the week.