Outsourcing call centers are excellent methods of
generating sales and help current customers with
technical support and customer support issues for
several small, medium and large businesses.
Some larger companies have the time, resources and
money to put in place their own call centers but most
smaller and medium-sized businesses opt for a
streamline approach to call centers and choose to
outsource the needs of their call centers.
Helpful Tips on Outsourcing Call Centers
First off, if you are searching on ways to outsource a
call center, the business have to first decide on what
they are trying to achieve in the course of action.
Most businesses are looking for low cost methods to
either sell goods or provide support for customers.
The reason why most businesses choose to outsource
call centers is generally due to the low cost.
On the business side, outsourcing call centers takes
careful decision making and analysis, as well as
discussion and result on the outsourcing side.
For example, even before a business makes a decision
to deal with a call center with an outsourcing firm,
it must first see its business needs and comprehend
how the new service will either generate sales or
enhance customer satisfaction, thus developing
customer retention and limiting customer churn.
In case the business realizes what kinds of services
it requires, the business normally bids from call
center outsource services. The bidding process removes
several of the contractors that cannot meet the
qualifications, labor and technological requirements
of the business.
Once a call center is contracted for services with a
business, a deeper consultation takes place wherein
the business and the outsource work together in order
to create a solution that can either generate sales
for services or products or provide customers with
support for technical or billing products.
There are several call center outsourcing companies
available and as a business seeking solutions, it is
your job to contract with one of them and choose the
one that can deliver results you desire.
Since each outsource call center company offer a
different product, the best option is to analyze the
specific needs and perform plenty of researches to
locate a match with a company that can fulfill the
How to Reduce Turnovers and Retain Manpower
A turnover or churn normally reflects the percentage
of customer service representatives that leave a call
center in a specified period. This is the most common
problem of call centers.
Additionally, this factor plays a role in reducing the
quality, increasing recruitment and training costs,
and reducing the marketability of a call center
In order to reduce turnovers, appropriate planning and
tracking and figuring out the main cause of the event
is necessary. You can start by hiring the right
people. This can be done by developing a profile of
the team members that have been with the company for
some time and are happy and productive. Always look
for characteristics that can match that profile
whenever assessing new applicants.
Improving the line managers is also a good help. Train
line managers on how to supervise his or her team
members for attaining superior productivity. Teach
them that they can manage without being controlling or
critical. Honing their soft skills, monitoring
performance and rewarding them for enhanced
productivity can usually diminish high turnover rates.
We at Virtual Outsourcing Solutions are located in Costa
Rica. You can hire and train work at home contractors through
us, or, if you have the need to hire a larger workforce in
a central location, we can consult with you to help you locate
a call center here that will fit your needs.
By consulting with us, you will not be talking to a call center
sales represetative trying to sell you on their call center,
but will be cotracting with a disinterested third party who
knows the local market, and can give you the pros and cons
of working with the various call centers here.
So, whether you are planning to hire just one work at home
contractor, or need to hire several dozen in a more traditional
environment, we are here to help you find the right fit for