How to Design an Effective Call Center Business Outsourcing Plan
Outsourcing your company’s call center functions, even
if you only have a small to middle-sized business, is
still the right decision to make. Outsourcing often
helps smaller firms improve productivity and
efficiency, lower costs, and increase profits at the
same time. But achieving your outsourcing objectives
will greatly depend on how you’ve planned your
How to Design an Effective Call Center Business
Outsourcing Plan Consider the following steps when
mapping out your call center strategy.
Pros and Cons of Call Center Outsourcing How will your
company benefit from call center outsourcing? Are
there any possible disadvantages and if so, is there a
way to address them?
Does call center outsourcing make a perfect fit with
your company’s vision and mission? It’s not enough for
call center outsourcing to reduce your costs. It has
to be a decision that will help you attain your
objectives as well. Is it?
Resource Evaluation What exactly will you outsource?
If you already have the necessary technology,
facilities, and equipment to run a call center,
perhaps you only have to outsource your call center’s
labor force. But it could also be the other way
around. You have a lot of professionals in your
employment roster but you lack the requisite hardware
needs to run an effective call center.
Performance Evaluation Consider how your company is
presently faring. Take note of the overall performance
of the business and how each department of your
company is doing. Which departments will be directly
affected once you push through with your outsourcing
plans? How about the company’s overall performance?
How much do you expect your outsourcing plans to
You need to be aware of how exactly your company is
doing prior to your outsourcing plans. The knowledge
will subsequently help you determine whether your
outsourcing plans were able to achieve the desired
results or not.
Nature of Call Center Function Some companies divide
their call center functions according to department.
There may be a different call center to handle
sales-related calls while there’s another call center
tasked to handle customer and technical support. Do
you need to outsource all of them? Perhaps one of them
is your core competency and is better left in your
Also, call centers are not always human-operated.
There are also call centers that are completely
automated. Which of them does your company need best?
Consider its rate of success, how you expect your
market to receive them, and whether or not it could
negatively affect your company’s overall performance.
Automated call center operations are efficient,
objective, and verifiable but they aren’t ideal when
handling complicated and unusual cases. Human-operated
call center operations are highly flexible but they
require competent management in order to continue
providing above par performance.
Writing Your Call Center Business Outsourcing Plan Be
as specific as you can be when writing your call
center business outsourcing plan. After all, you are
staking your business’s reputation on a third party’s
ability to satisfy your market. But of course, you
should also be prepared to reasonably negotiate with
BPO vendors until you reach a mutually satisfying
Choosing Your BPO Vendor The ideal BPO vendor is one
with considerable experience and expertise in the
field you’re in. The best BPO vendor may still not be
the ideal partner if they’re best known for assisting
construction firms and you own a fashion retail
How To Design An Effective Call Center Business Outsourcing Plan News
Haaretznon-fundamentalist Muslin BrothersHaaretzBesides the planning, manufacture and marketing of the collection twice a year, there are lots of events and collaborative projects that we do with artists who work in various other fields.â€ť Changes in group composition are no rarity. In 2005, the same ...
Obama's Confused Self-Contradictory War on Terror SpeechFrontPage MagazineIn the 1990s, we lost Americans to terrorism at the World Trade Center; at our military facilities in Saudi Arabia; and at our Embassy in Kenya. These attacks ... To say a military tactic is legal, or even effective, is not to say it is wise or moral ...and more »
Big business deals with State rivalriesSydney Morning HeraldGE Capital, the finance division of US conglomerate GE, is already moving to transfer the bulk of its Australian call centre operations to India, slashing call centre staff by up to 70 per cent, including more than 140 Sydney-based jobs. The company's ...and more »
Rockwell announces results for fourth quarter fiscal 2013Canada NewsWire (press release)Rockwell announces results for fourth quarter fiscal 2013. VANCOUVER, May 23, 2013 /CNW/ - Rockwell Diamonds Inc. ("Rockwell" or the "Company") (TSX:RDI; JSE:RDI) announces results for the three months ended February 28, 2013. Currency values ...and more »
Arne Duncan Signals Worry Over Student Debt LevelsHuffington PostA small contingent of Washington lawmakers in recent years including Sens. Sherrod Brown (D-Ohio) and Jack Reed (D-R.I.) have introduced proposals designed to ease debt burdens, whether by stimulating refinancings of high-rate loans or increasing the ...
Hewlett-Packard Company (HPQ) F2Q 2013 Earnings Conference Call May 22, 2013 5:00 p.m. ET Executives Margaret C. Whitman â€“ President and Chief Executive Officer Rob Binns â€“ Vice President, Investor Relations ...
The Boeing Company (BA) Annual Investor Conference Call May 22, 2013 07:30 AM ET Executives Jim McNerney - Chairman, President and CEO Greg Smith - CFO and EVP Dennis Muilenburg - President and CEO of ...