How to acquire call center clients — looking like a big company

Getting respect
Many small companies feel that they can’t get any respect unless people think they are a big company. If you live in a 3rd world country, it is hard to get past these narrow-minded opinions. 3rd worlders have nonsensical and narrow-minded opinions about almost everything. In America, we don’t think that bigger is better. The coolest companies in America are small companies. Small companies often don’t want to become bigger companies.

Keeping your roots
Some larger American companies still maintain a lot of the charm that they had when they were smaller companies. Some people think that you can’t get ahead without the big company image, but charm sells — and don’t you forget that!

Small time call centers
Many small time call centers feel that they can not get clients unless they look like a big company. Nothing could be further from the truth. Often, the reps at these companies will be very impersonal and distant to maintain their big company image. However, when you ask them anything about their company and workers — they can not produce any content — it is always private. The bigger question is, how can you acquire call center clients if you don’t answer any of their questions? People don’t want big companies, they want answers! So, start giving them.

Being helpful — not being big
Indian call centers are famous for having people with typical thick Indian accents pretending to be in America, and having a fake American name. They think that the only way to be liked is to be American. This is not true. The way to be liked is not to be American, and is also NOT to be a big company. Being HELPFUL is the way to be liked. At my company, clients don’t like it when we are NICE to them. They don’t want NICE, they want HELP. This is why I succeed in my business — I am not nice — But, I am helpful.

Skills — not size
When I interview call centers, I don’t care if they are big or small. I want to know if they have employees who can do my work the way I want it done. If they have 100 workers of various skill levels, but refuse to give me one who has the skill set that I want, I will not be happy. I would be better off with a call center with 1 seat, that has the worker that I want. It is about skills — not size.

The moral of the story
What you should learn from this blog entry is: Don’t pretend to be a glamorous large company (unless you are). Rather, pretend to be a small, helpful, and skillful company that answers all of the client’s questions. Then, you will impress people. You should be flexible and nice too if you want to attract call center clients!

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2 Responses to How to acquire call center clients — looking like a big company

  1. Gary Wyatt says:

    Great comments. You are right. It doesn’t matter where in the world you are – all that matters is whether you are best placed to respond the customer query.

    • Geli Villaluz says:

      Hi Mr. Wyatt

      My name is Geli Villaluz, from the Philippines and I am really curious as to how small call center companies can compete with big ones. I must admit that I really like the topic, it gave me a new insight of what clients are looking for. I know someone who owns a small call center in Ortigas, Pasig City Philippines. They are looking for new clients and I’m sure that this blog will help them a lot. T
      I want to help them get a client but I really don’t know where to start, if you can help me please let me know.

      Thank you

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