Tag Archives: call center

Overflow Call Centers — worth the wait?

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There are many overflow call centers out there. The problem is that not all of them have the skills as the primary call center. In fact, some of them don’t have any skills at all other than to babysit clients as they wait. What good is it to transfer your clients to the Philippines just to have them wait? You might as well have an online system to help answer their questions and make payments.

One idea that is popular these days is to have automated systems, but to have a rep guide people in navigating and using the online system. It is sort of cyber-babysitting if you like. Some reps are in a hurry and take you to the first page of the system and then say, “Gotta go.” But, for people who are not familiar with your system, walking people through from beginning to end is helpful. That way, the next time they need help, they will be confident about using your online system as it would be a habit they feel comfortable with.

But, what about training overflow call centers to do basic Q&A. You could create a database of common questions and answers for them. If that is too hard, just stick to the most common twelve as that will get a huge chunk of your customers taken care of without having to be transfered. It doesn’t seem like rocket science to have your overflow people do payments as that doesn’t take hardly any skill at all. You just need to be able to repeat names and numbers as well as expiration dates.

A little training wouldn’t kill you but would make your customer’s lives much nicer. So, make your overflow call center a little more skillful. Instead of building a better mousetrap, build a better cybersitter.

Here are some nasty things call center agents do

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I am reading how one very mean call center agent handles his problems. Some agents are tired of dealing with rude clients. But, it seems to be a common theme that police officers, administrators and call center agents have unkind ways of dealing with people they are sick of.

1. If a customer is rude, the agent would soften his voice. The more rude the customer became, the softer the agent’s voice would become.

2. If the customer demands rush service, put them at the back of the line.

3. If they are complaining angrily about verification steps, he adds a few extra steps.

4. Regardless of how many times they have called in, he starts at the beginning of the troubleshooting process — is your computer turned on? Is the electricity working in your building? etc.

5. If the customer is screaming, that is an opportunity to unplug the connection and blame it on internet faliure — ooops!

6. A few good open ended technical questions will make an angry customer realize what an idiot they are without you having to tell them.

7. When they interrupt me, I stop speaking until they are forced to ask if I am still there.

As an admin person myself, I am tired of rude clients over the phone. I have several ways of penalizing bad customers on one of my directories. I keep track of their poor communication skills or anger in a database. I keep track of who asks me to repeat regularly, who cannot answer a question without telling me far too much inconsequential information, who argues, who doesn’t know what they are talking about and who gives roundabout vague answers. I also keep track of who refuses to talk to me and who refuses to answer simple questions.

We all have our ways of getting back at bad customers. But, as customer service people, we are in business to help customers and not help ourselves. So, try to be nice to people even if they aren’t willing to be nice to you.

Call Center Directory

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What is the best call center directory and what makes it the best one?
The best call center directory will by default have the best call centers in the world at your finger tips. The tricky part is that call centers overseas tend to change their numbers regularly, go in and out of business, and also sometimes operate out of their bedroom. If you run a directory, the secret is to keep everyone’s information straight and also to add more companies to your list every week to compensate for the companies that dropped off.

123outsource.net’s call center directory has been around for years and gets about 30,000 visitors per day looking for call centers in the Philippines, India, Central America, and other countries as well. We have inbound call centers, outbound call centers, technical support call centers, international call centers, as well as those specializing in appointment setting, order taking, chat support, email support, and more.

At 123outsource.net, we organize search results based on the quality of the companies. We rank companies on how they interact on the phone, how well they answer emails (and how promptly) as well as looking at their click average. We throw these three considerations into an every changing algorithm and then decide placement levels based on the results!

123outsource.net has over 100 call centers and 800 of the best outsourcing companies in the world listed and all at your fingertips. Use our directory whenever you need great outsourcing companies!

What is your favorite or least favorite BPO or Call Center?

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We’d like to get feedback on who your favorite companies in the BPO and Call Center industry are. We’d also like to know who you don’t like and why. Have you had a bad experience with a particular company, or several companies? You can respond to this blog entry and tell us which company was bad, what happened, and what you decided to do about it.

We’re interested in knowing how particular companies perform in real life.

Are they helpful by phone?
Do they give good answer by email?
Do they give reasonable quotes for projects?
Do they get work done on time?
Are you happy with their staff & management?

Let us know how you feel.

Thanks!

How do I find a call center?

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Are you looking for a call center to help you with appointment setting, collections, sales, technical support, chat support, or customer service? 123outsource.net has a wide selection of call centers that is well organized and always growing. New agencies are always joining our list of call centers, so you can always find call centers within seconds.

On 123outsource.net you can find inbound call centers, and you can find outbound call centers. You can find international call centers, as well as domestic. You can find call centers in any part of the world such as The Philippines, India, Costa Rica, Jamaica, USA, Canada, Romania, Bulgaria, Ukraine, and other places as well.

So, if you need help to find call centers, with a list that is updated regularly, you are in the right place! We hope you enjoy and benefit from our list of call centers on 123outsource.net.

5 popular call center benchmarks

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f you want to hire a call center, give them a quiz over the phone and see how well they know their benchmarks or benchmarks of quality standards. If they say, “huh?” maybe you have found the wrong call center.

Service Level
How many percentage of calls were answered within a particular time frame? If 80% of calls were answered within 20 seconds, that is very impressive. But, how many can achieve that?

Average Speed to Answer
Many of your callers might be on hold for a while in a queue. How long does it take for your average call to get answered?

Abandonment Rate
How many of your calls hang up before an agent answers?

Call Duration
How long was the call. If your agents talk too long with your clients, you might be popular, but won’t be able to handle many calls in a day.

First Call Resolution
If an agent can handle 90% of calls and resolve them singlehandedly , that is fantastic. Other agents need to transfer calls and get others involved. The value of a call center agent lies in their ability to resolve issues.

Quality
I’m not sure if this is on the list. But, there are certain factors in the call center business that cannot be measure with stats. If someone has a pleasant voice, comes to work regularly, doesn’t quit after severa months, and is nice to the clients, that is actually more important than any of the more statistical metrics associated with the call center industry!

BPO & Call Center categories doing well on 123outsource

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123outsource has been online for about eight years now. We slowly added to the site and slowly refined it. We are continuing to do quality control by removing defunct listings and interacting with all companies listed to feel them out to see who sounds better. We will additionally be interviewing the workers at some of the call centers and hiring a few on test projects to see how cooperative and good they are.

The BPO and Call Center pages on 123outsource.net are doing much better than the other categories and also receive more attention from those who spend advertising money with us. As a result, we have increased our budget for what we pay on Google Adwords to attract more visits from the United States in those respective categories.

As time goes on we will continue to gain sophistication in our methods for refining our search results and increase our advertising budget so we can dominate search for call centers throughout the world. Wish us luck and feel free to advertise on 123outsource.net!

Outsourcing

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DEFINITION OF OUTSOURCING
Outsourcing is a business practice where a particular company will hire someone who does not work for their company such as another company or a freelancer to do particular tasks for them. Typically, tasks outsourced will be highly repetitive or specialized tasks such as calling long lists of names with a particular call script, accounting, programming, data entry, technical support, payment processing, or some other specialized task.

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REASONS FOR OUTSOURCING
The reason companies outsource work to other companies are multi-fold. One reason could be to:

Save Time — so that employees and management can focus more on the core competencies of the company such as selling widgets while outsourcing bookeeping and reminder calls to companies who specialize in those particular tasks. Another reason could be:

Cost Cutting — Many outsource companies are located in India, The Philippines, or Eastern Europe where labor costs are lower than the United States, hence, creating an opportunity to capitalize on less expensive labor.

Skill Optimization — is yet another reason to outsource work as outsourced companies specialize in particular tasks such as blog set up, eCommerce site creation or XML conversion while your company specializes in widgets.

Eliminating Uneven Schedules — if you have a job to be done that will take only 10-15 hours a week on some weeks and more or less hours on other weeks, hiring a full-time or even part-time employee is a commitment that you will have trouble keeping. If that employee quits in the middle of a project, you’ll have another problem. It might be easier to outsource the project to a company who specializes in that task and has dozens of people who know exactly how to do it rather than hire your own staff.

Reducing Hiring — hiring and firing is expensive and is an art form that you might not have time to master. If you have a particular job that people are always quitting every two months, it might be easier to have the job outsourced to Manila where they have full-time HR managers to handle the hiring and firing for you! That way you can focus on widgets instead of dealing with people who quit on a whim leaving you high and dry. The outsourced company you hire will have plenty of backups all in the same specialty when the employee assigned to you quits.

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TYPES OF OUTSOURCING ARRANGEMENTS

Freelancers — Some companies hire freelancers which is a type of outsourcing.

Fixed Schedule — Others hire another company for a particular schedule with a contract which extends for a particular number of months or years such as 40 hours a week for two years.

Employee Leasing — Some companies hire a team of workers from an agency which is sometimes called “employee leasing.” Other companies pay for results in specialties like lead generation rather than paying for particular hours of work.

Assignment Based — Programming or software development outsourcing often has a company pay for a completed product or for a particular number of hours to do a particular job although there is very rarely a deadline.

On Call — Some outsourcing is on an on call basis. Programmers might be hire to fix code only when it breaks or to do programming work as needed. Call centers might have a small assignment from time to time only when needed.

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CATEGORIZATIONS OF OUTSOURCING JOBS
Outsourcing jobs are sometimes categorized using particular terms such as:

ITES — Information Technology Enabled Services which could include data entry using computers, web design, technical support, or other tasks which involve technology to facilitate the task in some type of a way.

KPO — Knowledge Process Outsourcing is also a bype of Business Process Outsourcing that includes tasks that require a higher level of education, knowledge or skills such as Accounting, Software Development, Research, etc.

LPO — Legal Process Outsourcing focuses primarily on legal research, patent research, contract drafting and legal support services, but rarely involves actually going to court.

RPO — Research Process Outsourcing or Recruitment Process Outsourcing. Research outsourcing is popular in Bangalore, India as there are many companies that offer market research, web research, and Pharmaceutical research. RPO could also be a form of human resources outsourcing where an outside company will help you find employees or leased agents. This is by far the least popular form of international outsourcing as there are few providers who offer overseas assistance with recruitment.

HRO — Human Resources Outsourcing as mentioned above is the least popular form of international outsourcing as there are very few overseas companies who offer competent service in this industry. However, there are a few companies in India and the Philippines that allow you to lease call center agents and programmers at low rates. However, the quality of such help is dubious and not guaranteed in any way by the provider company.

MBPO — Medical Business Process Outsourcing includes outsourcing of Medical Billing, coding and Medical Transcription. Quality standards and billing in these fields is a lot more uniform than in other BPO tasks as companies can charge a percentage in Medical Billing and can offer rates per number of characters or words (or lines) in Medical Transcriptions. Quality standards are also easy to measure as there are international standards for Medical Billing and Medical Transcription. You can measure errors as a percentage rate. If a company makes more than a particular fraction of a percent of errors, they generally go out of business or get fired.

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TYPES OF OUTSOURCING JOBS
Commonly outsourced jobs might include: Accounting, Bookkeeping, Call Center, Data Entry, ePublishing, Legal Research, Market Research, Medical Billing, Medical Transcriptions, Social Media, Software Development, and Web Design. However, there are many specialties in most of these types of outsourcing jobs.

Accounting Specialties — Bookkeeping, Tax Preparation, Payroll, Bank Reconcilliation

Call Center Specialties — Appointment Setting, Chat Support, Collections, Customer Help Desk, Data Verification, Email Support, Inbound Customer Care, Lead Generation, Order Taking, Outbound, Survey Taking, Technical Support, Telemarketing, Ticket Sales,

Data Entry Specialties — Data Capture, Data Cleansing, Data Conversion, Data Entry, Data Mining, Data Processing, Data Quality, Data Security, Data Transcription, eCommerce Data Entry, Forms Filling, Forms Processing, Image Processing, Product Data Entry, Scanning, etc. Data Conversion includes XML, SGML, HTML5 conversion, PDF or JPG conversion, and conversion from one language or format to another.

Social Media tasks might include article writing, proofreading, posting on Facebook, managing a Twitter account, LinkedIn, Instagram, Pinterest, or any of the other common social media platforms. Most companies specialize in several social media platforms, but cannot provide service for ones they are not familiar with or don’t have sufficient staff for.

Software Development Specialties — Blog Set up, eCommerce Set up, Software Testing, Web Design, Employee Leasing, etc.

Common software languages include: C, C#, C++, ERP, J2ME, Java, jQuery, LAMP, MySQL, .Net, OpenSource, PHP, Ruby on Rails, SAP, SQL, XML, and more.

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You might also like:

Wikepedia’s article on — outsourcing

Investopedia’s article on — outsourcing

Entrepreneur’s article on — outsourcing

See our informational page on the term — outsourced.

See 123outsource’s compilation on best articles about outsourcing.
http://bpo.123outsource.net/2016/04/02/compilation-of-best-outsourcing-articles/

What countries are best to outsource a particular task to?
http://bpo.123outsource.net/2014/04/07/which-countries-are-the-best-to-outsource-particular-tasks-to/

Six problems that only individuals working in a BPO industry would understand.
http://bpo.123outsource.net/2015/06/15/six-problems-that-only-individuals-working-in-a-bpo-industry-would-understand/

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Outsourcing Contracts: What do you need to consider when creating one.

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There are thousands of companies all around the world doing outsourcing. In India, they are a little more nitpicky about defining exact requirements to the point that you can’t have a conversation with them about anything without them asking, “So, what are the requirements?” I like to chat and feel people out before I talk about exact requirements. But, if you are in the business of drafting contracts, you need to have a very point by point system of identifying requirements.

If you are outsourcing call center services or software, it might be difficult to define quality in contractual terms. Contracts typically act on the behalf of the call centers providing the service. As a buyer, you need to have a contract that protects you too. Here are some contractual issues that I will elaborate upon below.

COMPENSATION

Payment for outsourcing services involving call centers is normally on an hourly rate with a fixed number hours per month or a fixed rate for a project. Contracts typically specify when payment is to be made and with some basic terms. However, there are some issues with these basic contracts.

Hourly Wages — Contracts with hourly wages ensure that the company will get paid. However, the buyer has no way to know if the number of hours the company claimed to have done really got done. Additionally, there is no way to know which worker completed the hours, or if the work completed was efficient or quality work. With software work, the code might be sloppy or have bugs which is another huge issue. If the buyer doesn’t make sure the contract specifies quality control in some way, shape or form, the seller is solely getting the benefit of the contract.

Fixed Rates — Fixed rate contracts are risky for both parties. If you are an outsourcing company and bug fixing is part of the contract, five months after you finish, you might still be getting requests to fix bugs. Additionally, what if your client wants add-ons to the programming. If you are the buyer, fixed rate compensation protects you from people who pad hours. However, you still do not know if a quality job will be done. As a buyer of programming services, if the programmer doesn’t deliver functional, clean code on time, you are in big trouble. Unfortunately most firms do not do good work, nor is their work on time, nor do they care even slightly. Knowing what you are paying doesn’t guarantee the work will be done on time or protect you from “spaghetti code” which is messy code.

Specifying Workers — it might be difficult to get an outsourcing house to do this, but specifying which worker will complete the job or the parts of the job at least guarantees that someone you like or know will be doing the work regardless of quality or efficiency of work.

Deadlines — If you have a clause in your contract that specifies deadlines for when parts of the project get done, you as a buyer are safer. However, if you are paying a deposit, you could still lose your deposit. I have never seen a programming company deliver on time, so your deposit money is generally money down the drain which will put you in the economic position of a hostage. Think very carefully before giving a deposit to a stranger unless they have very good reviews from reputable sources. If you divide your project into bite sized parts and pay upon completion, you will find out very quickly if the company you hired misses the first deadline — and it will be their problem.

Specifying Particular Workers — A contract could specify which employee is going to do the job. If you like Ramesh and feel he does good work, you could specify that Ramesh will complete the project singlehandedly. Ramesh would have to have an investment in the contract because in India people quit their jobs every four months on schedule usually for frivolous reasons. The boss of the outsourcing company will not be comfortable with this because he knows his turnover is unpredictable, plus other clients might need Ramesh since Ramesh is a star employee. You might have to pay extra, but it might be worth the protection. Playing musical chairs with employees is something Indians are used to, but is suicide in American business. You need someone good who won’t quit, so if you can negotiate that into the contract, you will be a lot better off as a buyer.

Emergencies — Some companies have clauses in their contracts about what happens if there is a natural disaster, war or other uncontrollable circumstance. Holding yourself not liable in such a situation is reasonable.

Penalty Contracts — If you can get the outsourcing company to agree to pay a penalty for finishing late, you have more leverage to get them to finish your project on time which in outsourcing is almost unheard of at least for the smaller players. No outsourcing company will agree to such a term without being paid a lot more. But, it might be worth it to you otherwise you will get hung up to dry for sure.

Quality of Code Contracts — If you are the buyer of programming services, you need to be very sensitive to the quality of code, especially if you are dealing with Indian companies. You need to first of all have an expert who you can hire in America to assess the cleanliness of the code. Ask your expert how you can write specifications in the contract that will protect you from the infamous spaghetti code which is a nightmare that will haunt you as long as you own the code which could be as long as a decade. If you put restrictions on the quantity of lines of code used, that might be a primitive way to safeguard yourself. Additionally, if you give a test project to see how efficiently they write code, that will give you an indication how good the individual is who did the test project who might not be the same guy who does the real project. Tricky— hmmm.

Another way to ensure concise code is to stipulate that if your expert can write any part of the code in 25% or less lines and make it work correctly, that the vendor is penalized. This is easy to enforce if you can get your expert off his rear end to actually do the work at $150 per hour instead of the $18 per hour you’re paying for an average guy in India.

CALL CENTER CONTRACTS

Call Center Result Oriented Contracts — Most call centers do not want results based contracts otherwise their income very unreliable. It makes more sense to pay a base rate and then extra if sales quotas are met. It also makes sense to quickly fire a company who doesn’t get you enough sales. I recommend comparing about twenty companies and see which one gets you more sales in the long run. Keep in mind that if Company #1 has Filipe you might get good results until Filipe quits and Scott takes over. So, make sure each company puts at least three employees on your job so you can get a sense of the average output that the company gives rather than how things are when you get their star employee.

Call Center Monthly Contracts — It is risky for a new client to just trust your company with a one year contract, especially if they have never visited your office. If the client is in Manchester, NH and you are in Manila, Philippines, it might be hard for them to come and visit although I recommend that they do. Many call centers try to get people to invest in long contracts when they are just starting out. It makes sense to give new clients the right to have smaller contracts with easy terms and not too many minimums so you can at least get them on board. Once they like your service, then you can be a little more demanding. Additionally, explain your countries employment laws, minimum wages, minimum hours per week or month so that your American client doesn’t act surprised when he/she finds out at the last minute.

IF YOU ARE THE VENDOR

If you are an outsourcing company, it makes sense to have contracts that get you paid by the hour. That way you are not reliable for quality, timeliness or anything else. You might get fired, but you will still get paid if the quality of your work is horrible. Make sure you get paid a lot more if the client has unique specifications. However, I would not necessarily say no to unusual requests. The reason is that other companies will say no, so this is an easy way to get a client who will be loyal to you assuming you don’t screw up too badly. In general, to attract new clients, I would be flexible in your contracts so you can attract a higher percentage of your leads to try you out.

IF YOU ARE THE BUYER

As a buyer, you need a contract that protects you from:

(a) Poor Workmanship (sloppy coding, bugs, or general bad service)
(b) Goal Achievement — in the call center work this means retaining clients & making sales.
(c) Missed Deadlines
(d) Disappearing Staff Members
(e) Inefficient Hourly Based Work (or hour padding which amounts ot the same problem)

A contract that doesn’t incorporate quality standards is a contract that makes sure you pay without guaranteeing value. If you can get to know the company and work with them for a few months before signing a bigger contract, that would make your situation somewhat safer. No contract will protect you 100% and few vendors will sign a contract that protects anyone except themselves. So, at least try to have contractual control over being able to choose your workforce, have control over deadlines, have an incentive plan which motivates the vendor, and have some stipulations for quality. If you are signing a big contract, you should consult an Attorney and really think deeply about what the issues are. If you are not experienced, you will overlook some very serious issues — so be careful.

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Filipino Call Centers

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Find Filipino Call Centers on 123outsource.net. We keep our search results filtered regularly to list only the best of Call Centers at the top of our list. We also have many call center specialties such as Appointment Setting, Chat Support, Email Support, Technical Support, Lead Generation, and more.

Most of the call centers listed with us are in Manila, Makati City, Cebu, or in various parts of India. So, if you are looking for a Manila Call Center, Makati City Call Center, Cebu Call Center or India Call Center, you have come to a place with a lot of hiqh quality and up to date selection.

Call center contracts can really vary from company to company. Some will allow you a one or two month contract while others demand a year. There are a few that will allow you to book services one day at a time as well if you prepay them. We recommend interviewing the actual call center agent before hiring any of the call centers you might find. If possible, try them out on a small call center project before committing to a long term call center contract.

Skills you need to have to open a Call Center

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Please also see:
How to get more clients for your call center (compilation)
http://bpo.123outsource.net/2015/08/20/how-to-get-more-clients-for-your-bpo-or-call-center-compilation/

Everyone in India these days dreams of opening call centers. Yet, the call center industry has almost completely left India except for technical support, aggressive marketing and a few smaller companies that don’t amount to much. Companies have gone to the Philippines where people there are more gentle, understanding, caring, sympathetic — which are traits that people in America want from a call center that less than 1% of Indians have! On the other hand, Filipinos lack aggression and are not as strong on technical skills which is where India has a huge edge (a sharp edge by the way.) So, India can still compete, at least in some ways. But, the Indians who want to open call centers don’t understand the skill sets involved, and they can only succeed if they have these skills.

(1.) Be the Best Agent Yourself
If you were never a call center agent, or weren’t very good, you won’t understand what is involved in being a great call center agent. If you run a new call center, that means you’ll have to hire people by the dozen to help you out. If you are the best call center agent yourself, you’ll know what to look for in applicants, and you’ll know how to pick the best ones and train them the best way possible so they can become just like you! Even if you didn’t have the softer qualities that the girls have, if you were good by guy standards, you might be able to hire and train others.

(2.) Spot Talent
If you hire call center agents, you will notice that most of the people applying for outsourcing jobs talk to quietly, too loudly, are too aggressive, too passive, too dumb, too unhelpful, or to folksy which means they’ll talk all day to the clients and not get work done. You need to know right away who the best people to hire are. Sometimes that is hard because in your stack of applicants there are no best people. So, you need to have a way to rank your applicants so you can hire the best dozen if you need to hire a dozen. And if people are not perfect, you need to be able to spot the ones you can train to be perfect which leads me to my next point.

(3.) Train Talent
After you have figured out who to hire, and have a long list of backups (because people quit and get fired on a whim in this business,) you need to train people. Training, monitoring, and evaluation never ends in a good call center. But, the newer hires will need more of your attention. You need to make sure you have time in your schedule to do all the hiring, firing, training, and monitoring.

(4.) Hire Monitors
You can’t do everything yourself, so you need top notch people with a lot of experience in the industry who can monitor, train and to management tasks for you. If you find someone who is second rate, your call center won’t do well. If you find someone great who quits, that is also not good. You might consider having a profit sharing program so this person is more of a partner than a wage earner — that way they will invest more in their work.

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You might also like:
Marketing your BPO outsourcing firm from A to Z
http://bpo.123outsource.net/2016/05/22/marketing-your-bpo-outsourcing-firm-from-a-to-z/

BPO projects, how to get them and what they entail
http://bpo.123outsource.net/2011/10/20/bpo-projects-how-to-get-them-and-what-they-entail/

How to start an outsourcing company
http://bpo.123outsource.net/2015/12/29/how-to-start-an-outsourcing-company-2016/

Should you work for a startup to learn how they operate?
http://bpo.123outsource.net/2015/09/05/should-you-work-for-a-startup-to-learn-how-they-operate/

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(5.) Be Ready
Most Indians jump to step five before they have even been a rep or manager themselves. You need at least five years experience as a rep before becoming a manager, and you need five years experience as a manager before you should consider starting your own gig. Otherwise, you will for sure go out of business! I you don’t have the patience to be in this industry for ten combined years, then you do not have the patience to run your own call center which I assure you is a lot more involving than working at one. Most workers burn out after a few months, quit jobs, go to another call center or call centers, repeat the process for about two years and then leave the call center BPO industry. The fact that you endured ten years puts you in a very special category.

(6.) Find Clients
As a call center CEO, you need to be a master of the art of finding clients. If you did it for another outfit for years before starting your own, that is a good background. A call center cannot survive without clients. On the other hand, your clients won’t stay for long if you have lousy callers or managers. You should be an expert at all of the marketing channels associated with accumulating clients from email, cold calling, networking, websites, and even freelancing. If you start your business marketing yourself as a freelancer, you can accumulate your clients one by one which is a lot easier than trying to fill twenty seats, and then getting fired after two months which is more like a roller coaster than a BPO.

(7.) Manage Growth
Many of the most famous call centers have had huge problems managing growth. Because in real life, your call center demand may go from 100 seats down to 30 seats and then up to 200 seats. Call center business is a roller coaster, and you have to be a master of adapting to fluctuations in demand. My suggestion is to try to develop a clientele of very steady clients over time. If you have empty seats, charge a low fee for a three month contract for a new client. If you temporarily do not have enough free seats charge more for new clients. If you are consistently booked, it is time for a satellite office, or to move to a bigger office. Most call centers do not gracefully handle fluctuations in the market and get blown around in the wind of unsteady clients. They try to compensate by having one year contracts with complete strangers who have no reason to trust them. The result is lost prospects. There are other ways to balance growth where you do not alienate the client.

(8.) Save Money
If your business is doing well, you should save your money so you can invest in buying an office. Many in the call center business do a lot of drinking or partying. The stress of call center work makes people want to drink. You need to have a healthy liver and clear head to survive in this business. Also, if you party your profits away, you can’t grow. Buying your own office is a great investment and here’s why. Most people buy real estate and rent to irresponsible people who don’t pay rent on time or destroy the place. The investment is filled with risks. If you are the occupant of your investment, you’ve eliminated 75% of the risk right there. Even if you go out of business, you can still rent the building out to others and have passive income. So, buying an office is the best investment you could make — and it’s a sign of stability, prosperity, and respectability!

(9.) Do Good Deeds
If you are in the call center business, after you die you will go to a special heaven designed especially for you. It is referred to as call center heaven. But, you can only gain admittance if you do good deeds. So, be a good person and don’t do anything you shouldn’t!

(10.) There is no ten
Shouldn’t this entry have an even number of points? No! There is no ten. Why not, ten is a good round number? There just isn’t. You have learned enough now. So, go out into the real world and make your mark, grasshopper!

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Reaching the break-even point with new BPO customers is possible if you personalize

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Getting new clients is hard and costly. Losing clients is easy. Most BPO companies I deal with specialize in losing clients (and getting threatened with lawsuits) just as quickly as you gain a new one. You cannot build your business if you lose clients quickly, nor can you turn a profit. Research from established call centers show that the break even point with a customer is after they have been with you for 12-18 months. This point depends heavily on what you charge them, etc., can can vary from company to company and customer to customer. But, 12-18 months was a standard for one company.

The point to remember is that customers who have a good experience stick around while others do not. One way to make sure clients stay is to customize your offerings to their personal needs. If you cater to every whim and desire you will not only keep most of your clients, but get referrals too.

What are some ways you can cater to client needs? If you give your agents more training, and train them more how to deal with the needs of that client, you’re on the right track. If you let the client pick their own agents from a pool of applicants and fire people they don’t like, that is good too. If you have monthly meetings to discuss the performance of each rep on that company’s account, that is also something most call centers just wouldn’t even think of doing as that is call center business and none of the client’s business — or is it? After all, the client is paying for this and is the entity who will lose if there is bad service.