Tag Archives: Call Centers

If Trump taxed Filipino call centers at 35%, would quality change?

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You get what you pay for, right? Wrong!
Sometimes you pay more for a service, but get worse service. You won’t be using that service much longer, right? Service in the Philippines for call center work is not always that professional. Agents quit their jobs after a few months on a whim as a matter of practice. People do not answer emails consistently. You find broken links on websites and other aspects of unprofessional business. I had an interview with a call center and I couldn’t hear them because the phone line they were using was not clear. If you specialize in communication, why can’t I hear you properly?

Trump would love to bring jobs back to the United States. But, if an American company charges $40 per hour for call center services and you can get someone in Manila at $7 at a company or $2 if you hire them directly, why would you pay $40? Even with a 35% outsourcing tax, $7 becomes $9.45. If you charge $9.45 you need to have higher standards. And if that price went back down to $7 you might keep those standards now that you have made a habit of them.

The Filipinos need to learn that their sloppy business behavior needs to change. As long as they get endless supplies of work thrown at them, they will not learn to be better. In fact, they have too much work in the Philippines. So much work that people quit on a whim. This is a problem. They need to face a severe work shortage in the Philippines so that they take work more seriously — and Trump’s tax might do exactly that.

There are other factors that could force the Filipino outsourcing culture to change. The minute India decides to run their call centers better and treat customers with respect, the Philippines will be in huge trouble. India’s disrespect and bad manners was Manila’s blessing as Filipinos have very good manners as a culture. The Philippines sucked up almost all of India’s call center business as big companies wanted manners. But, with competition from Africa, South & Central America and Eastern Europe continue, there might be big competition for call center jobs. It is just a matter of time, but the world will go this direction.

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!

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.

When someone interviews your call center…

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Sometimes I interview call centers. Talking to the sales rep is not always enlightening. Knowing your rates does me no good unless I know what type of service I’m getting. I’d like to talk to your agents and see how they are over the phone. I’d like to give them some basic training as well.

If I make arrangements with your company to talk to your reps, would you arrange an appointment where I only met one rep? That would not be an efficient use of my time. If I didn’t like the rep, I’d have to make another appointment to meet another rep. What a headache. I think it would be easier if I could meet three or four reps during the same meeting. I would only need to talk to each one for a few minutes. Yes, you would have to yank them from whatever they were doing, but you might get hired if you made that sacrifice. If I’m the one who has to make the sacrifices of hounding you for four separate appointments, your chances of getting hired are not that great. I pay for quality and convenience, not headaches.

Are you in the business of charging people for headaches? How long do you think that business model will last?

The next hurdle at call centers is training. Do you have a manager who can train reps to do basic functions? If I am a client, it might be easier for me to train the manager and then the manager trains the reps. Call center agents seem to last only a few months and then they quit. I don’t have time to keep training one person after the next. But, training a manager once and leaving the training burden to him makes a lot of sense. He can train everyone himself each time someone quits.

List of Call Centers in India

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Are you looking for a list of call centers in India?

123outsource.net offers the most streamlined shopping experience for Indian call centers and other outsourcing operations. We cater to 28 outsourcing specialties ranging from Accounting, inbound call center, technical support, lead generation, data entry, medical transcriptions, web design, software development and more.

123outsource.net goes through all of the listings on the site regularly to remove companies whose phones have been disconnected. We also demote companies on the list who have poor communication skills or who ignore emails to save our browsers grief in the long run. At the top of the search results for call centers in India and other searches you’ll find the best companies out there.

There are many types of Indian call centers
We have companies that specialize in appointment setting, chat support, email support, inbound, order taking, collections, telemarketing, lead generation, technical support and much more. Additionally, you can also query our general worldwide call center search to find the best call centers in the world — many of which are in India, The Philippines, and Central America.

What are prices like at Indian call centers?
On our list of call centers in India, prices range from about US$4 per hour to about $12 depending on the skill level. High level technical support for sophisticated IT products might run you higher than that. But, simple repetetive call scripts for basic data verification jobs are often around $4-6 per hour. Prices in the Philippines are more from $6-10 per hour while in the Caribbean it is more around $9 to $12. Prices in Canada tend to be $30 and up per hour, so you are getting a bargain for call center work overseas.

What specialties should you look for in an India call center?
India is the place to look for lead generation and tech support. Indian call centers tend to not do as well at customer service as Indians are a bit more technical and aggressive than the Filipinos who excel at gentle and kind customer service. For Inbound consider Costa Rica or Manila, but for outbound sales think about Mumbai!

Find Call Centers in India: Search Results
http://www.123outsource.net/1call_centers_india.php

How to start a call center or BPO
http://bpo.123outsource.net/2016/05/16/how-to-start-a-call-center-or-bpo-company-advice-analyzed/

Find Indian Call Centers

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Do you need to find an inbound Indian call center or Delhi call center? Try 123outsource.net. outbound Call Centers in India specialize more in technical support, lead generation, and outbound sales while the Filipino call centers specialize more in customer care, appointment setting and inbound services.

123outsource.net has technical support call centers in India in every major metro. We have Mumbai Call Centers, Delhi Call Centers, Bangalore Call Centers, Bombay Call Centers, Noida Call Centers, and more.

Additionally, many of the companies that advertise in our inbound call center or outbound call center page also do technical support, so please feel free to browse around our various categories.

Some Indian technical support call centers specialize in particular types of software or devices such as android, iphones, etc. Others are willing to learn about your particular technical needs and will customize their service accordingly.

Top Call Centers

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Find top call centers right here on 123outsource.net. Try 123outsource.net! We have top call centers all over the world in places like India, The Philippines, South Africa, Canada, America, and other countries. We have call centers in Manila, technical support call centers in India, Software companies in India & Eastern Europe, and more. In total we have 28 specialties for different types of outsourcing services.

Additionally, we routinely filter our search results to get rid of call centers that went out of business as well as BPOs that don’t act professional. So, let 123outsource.net be a source of quality search results for your outsourcing service queries.

As far as contacting inbound top call centers goes, some have international numbers that you can call 24/7 while other BPOs can only be reached on local time in India or the Philippines.

123outsource.net — Outsourcing Directory

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123outsource.net is an outsourcing directory where you can find outsourcing companies all around the world including call centers, data entry companies, BPO, KPO, LPO, and a wide variety of software development companies with various specialties.

Our Outsourcing Directory
On our outsourcing directory, you can search from 28 categories of outsourcing professions and specialties so that you can companies specializing in what you need in seconds.

What is Special About Us?
On 123outsource.net, we are unlike the other outsourcing directories out there. There are many directories of web design companies, call centers and other outsourcing professions. Those directories do not check to see if websites are still functional or if companies are still in business. Companies, especially in Asia seem to come in and out of business in months, so you have to watch them regularly. Additionally, we check to see how professional and helpful people are on the phone, by email, and how good their click stats are. The listings near the top of the search results typically are the most professional and popular while the listings near the bottom of the list are mediocre at best — and probably soon to be removed from our directory of outsourcing companies.

Our Call Center Directory
Our list of call centers is our most popular search result, especially the inbound call centers. We have a list of call centers in India, and list of call centers in the Philippines (List of Filipino Call Centers) and more. Although, most of our call centers are in popular destinations like India and the Philippines, we have call centres in Costa Rica, Panama, Jamaica, Romania, Bulgaria, Africa, Canada and the USA as well for a well rounded search.

Our call centers have all types of specialties such as appointment setting, order taking, telemarketing, lead generation, technical support, email and chat support, help desk, data verification, customer service, and more.

Our BPO Directory
Our list of BPO companies includes a long list of BPO companies in India and other countries as well. The BPO search results typically include companies that have a wide variety of specialties that cannot be placed in one particular specialized search result such as Data Entry, Medical Billing or Blog Set Up. Some companies have more than three dozen outsourcing specialties and defy categorization.

Advertise on 123outsource.net!
If you have a BPO company, you can get free or paid advertising on 123outsource.net. Paid gets you at the top of the list which translates into a lot more inquiries from serious customers around the globe. But, if you are on a tight budget and want free advertising, try us out! Are are getting about 30,000 visits per month and the number is always growing.

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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How to start a Call Center or BPO Company – advice analyzed

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Real world commentary on starting a call center BPO business plan

How to blogs are easy to write, and popular too. But, how practical is the generic advice really? Does general advice cover “what if” scenarios? In real life, does business ever go as planned? Does your text book always, sometimes or never cover what to do in situations that really do happen? The answer is that generic advice will only give you a general framework of ideas of what to do to start out in a BPO business. The rest should ideally be covered in detailed tutorials, but rarely is. Part of the problem is that there is no market for nitpicky business advice — few want to read it unless it is juicy and drama-packed. So, here is my commentary about generic how to start a business advice.

Create a business plan
It is a well known fact that individuals who succeed are much more likely to have written plans than those who do not succeed. The fact that you wrote your plan down indicates that your though is more decisive, and also better thought out. A BPO business without a business plan is like a road trip without a map or idea of where you want to go. You need some type of plan, and the best plan incorporates all of the variations of what you might do. In real life, you have no idea of what direction your business will go if you are successful at all.

Real World Advice
The most important real world advice I can give you is to be receptive to what people want from you, and don’t be fixed on what you think you want to do. If you want to do customer support in call centers, but your clients want you to do Android technical support for 70% of their accounts, it’s time to learn Android. If you only have one request for Android, then it might not be worth pursuing. Basically, you have to be ready, willing, and responsive to shift directions when you feel it makes sense to do so. Being too rigid can kill a small call center startup.

Investors
If you wish to attract investors to your BPO startup, a professional and formal business plan will be necessary. You should have it done in conjunction with a professional who specializes in formal business plans who can guide you through the process. Those who fail to plan, plan to fail, so don’t skimp on planning. Without the head of the company having a solid background in BPO work and management, investors will not give you the time of day — nor should they. A company without a foundation will likely not get off the ground. But, there are plenty of opportunities to pay your dues at call centers in the Philippines and India and get experience.

Executive Summary
Specify how your company fills a need in the market place and why you feel you will be successful. If you have already been successful in the market previously, that is a type of indication that you will do well again.

Company Description
Write a quick description as to what your services will include. The critical aspect here is to specify what your company will do better in terms of hiring, training, hours of operation, and specialized, customized or tailored services. Companies that do well tend to focus on particular tasks and be experts at what they focus on in addition to having a few supplementary and related tasks they do as well.

Market Analysis
You need to document and research how large your market is, how large the market is projected to grow, how big your niche market is, etc. You need to include market pricing, government regulations, operating costs, and more.

Real World Advice
Market analysis is all find and dandy. But, what is more important is knowing how you can penetrate the market yourself, and what people will pay you. They might pay you a lot less than others are charging until you build a reputation and steady clientele. It is hard to pay employees, pay rent, and make a profit when you are being paid 20% less for the same work the other guys get full price for. Temporary as that situation is, take it into consideration.

Services
In addition to specifying the wide variety of services you wish to offer, you need to specify this clearly on your website. Many websites go on and on about high and lofty company missions without ever mentioning what the company actually does! Fluff vs. facts. If you offer too many services which you know nothing about, you might look good on paper until someone actually uses you. If you focus on doing particular services well, and don’t do what you can’t do well, your reputation will precede you.

Marketing & Sales
You need to know how you plan on selling services. How many salespeople will you have? Will you have a website or online advertising (recommended.) Who are you going to contact for jobs? You should make a very long list. You need to know the analytics and metrics of service sales as well such as how many calls you’ll have to make to get a single contract. In a small startup you will be the sales, management, training, marketing, and finance department. If you don’t know how to do all of these things you’ll have to rely on a partner who might easily betray you, quit, or slack off leaving you high and dry.

Funding Needs
If you are just starting out, it is hard to know how much money you’ll need. You need staff, an office, phone lines, computers, utilities, consultants, and more. It is better to overestimate how much you’ll need as running out of money will shut you down permanently.

Financial Projections
The advice I read online is that you should have a projection of financial data for the first five years. In real life, you have no idea of what will be going on in five years, even if you are very established. Markets change fast, you will change, and you probably won’t even be in business in five years (a cheerful thought.) Whatever your financial projections may be are just guesses. I tend to suspect that those who do financial projections for Coca-Cola Corporation are the best in the business and yield a lot of accuracy for their statements. You unfortunately do not have Coca-Cola’s highly paid experts. So, just do your best and don’t invest any faith in your numbers as they are no more permanent than clouds in the sky.

Appendix
Include any supporting documents, important information, credit history, reference letters, licenses, permits, contracts, etc.

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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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