Call Center Outsourcing
Call center outsourcing has affected the economy a great deal. As a result, many books and articles have been written about it.
Outsourcing to a call center is hiring employees from another country where the minimum wage is generally lower, and yet the work is high quality. Workers in a call center can either be hired temporarily or hired on a more permanent basis.
Many debates have ensued whether hiring off shore affects the main country’s economy due to the fact that more employees are coming from a foreign country and less are coming from the home country. The unfortunate truth is, however, if other companies in your field are outsourcing and you are not, you may soon find yourself out of business.
More often than not, call center outsourcing is a win-win situation. The economy of the developing country improves because of being hired by an industrialized country. At the same time, the industrialized country’s company can cut costs and still retain quality.
Companies who outsource are able to put their resources into more income-generating aspects of the company, rather than say, using an enormous amount of time and energy on the call desk and payroll.
If you are wondering which aspects of your business you should outsource, a good rule of thumb would be to find which duties you perform the best and outsource every other task. In other words, focus on what you are most competent in and delegate everything else.
Call centers are offices that are centralized and utilized for transmitting and receiving a big volume of calls via telephone. These centers are operated by companies to administer information and product support that are incoming.
Besides incoming calls, calls that are outgoing are also made for product services, clientele, telemarketing and debt-collecting. When the tasks being outsourced involve handling letters collectively, faxing, emailing or live chatting, this is called a “contact center.”
Often operated through open, extensive spaces of work for agents, a call center includes computers for every agent, headsets or telephone sets connected to telecommunication switches and stations for supervisors.
A call center can either be on its own or networked with other centers, linked to computer corporate networks including LANs, microcomputers and mainframes. As technology develops it appears more data and voice pathways in a call center are being linked through CTI or computer telephone integrating.
Most major businesses in industrialized countries outsource call centers to interact with the customers. For example, calls for retailers, help desks or customer service, credit and collection and technical support calls are now being outsourced by companies that want to stay competitive in the marketplace.
If you are seriously considering call center outsourcing, you can find a large source of information online. Currently, the most popular country for outsourcing a call center is the Philippines, with India taking second place. This is mainly due to the fact that people from the Philippines tend to have great American accents, perfect English and a great work ethic.
Call center outsourcing could be the perfect way to give your key employees time to concentrate on the more important aspects of the business as well as same your company a good deal of money. If you have never tried outsourcing it is time you did.