Call Center Outsourcing – The New Value Proposition
Why would anyone want to use call center outsourcing services?
There was a time when that question almost made sense. Back in the days when good call center workers were fairly easy to find and sales weren’t that hard to come by call center outsourcing didn’t have any particular advantage for business owners.
Now it does. Business are struggling.
Current economic necessities however are making call center outsourcing a much more attractive idea. Part of the reason for this is because business owners have already done just about everything they can to cut costs and they are more open minded to cutting costs.
Now these same business owners are thinking about all the ideas that they previously thought were too complicated or totally crazy…..like call center outsourcing. And they’re coming back to the idea of “offshore outsourcing” that they previously didn’t take seriously.
What usually happens when they look at outsourcing, and especially call center outsourcing, the second time is that they think, “I can’t believe I didn’t do this before!”
Why is that? Why are they so surprised?
The reason they’re so surprised is because they can’t believe the big difference in the cost of labor between the US and certain foreign countries where the most cost competitive call center outsourcing comes from.
There’s also a specific reason why they never considered “call center” outsourcing before. Sales used to be easier to come by. Not anymore.
It’s a different scene today though. There’s umpteem million ways that savvy business owners are using, sometimes successfully and sometimes not so successfully, to get new customers in the door.
One of those things is call center outsourcing from telemarketing centers. If your competitor is using telemarketing and you’re not….you’ve got 2 strikes against you already and you better wake up.
One of the newest innovations from the offshore BPO industry is the idea of premium class call center services and technology at very affordable prices….typically 30-60% less than similar US services. Only a few small and medium sized Indian call centers are bringing this idea to the market. These are the ones with the management skill and foresight to do it.
This new high value outbound Call Center Outsourcing concept emerged and became a topic for consideration as owners were thinking about ways to offer greater value to new US clients wanting to enjoy the advantages of offshore outsourced outbound telemarketing services.
They knew that there were many potential US client companies who simply didn’t have the budgets to afford the rates charged by the established Call Centers and also simply didn’t need all the extraneous services of traditional Call Centers.
The general characteristics of this new value paradigm is:
- Recruit agents based on English skills, sales skills, enthusiasm and motivation rather than meaningless college degrees.
- Competitive agent compensation leveraged with highly incentivized performance bonuses.
-Build a strong telemarketing brand based on solid HR and QA policies, US type sales training, and customized reporting.
- Invest only in tried-and-true technology that helps agents make sales and nothing that does not contribute directly to meeting or exceed the set sales and performance targets.
The best news about this unbelievable value for prospective US clients is the price. Because it is truly “high value”, you can get all these highly desirable services for considerably less than the ‘premium’ level services packages companies have been promoting. Not only is this new marketing package dramatically less in prices than US service providers but it’s even significantly less than many other well established call centers and BPOs.
The fact is that the larger call center service providers won’t even bother with small to medium sized contracts whereas this new group of mid-tier Call Centers will gladly accept smaller clients. That’s make this new proposition even more significant for small to medium sized US businesses wanting to starting using call center services for the first time.
With these new service packages you can start with one agent or 20. Since these new mid-tier call centers tend to be smaller, more aggressive and highly specialized, you’ll generally find their performance very good…..especially in terms of the ROI for your investment. Clients are very happy with the number and quality of leads and/or sales they get.
As more and more US businesses are re-evaluating every expense it only seems natural that it was going to happen in the call center business too. If their growth so far is any indication of the virtue of this new, “high-value”, concept of outbound call center outsourcing, it must be working very well.
If you’ve wondered if call center outsourcing will work for you, now would be a great time to start doing some research. Start with researching Google, send out some email inquiries and even make some phone calls. You will get some responses.
And of course, don’t hesitate to give us a call too 