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Outsourcing a Call center

by Kitjaii
12 replies
I am trying to outsource a small call center for my startup business here in Toronto .. my business requires alot of cold calls so i want to outsource about 3-5 agents to work daily for me... now one concern is the method of payment. I'm inexperienced in this field as this is my first time doing this. Would it be wise to pay hourly.. or pay by call appointments.. both methods i plan to pay bonus/comissions depending on how well the sales are.

Also in terms of keeping track of hours worked... I plan on only using excel to keep track / time as i will be providing the database to them. I thought it would be quite a hassle.. any suggestions on this?

Thanks!
#call #center #outsourcing
  • Profile picture of the author webapex
    For reference, I just saw a webinar where a outsourced call center cited charged a $100/mo min prepayment which went toward a $1 per minute service charge, making a typical per sales call cost of $4-$5, Sorry I don't recall the company name.

    You can have a dedicated employee in the Philippines, costing roughly $300-$500/mo do busywork (email filtering, articles. seo etc.) when not handling calls.
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    • Profile picture of the author Kitjaii
      Originally Posted by webapex View Post

      For reference, I just saw a webinar where a outsourced call center cited charged a $100/mo min prepayment which went toward a $1 per minute service charge, making a typical per sales call cost of $4-$5, Sorry I don't recall the company name.

      You can have a dedicated employee in the Philippines, costing roughly $300-$500/mo do busywork (email filtering, articles. seo etc.) when not handling calls.
      Thanks for the suggestions ... I wouldn't mind paying hourly if my sales quota can be reached. I'v seen some pretty good offers on odesk with good ratings. I might give it a try, but i'm still concerned about the way to keep track of the hours worked . I was thinking of giving a sales quota that must be reached each and a total number of sales each week. Not sure if this will help drive up sales.

      Please do advice if you remember that outsource company with the pay per sale.

      Thanks
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  • Profile picture of the author davechan
    We've used both models with our outsourcing team in the Philippines. Honestly, if you're going to keep people, it's best to pay them hourly / monthly. You can use Xoom if you're sending money overseas. In addition, try out slimtimer. It's free and you can make sure that the group tracks their time on it.
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  • Profile picture of the author Kitjaii
    thanks for the suggestion on slimtimer. Going to play it around to see if it's simple to use.
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  • Profile picture of the author callcenterservices
    Kitjaii, Please contact us to discuss more if you are still in need.

    NPI Communications
    US Telephone: 954-337-1448
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  • Profile picture of the author jasono
    You can hire VA's and outsourced workers for very good rates and build call centers or use third party teams. I wrote an ebook that has a bunch of information and created a video that explains the benefits of outsourcing. Guide to Outsourcing - The only outsourcing guide you will need. | Outsourcing Autopilot!
    Just trying to help, I hope it does.
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  • Profile picture of the author CPA Andrew
    I actually use this method for a few of my CPA campaigns. Most people don't realise the power of this method. It's intense!
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    • Profile picture of the author marknel
      Its better to pay per appointment and a bonus when the days's traget is met. This will encourage the VAs while you will be paying only for results.
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  • Profile picture of the author DianaHeuser
    Hi Kitjaii,

    You should chat to John Burnam about call centres. He's the expert in that department.

    Di
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  • Profile picture of the author ibacklinkpro
    In my cold calling experience, I used to pay per appointment set. This is not only the best way to keep track of cost but also to motivate your appointment setters to work more effectively. My usual setup included an X amount of appointments requirement. So if it took them 8 hours to do it, fine. If it took them only 4 hours, then they had an option of going home early (or if could use more appointment, then I offered them to stay and make more money.) Make sure you provide them feedback and have requirement for appoint to show ratios and show to sale ratios, with bonuses for exceeding certain goals.
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  • Profile picture of the author thekaver
    Originally Posted by Kitjaii View Post

    I am trying to outsource a small call center for my startup business here in Toronto .. my business requires alot of cold calls so i want to outsource about 3-5 agents to work daily for me... now one concern is the method of payment. I'm inexperienced in this field as this is my first time doing this. Would it be wise to pay hourly.. or pay by call appointments.. both methods i plan to pay bonus/comissions depending on how well the sales are.

    Also in terms of keeping track of hours worked... I plan on only using excel to keep track / time as i will be providing the database to them. I thought it would be quite a hassle.. any suggestions on this?

    Thanks!
    I did this a few years back selling electricity and gas contracts in the uk!

    The best advice i could give you is use a comission per sale route approx!

    When the company had all different option of monthly fee vs commission rate. when I started I was paying a high monthly fee with a only 5% com rate as this looked best finanacially to me! but over a course of time i started pulling my monthly fee down and my commission rate up to 25% my conversion rates went through the roof!

    thanks

    TheKaver
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  • Profile picture of the author JCorp
    It'd probably be more efficient to pay by quota or work done rather than hourly, unless you know exactly how long it takes to get certain tasks done, thus having a realistic expectation on productivity in the given hours. Excel is a good way to keep track, there are other programs and software that also act as time cards which you can incorporate into your outsourcing. There are tons of outsourcing companies out there. If you prefer to use cheaper overseas companies, Philippines is definitely one of the better choices, here are a few you can look into...

    Philippines Business Process Outsourcing, Outsource Information Technology Philippines
    PHILWEBSERVICES - Web Hosting and Web Design Philippines | Domain Registration and SEO Services
    Philippine Call Center - Outsourcing - Services - Companies
    Outsourcing & Offshoring to the Philippines | MicroSourcing

    good luck...
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