Starting New Call Center - Outsourcing Advice

by bert81
10 replies
I am planning to start a new call center with local talent; however, I will be starting off by outsourcing the calls at first.

Here is my question to anyone who can help me answer this. What is the best program to use for the outsourced employees to call on? And when they get an interested person, how can they transfer that person to me?

Anyone with experience with this, I would appreciate some advice. Thank you for your time.
#advice #call #center #outsourcing #starting
  • Profile picture of the author daniyal100
    I was once in the same boat of outsourcing telemarketing but then I woke up.
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    • Profile picture of the author bert81
      Originally Posted by daniyal100 View Post

      I was once in the same boat of outsourcing telemarketing but then I woke up.
      And apparently became original in your jokes too! Kudos!
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  • Profile picture of the author Freebiequeen1999
    Have you ever worked in a phone room? Trained others?

    got a good pitch?

    Why would you "outsource" before starting local?

    You could get local people to work from home and meet with them once a week and keep better track of them

    another thing - google is your friend

    I am sure you will get lots of "advice" of what to buy but really you should do your own price comparisons, read real reviews not the fake ones from the fiverr guy in the library or the "review gurus"....ie, the people who clamor and beg for a "review copy" and then post a spun review on their blog.

    I have worked with transfer systems but it transferred to another office or to closers - and there were multiple people, but how are you going to handle this if it is just you "closing"?
    Think of the logistics....you have 10 people calling and they are getting hot prospects and you are on a phone with one and another comes in and so forth. Are you also going to be available during the hours your "outsourced" people call?


    Have you really thought this through or done your due diligence?
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  • Profile picture of the author SashaLee
    Originally Posted by bert81 View Post

    I am planning to start a new call center ........

    What is the best program to use for the outsourced employees to call on? And when they get an interested person, how can they transfer that person to me?
    Hi there,

    My advice to you would be to actually work in a call center. The questions you've asked are just too basic. You are planning to start something without the basics in place. You are asking the wrong questions based on your opening line.

    You need to know what you're pitching, to whom and why. Then the "program" or software comes into play and there are hundreds of them that do essentially the same thing. You can use an open-source solution or a paid solution.

    All the best,

    Sasha.
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  • Profile picture of the author laurencewins
    Everyone has given you solid advice. I have managed call centres and set up new ones from scratch as well. You don't outsource and then change to local people. That totally stuffs you up. As others have said, YOU need to start by working in a call centre to better understand how they work form every angle if you really want to go ahead with it.

    Why not hire closers as telemarketers? It is impossible to have them transfer calls to you for all the reasons previously mentioned.
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  • Profile picture of the author bert81
    Wow. I was really just hoping for a direct answer instead of so many speculative responses. I have years of call center experience. I currently manage one where I became the top sales person and stayed there for over 18 months before taking a promotion, establishing a training program, a sales program, and more than quintupling the size and profits of the business. I am a phone badass.

    I appreciate concern, but I just had a couple of technical questions I was hoping to simply get answered here based off of experience from other call center owners who currently deal with call centers. I'm surprised that I need to go into my qualifications here just to get my questions answered.

    I'm looking to begin my own business and start off with outsourcing because I can train a couple of people easily and cheaply with a short script. I plan on using this for about a month so that I can work out all of the bugs with my plan before going larger scale and renting my own large office space and buying furniture for local help.
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  • Profile picture of the author eccj
    Hey man.... you get what you pay for right?

    Remember that the quality of response is tied to the quality of the OP.

    I would check out EVS7.
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    • Profile picture of the author savidge4
      Ive been looking at not so outsourced but offsite location type solutions and keep going back to Five9. Ill pull the trigger one of these days
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      Success is an ACT not an idea
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    • Profile picture of the author bert81
      Originally Posted by eccj View Post

      Hey man.... you get what you pay for right?

      Remember that the quality of response is tied to the quality of the OP.

      I would check out EVS7.

      Yeah, apparently it was my fault for not prefacing a simple question with 3 paragraphs of background qualifications and future intent.

      Thank you though anyway for the heads up about EVS7. I'll check that out
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      • Profile picture of the author SashaLee
        Originally Posted by bert81 View Post

        Yeah, apparently it was my fault for not prefacing a simple question with 3 paragraphs of background qualifications and future intent.
        Hi there,

        The penny drops :-)

        All the best,

        Sasha.
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