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Negotiating Call Centre Rates

by DontSleep
5 replies
I am about to outsource b2b sales. Some call centres offshore offer commission only structures.

Many don't. And many in the US or UK don't. Is there any way to ensure at least some ROI if their performance ends up being sub-optimal, like commission only trials with call centres which work only on hourly basis? Or is it better just to ask for their past campaigns' performance metrics and recorded calls? If anyone has any experiences with this would be glad to hear!

Thanks
#call centre #negotiating #outsourcing #price #rates
  • Profile picture of the author writeaway
    Considering the risk involved for the call center, your best bet is a minimum draw plus commission system. Otherwise, don't expect any takers.
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  • Profile picture of the author DontSleep
    Makes sense.

    Is requesting extra information from call centres usual or even expected? E.g. did they do any similar campaign before, performance metrics, reference?
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    • Profile picture of the author bizgrower
      Originally Posted by DontSleep View Post

      Makes sense.

      Is requesting extra information from call centres usual or even expected? E.g. did they do any similar campaign before, performance metrics, reference?
      I'd say it's usual to get information. Also, you're the one doing the hiring, so you
      should make sure they meet your criteria.

      They should have experience doing what you're doing, and references.

      The deal should be lucrative enough for you, for them, and for their employees.

      I worked for a call centre. The project was small ticket (home phone lines) so
      there was really not much incentive for prospects to switch carriers. We just made
      minimum. The call centre probably got paid as agreed. The client did not get
      their return on investment. The project was dropped quickly.

      Good luck.
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      "If you think you're the smartest person in the room, then you're probably in the wrong room."

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      • Profile picture of the author DontSleep
        Originally Posted by bizgrower View Post

        I'd say it's usual to get information. Also, you're the one doing the hiring, so you
        should make sure they meet your criteria.

        They should have experience doing what you're doing, and references.

        The deal should be lucrative enough for you, for them, and for their employees.

        I worked for a call centre. The project was small ticket (home phone lines) so
        there was really not much incentive for prospects to switch carriers. We just made
        minimum. The call centre probably got paid as agreed. The client did not get
        their return on investment. The project was dropped quickly.

        Good luck.
        Thanks!

        Why do you think the campaign fail?
        Product | agents | price | leads?

        I find it quite hard to pick the right call centre, I have experience with selling financial products and I am used to super high energy and hungrysales. When I interview these people I feel like I'd be wasting money!
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        • Profile picture of the author bizgrower
          Originally Posted by DontSleep View Post

          Thanks!

          Why do you think the campaign fail?
          Product | agents | price | leads?

          I find it quite hard to pick the right call centre, I have experience with selling financial products and I am used to super high energy and hungrysales. When I interview these people I feel like I'd be wasting money!
          product and price
          Signature

          "If you think you're the smartest person in the room, then you're probably in the wrong room."

          {{ DiscussionBoard.errors[10420308].message }}

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