CALL CENTERS

Call Center Services Explained


A Call Center is an office where a company's inbound telephone calls are answered by call center staff; or outgoing calls are placed on behalf of a company or organization by staff members. Call center staff offer technical support for products and services, answer questions from customers or potential customers, take surveys or follow up on debt collections and other services. A Call Center can have a staff of anywhere from a few dozen to a few hundred people. Large companies will often have their own call center, while smaller companies may make use of separate call center services. If you are considering using a call center to handle your customer support or other needs, this article serves to give you more information on call centers so that if you decide to make use of one, you will have basic information to help you decide which course to follow. If you have a large business, you may want to set up your own call center with your own staff. If you are a small business, or only need the services of a call center for specific periods of time, using an already-established call center may be best for you.

Call Center Services

Call Centers can provide answering services 24 hours a day, 7 days a week, 365 days a year. They can also offer customer and technical support, help customers order your products, schedule appointments, and can update purchasing and database information. Many businesses outsource their customer service needs to call centers. Other large companies will set up their own call center. If you opt to go with a company which provides this service, the call center you select will be representing your company to your customers, so it's important to research carefully before making your choice. One decision you may have to consider is whether to use an offshore call center. While this may save your company money, in the long run you may lose due to the negative reactions of your customers. For this reason alone, do your homework before making your final selection.

Things To Consider As You Make Your Decision

As you get ready to make this important decision for your business, here are some points to consider and questions to ask before deciding on the company to do business with.

  • What Services Will You Need?
    Answering services, customer support and/or order-taking? Technical support, appointment scheduling? Generating sales leads, debt collection, processing applications?
  • Call Volume
    How many inbound or outbound calls do you expect to be processed?
  • Monthly Budget
  • Hours of Service
    Will you need 24 hour/7 day a week service, or service during weekdays and business hours only?
  • Do you need product fulfillment services?

Selecting the Right Call Center

Once you have determined what you need in the way of customer service from your call center, you are ready to look for that center. You should select several potential call center partners based on what they can offer you and if they can meet the needs of your company. TMCnet.com recommends anywhere from 6-10 potential centers. You can find these through word of mouth from other business colleagues, Internet searches, and other Industry associations. Work up a "Request for Proposal," which should include hours of coverage needed, languages you wish to provide support for, the type of services you require (customer service, technical support, order processing, etc), and other information about your needs. At the same time, feel free to query them about their own company. How long have they been in business, how many clients do they provide services for, how many centers do they operate, questions on staffing, training of staff, turnover rate, etc. Set a reasonable time for them to respond by (and be sure to let them know what that is), and ask for an approximate price quote. When you have gotten the responses back, you should narrow down the choices to two or three.

Pricing

Pricing for your call center services can get a little complicated, depending on your call volume, script complexity, and other needs. The bulk of the cost is per minute or per call fees for each agent or call. Call centers which employ agents who are highly skilled or experienced will also result in higher charges. If you use "shared agents," which handle calls for many companies, the average rate is between $.50 and $1.00 per minute. Dedicated agents will work for you exclusively, and rates are hourly, ranging anywhere from $10 or less for offshore centers, to $25 an hour for U.S. based centers. The advantage of using dedicated agents is that they will be more knowledgeable about your company's products and services, but you will have to decide if this exclusiveness is worth it to your company's budget. Be sure that all costs are included in your contract before signing. Most companies will include the additional fees for training and reporting in your cost per minute or hour, but some will not. Additionally, some companies will enforce a monthly minimum, which could be costly if your call volume drops unexpectedly. And expect to pay extra set-up fees, which could come to several thousand dollars.

Final Thoughts

A few parting thoughts to consider include owning your own phone number, so that if you need to change call centers, your phone number doesn't have to change; communicate with the call center so that you can each adjust as your business grows; asking them to sign a non-disclosure agreement so that they cannot take your company secrets to competitors. It would also be a good idea to know exactly where they are. Many call center companies have multiple locations. Find out where your calls are going to: one location or multiple.

Resource Index

Audio-Video-and-Cameras:
Plasma TV, LCD TV, MP3 Players, TIVO, Satellite TV, Dgitial Cameras, Digital Camcorders, Bose iPod Speakers, Multimedia Projectors, GPS, Blu-ray Disc

Computer and Accessories:
Choosing a Laptop Computer, Computer Memory Upgrade, Copying a Hard Drive, Dual Monitors, Networking Computers, Microsoft Office, PDA's, Cheap Ink/Toner, Color Laser Printers, Multifunction Printers, Scanners, USB Flash Drives, Wireless Printers, Dell computers, Wireless Routers, Wireless G Routers, Wireless N Routers, Laptop Carrying Cases

Computer and Video Games:
Age of Empires III, Battlefield 2

Entertainment:
Online Gambling, Poker, Routlette, Blackjack, Craps and other Online Games, Online Casinos, Movies, Online DVD Rentals, Home Theater Systems , Home Theater Components, HDTV, HDTV Buying Tips, HD Radio, Portable DVD Players, Magazine Subscriptions

Fun-Hobbies:
Tropical Fish, Aquariums, Scrapbooking, Rubber Stamping, Geneology, Geocaching, Soap Making, Candle Making

Legal:
Criminal Defense Attorneys, Tax Attorneys, Lemon Law Protection, Structured Settlements, Investment Fraud, Bankruptcy Attorneys, Personal Injury Attorneys, Family Law

CellPhones-and-Communication
Cell Phones, Cell Phone Carriers, Prepaid Cell Phone Plans, Cell Phone Ringtones, Headsets, VOIP, Cheap Long Distance, iPhone, Blackberry, Bluetooth Technology, SmartPhones

Jobs-Schooling
Online College Degrees, Business Degrees, Home Schooling, Drivers Education, Job Resumes, Online Job Search
Internet:
Cybercrime Prosecution, IE Security, Affordable Web Hosting, Web Hosting, Domain Name Registration, Search Engines, Web Site Design, Internet Mailing Lists, Blogging, Internet Serive Providers, Free Email, Clip Art

Finance and Insurance:
Auto Insurance, Car Insurance Quotes, RV Insurance, General Insurance, Travel Insurance, Business Insurance, Basic Guide to Consolidating Student Loans, Cash Advance Loans, Federal Student Loan Consolidation, Debt Consolidation, Debt Management, Credit Card Debt Consolidation, Free Credit Reports, Home Mortgages, Home Equity Loans, Mortgage Refinancing, Mortgage Rates, Mortgage Companies, Second Mortgages, Mortgage Brokers, Health Insurance, Insurance Quotes, Term life Insurance, Mortgage note buyer, Renter's Insurance, Household Budgeting

Home:
Home improvement, Outdoor Lighting, Kitchen Remodeling, Kitchen Countertops, Espresso Makers, Food Processors, Coffee Makers, Coffee Grinders, Slow Cookers, Popcorn makers, Blenders, Cutting Boards, Refrigerators, Freezers, Washers & Dryers, Bathroom Remodeling, Kitchen & Bathroom Faucets, Bathtubs, House Windows, Closet Organizers, Window Treatments, Hardwood Floors, Carpeting, Home Security, Water Heaters, Water Filters, Carbon Monoxide Detectors, Bamboo Flooring, Portable Air Conditioners, Dehumidifiers, Siding, House Cleaning Services, Home Organization, Vacuum Cleaners, Cannister Vacuum Cleaners, Handcheld Vacuum Cleaners, Upright Vacuum Cleaners, Stick Vacuum Cleaners, Wet-Dry Vacuum Cleaners, Furnaces, Fireplace Inserts, Electric Space Heaters, Pellet Stoves, Wood Stoves, Heat Pumps, Buying a used car



Business-Office-Supplies:
Discount Office Supplies, Home Office, Office Furniture, Copiers, Home Business, Business Cards, Business Brochures, Mailing List Companies, Affiliates, Franchises, Business Telephone Systems, Employment Agencies, Call Centers, Fax Machines
Health and Wellness:
Fioricet for Migraine Relief, Online Pharmacies, Phentermine for dieting, Tramadol for Chronic Pain Relief, Mesothelioma, Mesothelioma Lawyers, Acne Treatment, Contact Lenses, Drug Rehabilitation, Cerebral Palsy, Hair Loss, Hair Loss Products, Human Growth Hormones , Diet Pills, Treadmills, Fragrances, Reducing Cholesterol, Diabetes, Obesity, Arthritis, High Blood Pressure, Heart Disease, Acid reflux, Cialis, Understanding Depression, Unraveling Diet Plans, Erectile dysfunction, Lipitor, Sleep Loss, Viagra, Autism, Asperger Syndrome, Living With Depression, Bipolar Disorder, Seasonal Affective Disorder

Gifts:
Gift Ideas, Corporate Gifts, Gift Cards, Wristwatches, Replica Watches, Sunglasses, Wholesale Jewelry, Jewelry Boxes, Wedding Gifts, Food Gifts, Books, Music, Flowers, Gift Baskets, Candles & Candleholders, Chocolate & Candy

Sports:
Health Clubs, Home Gyms, Treadmills, Golf, Golf Vacations, Golf Schools, Golf Clubs, Fantasy Baseball, Fantasy Basketball

Travel:
Railroad Train Travel, Greyhound Bus Travel, Moving Guide, Rental Cars, Luxury Cruises, Maui Vacation, Spain Travel, Panama Cruise, Mexico Travel, Europe Travel, Disneyland Vacation, Disney World Vacation, Airline Tickets, Las Vegas Vacations, Las Vegas Sights, Las Vegas Entertainment, Las Vegas Dining, Lake Tahoe, Reno Vacations, Grand Canyon Vacation, Alaska Vacation, San Juan Island Vacation, Seattle Vacation, San Francisco Vacation, San Diego Vacation, SeaWorld Vacation, Yellowstone Park Vacation, Los Angeles Vacation, Bed & Breakfasts, Las Cruces New Mexico Vacation, Texas Hill Country Vacation, Columbia River Gorge Vacation, Albuquerque Vacation, New Mexico Vacation, Utah Vacation, Denver Vacation, Carlsbad Caverns, Branson, Missouri, Arizona Vacations, Jackson Wyoming, Skiing Wyoming, Skiing Oregon, Skiing Utah, Skiing Colorado, Skiing California, Skiing Washington State, Skiing Idaho

Yard-and-Garden:
Lawn Care, Patio Furniture, Hot Tubs & Spas, Gazebos, Fences, Decks, Barbeque Grills, Greenhouses, Patios, Sprinkler Systems, Landscape Design, Backyard Ponds, Bird Baths, Hedge Trimmers, String Trimmers, Wheelbarrows and Gardencarts, Lawn Mowers, Lawn Mowers, Lawn Care Tools, Lawn Edgers, Leaf Blowers, Now Blowers, Rakes