How to outsource your call center

B2B leads and sales

Regardless of the size of your business outsourcing your call center needs is a sure-fire way to increase profits. Often, a larger company will have the resources to create a call center in-house but many smaller companies need to outsource their support lines. Here are some tips to consider when outsourcing your call center becomes a reality:

1. Establish your objective. Your company must first clearly define what your exact needs and goals are for your call center. Whether it’s technical support, selling goods or customer services, decide what exactly you need to gain from your call center.

2. Shop around. It’s important to know what your options are as far outsourcing call centers. Make careful inspections of the different call centers and figure out which is the best fit for you and your customers.

3. Let the bidding begin. Once you’ve made a clear definition of your needs it’s time to open up the bidding. Different call centers will submit bids and it’s up to you to sift through and eliminate the ones that you clearly don’t match up well with. You’ll be able to discard the bids from companies that can’t meet your labor requirements, technological standards and basic business qualifications.

4. Implement your needs. Once you’ve selected a call center there will be a period where you work hand-in-hand in figuring out how to proceed. You’ll want to make sure that they clearly understand your business model and your expectations of them.

5. Determine the level of resources you need. The call center you’ve outsourced your business to will now reflect your company. You must make sure that you provide sufficient software and technology support. Customers will often only go through the call center and never directly contact your actual company. It’s important that the call center provides credibility for your company.

6. Training is the key to success. Work with the call center to make sure that they train their staff thoroughly in regards to your needs. If you don’t define what you expect from the call center then they’re less likely to cater to your goals. It’s up to you to provide as much information about your likely customers so that the call center representatives will be sensitive to their needs. Remember that it’s your customer base that drives your business and their experiences with the call center will reflect how they feel about you.


Heather Johnson is a freelance business, finance and economics writer, as well as a regular contributor at Business Credit Cards, a site for best business credit card and best business credit card offers. Heather welcomes comments and freelancing job inquiries at her email address


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