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Advice for a new internal operation
Advice for a new internal operation
Greetings. Love to see great forums like this. Been an active member of my Range Rover classsic forum for years and it has been a great place to share and receive tips.
Thank you in advance!@
Current Challange:
I am currently evalauting the best way to set up our call center needs to support a 100% hispanic call center. This will be a DR lead generation business. No sales. People respond to TV ad and we then forward the leads to people in the network.
Call volume:
Inbound: 1000-3000 calls per day. Outbound: 600-1200 calls per day
Desired Solution:
20-30 in-house service reps. They would enter data into web based SQL, etc. Overage calls would be sent to a network of virtual customer service reps who work from home who would also enter into web based system.
Monitoring needs:
We would need the ability to monitor the call quality of both the in-house reps and the at home reps. Drop call reporting etc. .
Suggestions?
I am also open to outsourcing the whole operation. Argentina's pricing looks great but the Argintine's acent doesn't apeal to our mostly Mexican dec pop (80%+). If you know of a better solution please post. Thanks.
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