Spillover capacity

[beachbum]

Hi to all. am new in the forum. I was wondering where call centers with huge demand go to , to contract out, or get spill over capacity?

[ghorrocks]

If you are looking for call centers that can handle inbound overflow please contact me. I work with a couple that have done a great job with my clients with overflow as well as disaster recover plans.

ghorrocks@dakotaperformance.com

www.dakotaperformance.com

[ctaylor]

There are really just two options for handling additional demand; either you build the capacity or you source it externally.

If the volume is expected to be on-going then the best strategy is to build out to handle the additional traffic. If the volume is short term, seasonal or otherwise temporary (i.e. off hour) then the best choice is usually to source additional capacity from another party. In the latter case this often means a service agency or third party supplier. There are literally thousand of third party agencies out there that run from extremely good to extremely poor, so you must be careful who you select.

A few pints for you to consider in assessing third party providers;
1- Type of work- Do they have experience completing the type of work and handling the type of calls that you need handled?
2- What are their agents skills, ask for profiles, resumes etc. and ask yourself if you would hire these people...if not stay away,
3- Ask to see the reports they will provide. If you cannot integrate their reports with your own internal reporting you will not be able to created consolidated reports and perhaps worse it will be difficult to know how well they agency is performing,
4- Where are they located? You will need to invest time and money in travelling to their location to coordinate training etc. so where they are is important.
5-Size of the organization. A biiger firm will have more resources and often better processes and procedures, however they will generally be more ridgid and allow few if any ability to customize to suit your needs. It may be better to be a ''big fish in a small pond' and get the added attention than to be a 'small fish in a big pond'.

There are easily 50 or more questions you need to ask a potential third party provider before you make a decision on outsourcing to them. I would be happy to discuss this topic further, please feel fre to contact me at ctaylor@thetaylorreachgroup.com if I can be of further assistance.

Colin

[gkern]

I can help with providing the capacity if you are interested.

Greg Kern
SITEL
512-261-0409