outsourcing

[vincent_niu]

the decision background to make the Choice between setting up a call centre and oursourcing the business to the third partner
,or why should we outsoucing the business,the outline will be appreciated.

Any help on the issue will be useful

Thanks

vincent
vincent_niu@163.com

[syamnt]

This is an intelligent and right question to be asked.

I would love answer these querries as i had gone thru this phase in my earleir days in CC area

To answer your query

- One time investment (CAPEX)
- The technology you are going to delpoy - this point i wud like to elobarate more this - as this play major role in day to day operations which will result in directly customer satisfaction.
- Operational handling
- Depndancies & etc

I wish i cud answer more on this post, u can contact me on 'syam.naga@wipro.co.in'

Regds
Syam N T

[tarunpuri]

Hi there,

well i think the following should help :

Firstly if you feel that the business for whic you are looking out to outsource / setup a call center is very critical to your companies core business, then i think it would be better for you to set up your own center so that you have direct control over the performance of the center, because it is your own center so the business it would handle is only your companies...so there is going to be complete focus. Im sure that if it is part of the core business then it would have a direct impact on your market goodwill, customer acquisition and retention, which you would not want to compromise on at all.

Now if you still feel that you wish to outsource the i would suggest you outsource the work to a center which has a proven track record of delivering the expected standard of performance/quality.

Secondally if you feel that you are wanting to outsource the work so that your organisation can concentrate on the core areas of the business, in that case i would suggest you first look at the costs involved and the revenue expected. In which case there are a lot of center's you could outsource the work to initially and then depending on the initial performance you ramp up further i.e. offload greater volumes to the center.

again there are two things to look at the Cost involved in setting up your own center in India or any other country you wish to (the costs would certainly be lower, the quality of manpower/performance wld be the same or even better) and the Revenue it woulds generate. The same for outsourcing to India or any other ciountry of your choice, what are the costs involved in outsourcing and the corresponding revenue (with the desired level of Quality) that you would make.

So if you could first tell me the work you wish to outsource/setup center for, i could suggest/help further.

Thats because i come from an orgasnisation which is into this work for quite some time now. May be i am able to help you in either of the cases.


You can contact me :
email : taruncallcenter@rediffmail.com
Mobile : +91 98111 41111

Regards,
Tarun Puri

[vincent_niu]

Hi all

Thanks very much for your reply to my doubt!
would u please give me more information for the cost involved in seting up a call center for the car company . what's mainstream technology should we adopted ?and anyone can provide some details information based on the car industry ,such as whitepaper on the call center in the car industry .

any help would be appreciated.

thanks

Vincent_niu

vincent_niu@163.com

[Hello Direct]

What kind of info are you looking for exactly?