How much?

[katron]

Hi,
I worked in the environment of call centers for about 1 year. Yet there are some information that is hidden from us and considered confidential information. I was asked from one industry to make a quick search for the following questions.
1. How much a call center charges their program (client) per call? I'm considering outsourcer call center for handling Inbound calls. Any feed back with regards to Outbound calls for marketing would be appreciated as well.

2. What are the top 3 Call Center Industries in the Philippines.

Your reply would be highly appreciated..

John

[Michcall]

John, There is no valid answer to your question on cost without must more detail on your programs. My suggestion is to contact 3 or 4 of the major outsourcers in your area with some requirements for your project and solicit their input. Most are more than willing to give you a ballpark figure. Some items that will determine cost is length of call/avg handle time, complexity of program, hours/days staffed, required training, staff requirements (languages, specialized knowledge), technology requirements, backoffice processing required, call locations (local, long distance, international), etc. You'll also want to understand the pricing scheme for each outsourcer to compare their responses equally----is the pricing per minute, per hour, etc. and what is included in those costs---is it talk time only, talk + aftercall work, total handle time, total logged in time?

The same goes for outbound---it would be best to talk to some outsourcers to understand what effects the cost such as length of questionnaire, number of open-ended questions, # of surveys, # of call backs, quota groups, respondent type, reporting format & complexity,etc.

[Alan Clayton]

Sounds like you have been given the nearly impossible job. Feel free to call me and I might be able to give you some guidance which would be nearly impossible to do via this medium.

Regards

Alan