Call Center Outsourcing Info?

[jimmmaaa]

Hello All,

I work at a company that has about 5 call centers. In all of the call centers we have excess seating and I thought a good way to generate more revenue for our company would be to offer Call Center Outsourcing services to other clients. I am trying to find some industry info on what Outsoucing comanies charge, and some of the logistics of it all. I am not the one who could even come close to making this kind of decision but I want to write up an intelligent, well though out proposal to a decision maker in our company.

Does anyone have any sources that I could look into to find out this type of information?

Thanks,
James Estes

[Frank A. Engle]

James--

Feel free to give me a call. I represent approximately 35 inbound and outbound centers both domestic U.S. and internationally and can give you some ranges based on the type of service you are thinking about offering.

Regards-

Frank Engle
Pivotal Connection

[Jdiaz]

Hello James

In Puerto Rico , we have two Call Center that are doing outsourcing bussiness. One is ATENTO in Caguas http://www.atento.com.pr/ingles/main.htm , or you can visit its web site in Brazil http://www.atento.com.br/ingles/main.htm, also we have another one is Casiano Communications Direct Response Source http://www.casiano.com/html/drs.html. This are the top companies in this kind of bussiness.

Jose R Diaz

Call Center Supervisor

[Michcall]

You may want to search these archives----this question has been brought up before.

I work for an outsourcer. Here are some basic things to thing about:

What is the value you provide? Does your operation 'show' well based on industry standards? Would potential clients be impressed with what they see?

Do you have the operations and systems personnel to take on clients? Are you prepared to add resources for project management and client relationships or will it be done with existing staff? Can your training/HR staff handle the addtional scope?

Is your system scalable, flexible and robust enough to customize for other clients? Are you prepared to take on development work or are you offering your call tracking system 'as is'? Can you secure client data? What reporting are you prepared to offer?

Clients won't want to think they are an afterthought. How do you package your excess capacity so that it doesn't look like you are just trying to fill your seats? If your phones heat up are you prepared to not have the flexibilty to expand? Will clients be able to choose their location?

How do you market/sell your services? Typically inhouse call centers do not have a need for this type activity so how are you going to get the word out, develop proposals, built a pipeline of potential customers? Who's going to do it?

What type of business do you want to attract? Overflow, seasonal, short-term projects, long-term contracts?

Typically outsourced services are priced in increments---per hour, per minute of staffed time, per call, etc. Really depends on the program and on the client. Many times they have a specific pricing structure they are comfortable with. Training can be charged hourly though usually at a lower hrly rate than production.

As an extremely general ballpark, hourly rates are in the $22-29 dollar range for basic inbound vanilla programs---less for outbound, more for complex programs.

[Tarun]

Hi james


We are an international call center in India with 300 seats . As you are looking to outsource excessive workload, we can provide you with best quality and best rates in the industry.





Thanks and Regards


Tarun Thakur

tthakur@geoconnect.com

[jimmmaaa]

I am not a callcenter looking to outsource work, but to have people outsource work TO US because we have excess capacity. This a proposal I am trying to draw up for this possibility.

Thank you all for your responses. I have not been able to work on this as I have been busy with other projects at the moment.

Thanks,
James

[VELAAYUDHAM VP]

[]HI
GET IN TOUCH WITH ME SOON.WE SHALL EXPLORE THE POSSIBILITIES OF PLACING YOUR PROJECTS WITH RIGHT PEOPLE FOR OIPTIMUM BENEFITS.YOU CAN REACH ME IN velaa369@hotmail.com (or) 098410 28158
regards

VELAAYUDHAM VP

[Alan Clayton]

I work with a select number of domestic and international firms and we provide outsourcing counsel in a vendor neutral manner... I would be more than happy to understand your needs and capabilities to see if I can help you in any way.

Regards