Advice for a new internal operation

[KAPPY]

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.

[Frank A. Engle]

Hello KAPPY!

I'm based in Southern California also (San Diego) and have a number of local/ national/international resources that can assist your effort in the hispanic DR vertical market...whether it be inhouse or outsource call center support. Feel free to give me a call to discuss at your convenience.

[Inesr]

We operate a call center located in San Juan, Puerto Rico. One of the many advantages we offer is the high degree of bilingualism (S/E) of our sales and customer service force. They can switch very easily from Spanish to English and viceversa,with a totally neutral accent. We have extensive experience as an outsource option for US companies.
Feel free to call me for additional information regarding your outsourcing needs. I will be more than happy to assist you.

Inés Rivera
Direct ResponSource
1660 Ave Fernández Juncos
San Juan PR 00918

(787) 728-3000, Ext. 6215
inesr@directresponsource.com

[ldavies]

Hi Kappy,
Have you ever considered outsourcing to Canada? We are in the Toronto area and have access to a robust pool of hispanic speaking agents.
Of course, another competitive advantage of outsourcing to Canada is the current exhange rate of the U.S. dollar.
Please contact me if you wish to discuss this opporunity further.

Linda Davies
lindad@thefsagroup.com

[bmatheson]

Kappy,

If this is a project that you are going to keep in house, I would be glad to speak to you about some of the technology options that my organization offers. We are a 20 year verteran to the call center management space.

If you are interested in learning more, please contact me directly at 978-952-0476 or email me at bmatheson@concerto.com.

I look forward to your response.

Regards,

Brent Matheson

[Bill_LumbergTPS]

Greetings Kappy---> Its always good to have new members introduce themselves. Especially land rover enthusiasts (land rover series IIa). I hope you find some useful information here in the forum. If your looking for a company to handle your outsourcing needs there are many that participate on this board.

Good luck.

[Scott Wright]

Hi Kappy:
As I can see, you have already received many e-mails from those looking to assist you with your issue. That's good. I wanted to give you one more option that I would encourage you to look at -- I really think it is the best business model for the opportunity you mentioned. I work for Willow CSN. We have 1200 home based agents, currently all in South Florida. Over 40% of our agents are Hispanic speaking. Our agents have greater flexibility and performance than any other agents in the world. Why, because they are invested in this process. They pay for their own training, office, voice and data lines, etc., and are only paid for the calls they answer. Willow is the first and leading provider of Virtual Services and we just happen to have over 500 Hispanic CyberAgents that might be perfect for you. We also do this for a really low cost. Call me when you have a minute and I'll be happy to help you in any way I can.
Scott
Scott Wright
Willow CSN
630-832-7669
swright@willowcsn.com

[gkern]

We are an outsourcing company and have several options in Mexico, Central America, South America, and the Carribean that would work well.

Give me a call if you are interested in talking about the details.

Greg Kern
Sitel
512-261-0409

[Alan Clayton]

We are working with a number of Spanish speaking sites in a vendor neutral manner and so we would be more than happy to look at your requirements and help you find the right fit.

Call me at your convenience so we may chat

[mdbabb]

Do you think any more sales people can promote their products in this reply? Really - don't you have any shame? Isn't a forum where users can get advice - not a sales pitch for your product????

It sounds like your first step should be to really identify your requirements. It sounds like you have a good first start.

Many of the ACD products on the market today offer the capability to route ACD calls to telecommuting agents, provide real-time monitoring, as well as extensive reporting.

Avaya, Nortel, and Aspect are vendors that have experience in providing technology solutions to resolve these types of issues. You might also consider using an ACD vendor, like Ineto, that only requires a PC and analog phone line to route calls. They used to charge on a minute basis, so that may be a easy way to set up a inbound center and then evulate your long-term technology and staffing needs. You could also outsource after the fact as well.

If I can help you in any way for advice, please contact me at michelle.d.babb@kp.org.

[Inesr]

I believe that advice provided through this kind of forum should include possible solutions.

How can somebody who really believes in his/her business not offer an alternative, once identifying it could be the solution for that particular company?

No shame in letting other people looking for solutions know that you're business is an option!

[Ruben]

We are in the process of opening our call center in Mexico with Spanish speaking reps and will love to speak with you. Our reps are Mexican nationals and educated.
ruben_barron@yahoo.com

Ruben

[Ruben]

Are u still looking for this kind of support? We are in the process to implement a call center in Mexico and should be able to meet your requirements.

For more details contact me ruben_barron@yahoo.com

[Inesr]

Good morning Kappy!

Have you found a solution to your outsourcing needs?
Feel free to visit our web page www.directresponsource.com. We are physically located in Puerto Rico. Perhaps we can assist you in finding the best solution to your needs.