Forums   Reply   Statistics   Sign Up   Search   F.A.Q.    
Customer Service Manager Forum / Who's Who /

Outsourcing a portion of a call center

Author Message
Engineer
Member
#1   Posted: 13 Apr 2006 04:44
 


I need to explore the feasibility of outsourcing a portion of a 24/7 customer support center.

shiviee
Member
#2   Posted: 2 May 2006 14:46
 


Well there are various geographic locations you can outsource to Canada, India, Mexico, china. Depending on the need and the cost saviing that should drive the location.

bukolakemi
Member
#3   Posted: 17 May 2006 07:32   Edited by: bukolakemi
 


Hi

Reducing the costs via outsourcing is all well and good on one hand but remember to ask yourself what the impact on the quality of service will be to your customers if you decide to go ahead and outsource.

Obviously it depends on what you are considering to outsource.

Why and what do you want to outsource and from which country - (if I may be bold to ask)

In the UK, experience has shown that cost savings made from initial outsourcing exercises do not equate to a lot if the quality of service is becomes so poor to the extent of an organisation having to bring the outsourced services back in house again.

Today, a Customers' expectation is so high that companys cannot afford to jeopardise the quality of service that they provide.

esteneker
Member
#4   Posted: 5 Jun 2006 01:45
 


Hi 'Engineer',

Many companies run after the promises of low cost with the same of higher quality expectations. Yet they have never even organized the service they want to outsource as a separate service within the company.

A good first step to check the feasibility, is to work out the how you would organize the separate service in your own company... this should bring some clarity about which parts you want to keep inside the company, service level agreements, constraints such as language barriers and time-shifts, versus the goals of the business.

Once you have defined the 'service' within your business, it should be much easier to outsource that specific function.

Hope this helps.

Kind regards,

Erwin

LadyDi54
Member
#5   Posted: 9 Jun 2006 18:01
 


Have you considered the option of homesourcing- using at home agents? Many companies use them and are quite satisfied. There is much agent burnout in a 24/7 cc, so at home agents may be a consideration as most are part time.

rkevinplata
Member
#6   Posted: 18 Jul 2006 23:00
 


Hello Engineer,

Have you scouted around Manila? Many companies are now doing business here with its low cost plus outstanding human resource. Also, training people is a breeze. Not that I'm biased because I live here . . .

Kevin

nomka12
Member
#7   Posted: 23 Aug 2006 16:50
 


Engineer

nomka12
Member
#8   Posted: 23 Aug 2006 16:54
 


Hello Engineer,

If you are still looking for a cost effective solution for outsourcing customer service, I would be more than happy to provide you with a quote. Our call centers are very cost effective, without compromising quality, because we use VoIP technology. We are located in the US and Europe. If you are interested you can give me a call at 1-877-526-6652 Ext 406 or you can get more information and request more information at our website www.nomka.com. Thanks

Norma

 Your answer Click this icon to move up to the quoted message

» Username  » Password 
Only registered users can post here. Enter your login/password correctly before posting a message, or register first.