This is a guest post from Derek Gallimore from Outsource Accelerator. Derek’s blend of extensive international business and travel experience means that outsourcing came relatively naturally to him. Derek has been in business for over 20 years, outsourcing for over seven years, and has lived in Manila, Philippines – the world’s outsourcing capital – for over five years. He has worked and lived in five countries and worked and traveled through dozens more.
A great business focuses on building customer relations. They need to reach out to their customers to fulfill their service needs, such as inquiries, service-related concerns, and marketing offers.
Someone needs to follow up on billings and collections. Another person needs to send out newsletters to its clients. When a new product or offer comes out, someone must inform the customers either through calls or emails. In some cases, someone also needs to gather data regarding customer satisfaction and commentaries on what needs to be improved in their products.
It can be tedious, especially for startups and small businesses with a few people on it to man these tasks at once, so strong customer service and sales teams are needed to fulfill these tasks.
Good thing is, businesses can rely on call centers to manage these activities. This article will tackle:
- Pros and cons of call center outsourcing
- Costs of an outsourced call center team
- How to find and hire a call center
- Best practices in hiring a call center