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Call Center Services Buyer's Guide - Introduction

Call Center Services Buyer's Guide - Introduction

Published: 03/27/2011

» Marketing Services
»» Call Center Services

Introduction

 

Hiring an outside vendor to handle your incoming calls can be a daunting prospect. To some of your employees, it may seem like an obvious business decision – others may feel that it is an expensive, risky way to treat customers and prospects. Add in the simmering debate about the merits of offshore call centers and you get a recipe for a contentious decision‐making process.

 

 

Call centers are often treated purely as a commodity. Avoid this trap! For many customers, the vendor you choose will be their primary point of contact with your business. Those interactions can have a significant impact on people’s perception of your company, positive or negative. Throughout the selection process, try to keep in mind that you are not just looking for a low‐cost supplier – you are looking for a partner who will have considerable influence over your brand and customer satisfaction.

 

 

BuyerZone can help you avoid the pitfalls and make the right choice. This Call Center Services Buyer’s Guide will walk you through the process of evaluating your needs, comparing multiple suppliers, and implementing a successful outsourced call center so you can request bids for your business.

 

 

Table of contents

 

When to outsource a call center

 

Preparing for your search

 

The offshore call center debate

 

Factors to consider

 

Evaluating a call center

 

Pricing

 

Contracts, metrics, and SLAs

 

Buying tips

 

 

 

 

Pricing guidelines

 

Call center pricing will vary based on the type of services you require, the experience and location of the provider you choose, and the volume of calls you receive. Here's a rough guideline.

 

 

 

Type of service

 

Estimated cost

 

Shared agents (handle calls for multiple companies)

 

$0.50 to $1.00 per minute

 

Dedicated agents (work only for you)

 

$10 to $25 per hour

 

Monthly minimums, setup fees, training, reporting

 

Highly varied – be sure to inquire