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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



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




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