As previously featured in Progress in Lending's Tomorrow's Mortgage Executive

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The question that many people ask when looking into call center outsourcing or implementing their own: Why pay someone $27 an hour to outsource my call center, when I can hire someone for $13 to do the same thing? 

When getting ready to set up your own contact center, there are many variables to consider. Such as the cost of benefits, dialer costs, basic overhead, recruiting, training, and turnover. It's not just as simple as paying someone $13 an hour. 

Not sure if you should outsource your call center? Click here.

See the infographic below for more information on how much it costs per agent in-house vs. an outsourced call center. 

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Are you considering outsourcing your contact or call center? The BPO industry is booming no matter what vertical you're in and has proven benefits across the board. But the market is saturated with options to choose from. How can you confidently find the best one?

We believe the ideal qualities of a call center outsourcing partner fall into the following categories:

•Data

• People

• Technology

• Good Value

• Excellent Service

Below is a detailed breakdown for what to look for in a great contact center outsourcing company.

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INTRODUCTION

So you’ve decided to outsource your call center. You are now tasked with finding a company to take on this monumental responsibility, and there is an endless pool of contestants to choose from. How do you decide which is the right provider for you? This worksheet download is here to help guide you in your search, and hopefully make an overwhelming process a little bit easier.

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In the realm of Contact Center Outsourcing there are a lot of misunderstandings and myths that seem to swirl around the topic. We're here to discuss 11 of those common misconceptions, from cost to quality, we want to clear the air some, and prove that outsourcing your call center may be the answer to growing your business after all.

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INTRODUCTION

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Outsourcing call centers to countries like India and the Phillipines might be tempting for businesses looking to lower costs. But it doesn't often pay off for them in the long run. An agent located in India may not be able to go off script or answer questions properly due to a language barrier. This can cause a frustrating situation for both the representative and the customer.

Keeping call centers local can mean the difference between retaining clients and losing business. 

Looking to outsource your call center? Here are 4 reaons why you should. 

Here are some benefits of domestic call center outsourcing: 

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This week, I had the pleasure of speaking at the 2nd annual Contact.io in San Francisco, joining hundreds of fellow like-minded folks who believe that the best way to reach a lead is by picking up the phone and calling them. Utilizing call marketing is essential in our world as a call center, and we maintain that call center outsourcing, even if you already have an in-house set up, is beneficial and more cost effective than in-sourcing only.

Below is video from my brief presentation outlining that those who think having your own call center is less expensive than outsourcing are not considering all of the variables that go into running one, like management, overhead, and recruiting/turnover, among many other things. Plus, there are benefits to working with an experienced call center and I go into those in detail as well.

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Call centers play an important role in the growth, and overall success of a company. If you want to grow, and are ready to take the step towards using a call center, there are two options: start up an in-house operation (which we know  has it's own obstacles), or outsource. So what are the benefits of outsourcing a call center? Here are 4 simple reasons why it is easier and makes more financial sense to outsource your call center. 

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