call center management

There are two possible ways to organize the call center: by the company itself on its territory or with the involvement of an outsourcer. Let’s compare approaches on several parameters and find out whether it is worth transferring this important process to the wrong hands.

Criterion

Your call center

Business plan

Organization of the effective work of the department begins with planning. In order to draw up a detailed business plan, it is necessary to involve staff members or attract outside specialists.

Technical equipment

As a rule, inexpensive equipment is purchased that does not provide the high quality of communication with the client.

The premise

To save space or expenses for the maintenance of the premises, the dispatching service is often placed in an unsuitable place for its work: too close and noisy.

Staff

Time and financial costs are required for staff training, as well as a monthly payment for their labor. The additional burden falls on the shoulders of the personnel department and accounts department.

Scheme of work

The work of the call-center should be organized by the company independently. It takes a lot of time and effort, especially at the first stage.

Reliability and quality of services

There may be malfunctions due to poor quality equipment and low staff qualifications.

Scalability and flexibility

When there are new tasks and workloads – for example, if necessary in a marketing research – you have to spend time training staff and setting up equipment.

Outsourcing Call Center

Business plan

In order to get qualified recommendations on the organization of the VoIP call center, you just need to voice the contractor with the goals that you set for the department now.

Technical equipment

Companies that provide call-center services operate on high-quality, expensive equipment that fully meets modern needs.

The premises

Operators work in special rooms, organized at a rate of 20 square meters per person.

Staff

The staff is already selected and trained. Their salary is included for the customer in the cost of the service.

Scheme of work

The contractor is responsible for settling all problems arising in the course of work.

Reliability and quality of services

Failures are extremely rare, the contractor is responsible for the quality of communications, including financial.

Scalability and flexibility

It is enough simply to put new tasks, the contractor will take care of the details of their implementation.

According to CNews, the advantages of call-center outsourcing cause annual growth of demand for this service by 10%.

Cost of call center organization

How much will the call center cost? Let’s count. The main expenses of the call-center are its operators. Their qualification defines is no less important than the quality of equipment.

At the same time, you are responsible for servicing the workplace, buying or renting equipment and conducting training. If you order a call-center service from a third-party organization, for 3000 minutes of incoming calls you will pay from $ 300 per month, while the details of the operator and equipment will not concern you, and the quality of customer service will be higher. In addition, you save on the lease of space to accommodate the call center.

Summarizing the above, we can draw the following conclusion: a call-center (no matter big or a small one) is necessary for almost any company. However, not everyone can afford to organize an independent organization of the department, and sometimes there is simply no point in this (for example, with a clearly expressed seasonality of business). That is why in many cases it turns out that it is faster, cheaper and more reliable to organize a call-center, giving the process for outsourcing. Thus, you increase the profit of the enterprise; spend less money and time on organizational and technical issues.