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Oz Call Centres INDEX

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Call Centre Outsourcing
 
Call Centre activities are an ideal candidate for outsourcing.  Over the last three years the call centre Industry has been one of the major growth areas for outsourcing.  What was once an important internal function, is now just another commodity which can be performed better, faster and at lower costs by outside agencies.
Traditionally service bureaus have:

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served as a bridge by handling high call volumes during peak seasons/product launches.  

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allowed firms to test something new without incurring capital expenses.  

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to stay competitive by offering the latest
technologies and an empowered, well trained
staff.
 

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have been a sound model for diving into
sometimes uncomfortably new and complex
technologies, such as live web connectivity/web dialogue.
 
An in-house call centre can actually erode shareholder value.  Call Centres today require buckets of capital expenditure dollars to maintain and continually upgrade their infrastructure, technology and staff training to ensure happy and satisfied customers.  It is very difficult for an in-house operation to compete with a current best-practice specialist service provider.
A typical in-house call centre is measured on call production - the cost of each transaction rather than Call Outcome - customer retention or prospect handling.  Successful call centre service providers fully understand the importance of both sets of metrics.
Who Outsources ?
1. Firms who have an internal T.M. or C.C. capability
- but realize some or all campaigns can be better performed at less stress and money outside.
2. Firms with no internal T.M. or C.C. capability
who have all their 'campaign eggs in one basket'/one contracted (outside) C.C. but have seen the light and now use up to 3 or more C.C.'s to farm-out their various types of campaigns.  The result: a healthy, competitive work assurance policy/supplier arrangement.
3. Call Centres
- small C.C.'s to large C.C.'s with the latest hardware.
- large C.C.'s to smaller lean, specialist C.C's.
- C.C.'s to C.C.'s to handle:
- call over-load.
- out-of-hours call handling.
- specialist client 'add-on' multi-lingual or technical campaigns.
4. Government and Local Authority Departments
- who understand they can better concentrate on what they do best and not be burdened by the expense and time spent owning and running a C.C.
5. Large Outsourcing C.C.'s or Agents who specialize in managing/running outsourcing projects
- and farm-out small, specialist or regional campaigns to other better suited local service bureaus or agents.


 
 
 
   
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