Offshore Outsourcing & Scammer
Blog about offshore outsourcing and scammer in the outsourcing industry
Call center owners go quality instead of quantity
by Rudolf Faix Monday, February 16, 2015 3:52 AM

I know it is hard to bring quality if the broker or the customer thinks that everything is free and they need only pay for sales and not for the work, which is behind the sale and are even thinking that you need to take all the risk. The highest risk is their own product, which they are not able to sell by using a normal way like in a shop. Reject such offers like I have described it in “A LinkedIn offer where the broker likes to reinvent the slavery - David Goodstein”. The result of taking such an offer will be that you are destroying your own reputation. 

A good sale needs time. You are expecting a good quality work from your agents. Why are you making it hard for your agents by using such dialer where the called person hears a prerecorded message while you are connecting to your agents? 

If the caller gets it, that he is listening to a tape, he knows already that you nothing else than a Call Center. The sound of a recording is different than the greeting of from the agent even if the recording is from the same agent, which shall pick up the phone. That is not a technical issue it is depending from the stress and mood of the agent, which changes the sound of his voice during the shift. 

Use another system than such a dialer like described before. Your agents are not robots. Let the agent decide his own workflow and working speed. This will reduce the amount of called people over the phone per hour, but will increase the sales rate. Use a system like “Click to Dial” or “Code to Dial”. This can be simple done by your internal website with a button like “next caller” or by dial a code at the phone. In such a case the phone of the agent rings first and the VoIP System will dial the next caller in the list. Sure the agent need to wait until you reach someone, but the agent is already in the line and the called one does not hear a prerecorded message.

Let your customer provide the data of the people which you should call. Your customer knows better the target group of his product. For this he can make a better selection by using an address broker. Good address brokers in the US are trading their addresses only if you are using an IP-address from the US or you have a postal address in the US. The data, which get traded here from one center to other centers, are useless, because they got already used too many times. Good data are expensive, but your customer likes to sell his product. If your future customer does not like to provide data, than he is too greedy in any case and his product is from a very low value too. Such products don’t get sold good. In such a case you should take only the contract if he is paying per agent, hour, phone minutes, data and the necessary clean up against the “Do not call list”.

Make your own fair contracts and conditions for which you are working. These contracts, which I have seen until now from the brokers and customers don’t have even the value of the paper on which they will get printed. You have only duties and no rights in these contracts, which I have seen until now. They are only for ripping you off. If one point of your contract does not fit for your customer, than this point can get negotiated, but don’t let get yourself ripped off.

 

Tags: , , , , , , ,

Call Center Quality Guidelines

Filter by APML

Follow me

AboutMe

I'm since more then 35 years in the computer business (programming and technical support) and using the Internet since it has started. Since 2002 I'm programming solutions for Asterisk and since 2004 I'm in the call center industry.

Disclaimer

All data and information provided on this site is for informational purposes only. I make no representations as to accuracy, completeness, currentness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis and is only representing my own opinion. By browsing or using content from this site you accept the full legal disclaimer of this website.