Virtual Call Center for SMBs

Call Center
CRM on demand
Virtual Call Center
I'm interested in a virtual call center. I've looked at some of the larger firms like LiveOps, and I like their technology and business model. But I'm a small company, and the the firms I've found don't want to work with me. What suggestions might you have for me? Thank you.

Answer Wiki

Thanks. We'll let you know when a new response is added.

I know I’m coming a little late to the game here, but I just found this posting while reading other articles.

A lot depends on what you are looking for in a contact centre. Do you just want someone to answer the phone and take a message (answering service), or will they actually need some knowledge of your business, perhaps to route calls to you or your staff when appropriate. Are you looking for someone to do troubleshooting? Order entry? General customer service? Outbound sales? There is a lot to consider. What is your budget? What kind of coverage do you want? (Business hours? Extended hours? 24/7?)

Take a look in your local jobs section of the paper. How much are other companies offering for a similar position? How much would it cost you to directly hire someone to do the job. Don’t forget the “hidden” costs of employee/employer taxes, additional equipment and maintenance of that equipment (PC, desk, chair, phone, etc). What happens if you rely on one person, and they are sick? Is there a backup?

Now, consider contact centre costs. You *should* be able to get more bang for your buck, but a good contact centre isn’t going to be cheap, either. Especially if you want to keep your calls in the same country as you (I’m guessing you are in the US, but that is just a guess). Sure, you can off-shore your calls, but will your customers respond well to that? Think they won’t know? Think again.

You’ve mentioned a virtual contact centre, so it sounds like you’ve some some homework already, which is good. Sounds like you are comfortable with the idea of work-at-home agents, VOIP communications, and remote management. Or, at least willing to give it a try.

A quick search just as I write this shows a few other centres. Here’s a random selection (perhaps you’ve already looked into some of them):

Working Solutions.

Will this company work with you (if you are still looking), I don’t know.

Discuss This Question:  

There was an error processing your information. Please try again later.
Thanks. We'll let you know when a new response is added.
Send me notifications when members answer or reply to this question.

Forgot Password

No problem! Submit your e-mail address below. We'll send you an e-mail containing your password.

Your password has been sent to:

To follow this tag...

There was an error processing your information. Please try again later.

Thanks! We'll email you when relevant content is added and updated.


Share this item with your network: