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SpinDistribute.com Article Directory

The following article was published in our article directory on October 26, 2010.
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Six Keys to a Successful Call Center Outsourcing Program

Article Category: Business

Author Name: Carolyn Stanfield

A call center outsourcing program can concentrate the phone work of your company into a pure core of finely-tuned customer relations. The call center specializes in dealing patiently with your customers or potential customers, unlike many of your employees who are more in tune with their specific jobs within the company. The call center is a special adjunct to your business that helps it grow.

You do not need an expert in outsourcing to set up a program, but it helps to have a little direction. Here are six keys to setting up your company to work with an established call center.

1. Get the cooperation of on-site employees of your own company.When the members of your company realize that there are jobs going outside the company, they may be offended at first; but, if you explain to them that the telemarketing services will help the business in ways they can only begin to imagine, they will quickly get on board with it.

2. Round up company literature about products and services, and supply it to your call center staff. They can only present the products well if they know them well, and you can make sure that they have all the information they need.

3. Have one company specialist, and at least one person to back her up, to be in charge of communicating with the telemarketing companies daily. This liaison will keep things running smoothly, and deliver any complex messages, that cannot be explained in an email, between the call center and the home company staff.

4. Make a routine system whereby leads generated by the center can be transferred to the sales people in your home company. There should be a direct method for the sales staff to get the leads as quickly as possible so they can act on the information while the person is still interested.

5. Set up a way to pass along information to the center about sales and promotions. Call center outsourcing is the most effective when you use the phone workers to do some of your advertising for you; they can do that easily by mentioning upcoming deals the company is offering.

6. Respond to messages from the center about customer requests. You will give the center staff a certain amount of leeway in catering to a customer's demands; but there comes a time when a higher authority is needed. Be sure to have a system whereby the center worker can get that answer as soon as possible.

There is no way that call center outsourcing will work if you sign up and ignore it. The call centers are helpful and professional, but they do not run without your input. Take the proper steps to make your program successful and your business will prosper.

Keywords: outbound telemarketing companies,telemarkecting programs,lead generation firms,lead generation companies,business,sales lead generation,qualified sales lead generation,b2b lead generation call center,lead generation,marketing,business development,business marketing,prospecting,sales

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