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The following article was published in our article directory on December 22, 2010.
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The Most Common Outsourced Call Center Services

Article Category: Business

Author Name: Terry Stanfield

Call center services are among the most outsourced functions and departments of many companies in first world nations. From internet providers to collections services to foundations, most-if not all-of them have probably gone through call center outsourcing and are maintaining an outsourced arm somewhere offshore. But why are such services like telemarketing companies or collections divisions of huge corporations being outsourced? What sort of advantages do these services get out of being outsourced?

The common factor in most of these outsourced services is that they revolve around communication. Communication through the phone or VoIP or chat-whatever it is , the customers of the companies involved need to talk to a representative of the company to get what they're after (or vice versa, like in collections). That's why services that focus more on communications are outsourced; services like these mentioned here:

Customer support functions - from inquiries to account issues to service related issues . Call center services that revolve around customer service through over-the-phone contact are indeed prime candidates to be outsourced, and for good reason.

The countries being outsourced to have a workforce that is literate, and fluent in the English language . Combine that with the fact that the countries from which such a workforce can be garnered have very low exchange rates to first world countries, and you get acceptable service standards (when it comes to communication in English) with lower expenses (when it comes to operational costs).

Technical support functions - while customer support responsibilities often also apply to technical support, the actual field of the "technical" falls beyond the normal scope of customer service.

The same concept applies, the company outsourcing their technical support arm not only gets acceptable service and performance standards, but also pays much, much less for it. Not only that, but they also get to take advantage of a workforce that is naturally keen on the technical and methodical (like how people in India are good at computers), therefore bolstering customer service even more .

Telemarketing functions - This is also one of the most common functions that is outsourced to other countries. It's not that people from other countries are better at selling stuff, it's just that training them to be good at it costs a lot, lot less .

Again, the duo of reduced operational costs and sufficient English fluency is the main factor here. Not only that, but when it comes to telemarketing training which a company can choose to be as extensive as they like, they wont have to worry about accruing too much training expenses because this is also outsourced.

There are a bunch of other roles and functions (as well as sub-roles and supporting functions) that are commonly outsourced and developed offshore from the main body of the company. While the practical advantages are great, in the beginning of the outsourcing trend a lot of maintenance and sustainability issues had to be dealt with-and there are still some of them left to be tackled. But being more than a decade old, outsourcing call center services has been stabilized and standardized to the point that sooner or later, a successful company will have to consider it.

Keywords: outbound telemarketing companies,telemarkecting programs,lead generation firms,lead generation companies

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