Call Center Directory

Need-to-know steps before choosing a call center

• Determine your purpose in hiring a call center.  Do you need inbound tech support, outbound sales, survey dialers, etc.?
• Take into consideration the market your company serves.  Language barriers could be a problem when employing offshore centers.
• You will need to know the exact number of agents needed to provide service for your company.
• Decide if you want to employ an onshore or offshore center.
• Review the historical data of your prospective call center.  Do they have a website?  How long have they been in business?  What is the attrition rate for their call center?  What projects have worked best for them in the past?  Find out the in-depth details.
• Get to know the purpose, vision, or mission of the center.
• Find out if the center is familiar with your specific campaign or project.  If they have previous experience dialing on a similar project, it will be a lot easier for training.
• Pay structure – do they require that you pay per hour, lead, or revenue share?  Depending on your project, one of these may be better for you than the other.