1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

About Call Center Services (Not selling, Not promoting and Not Spamming)

Discussion in 'BlackHat Lounge' started by meikibay, Aug 28, 2013.

  1. meikibay

    meikibay Newbie

    Joined:
    Jul 14, 2013
    Messages:
    27
    Likes Received:
    19
    Occupation:
    Full Time Business Man
    Location:
    Portugal
    Hi guys, this isn't an offer of any kind it's just a simple question i'd like to ask you, that's why it's in the Lounge Section.


    I've researched a bit in the Forum and I've noticed a few years ago some of you were interested in Call Center Services, some because of leads, others trying to provide services but i haven't found anything specific on that subject so here are some of the things i'd like to ask you:


    Is there still a market for this?

    Would any member still be interested in hiring someone, maybe to cold call, to sell or up sell, even account management ?

    How's your experience with some provider you may have already used? Good/Bad experience?

    Are Leads still a good market to get into?

    Do you think that hiring someone to act like a VA for you over the phone would be added value to you and your business?


    I don't want to be spoon fed just wanted to know if this was something that might interest someone still, so that maybe i could start thinking on doing something in this field.


    Like in any other business there's always some research, this is mine, hope you understand.


    I've also noticed some Pay Per Call mentioned in some methods and some explanations about it but i'm not sure if that would be the path i wanted to go to. Specially because I haven't learned (yet, because i'm still learning and reading) about some specifics (like proxies, and all that).


    Hope you guys reply,

    Cheers:cool:
     
  2. meikibay

    meikibay Newbie

    Joined:
    Jul 14, 2013
    Messages:
    27
    Likes Received:
    19
    Occupation:
    Full Time Business Man
    Location:
    Portugal
    Hey guys, just a small bump on the thread.

    I've more than 100 views and still no replies, seems no one cares about call centers any more am i right?

    Cheers
     
  3. Black.Cat

    Black.Cat Junior Member

    Joined:
    Jan 4, 2013
    Messages:
    169
    Likes Received:
    174
    Hello. My opinion is that there is still a need for this. But it takes a while and some investment before you hire the right people for you.

    For example, if I wanted a web design business. I would just outsource cold calling. So if I could find an outbound CC who would be able to deliver leads ad convert, who would tailor their scripts and the training of their agents I would go for it.

    An alternative would be to not hire a company but do it the freelancer route. HOwever, I imagine it would be a lot more headache.

    May I ask why you are interested in knowing? Are you planning to start up a call center?
     
    • Thanks Thanks x 1
  4. meikibay

    meikibay Newbie

    Joined:
    Jul 14, 2013
    Messages:
    27
    Likes Received:
    19
    Occupation:
    Full Time Business Man
    Location:
    Portugal
    Thanks for the input Black.Cat, it's really helpful.

    As you may have noticed i'm a noob and a fresh member to BHW, but I've worked in the CC field for a long time plus the sales field is something i'm passionate about. I've managed a team of door to door sales and it was one of my most rewarding jobs ever.

    I'm interested in knowing because i'm in the process of closing a deal for hiring a team and start a small Call Center team to do some cold calling, setting meetings and some other stuff like some VA's that can do small tasks. It isn't guaranteed it will go ahead (it never is until everything is taken care of and negotiations take a while) but even so i'd like to give it a fair shot.

    I'd like to start up a call center and i know i can get a great team to do it with/for me. Just seeing what's my options at this point..

    Thanks, Cheers.
     
  5. Black.Cat

    Black.Cat Junior Member

    Joined:
    Jan 4, 2013
    Messages:
    169
    Likes Received:
    174
    Well. Good luck with your project. I used to work in the CC industry too. Are you gonna be targeting companies or are you thinking more like, VA's for inividuals?

    I also used to work some odd jobs in Odesk and other freelancer sites. I dunno the setup now but years ago, organizations can put their teams there and bid on jobs as a team. If you can build a solid team who have been trained (whether your in-house training or hiring people with CC experience. You might wanna check that angle. Setting up a team and working as a team for one big client might be more worth it than setting up a team and working for a handful of individual clients. The reason is managing a group of people might be harder if their tasks are different. Plus mastery of the tasks and feedback from team members will help the team.

    Or you can go the hybrid route. Having some parts of your team provide to individual clients and a core group providing to companies. (Big headache in my opinion but provides more flexibility)

    Some factors to consider are:

    1. The size of the team/teams you want
    2. Whether your team members will be from your location (managed personally in an office) or the freelancer route
    3. Your location

    Some scenarios that might be of use to you:
    SCENARIO A: In-house training CC
    1. You train agents in handling general issues (problems that you will be providing solutions to) in an office
    2. You pay them as they are being trained. (1-4 weeks or so depending on their skills)
    3. When they hit the floor, they will be ready and provide great service
    Pros: Competent agents. Quality Service.
    Cons: Huge startup amount

    SCENARIO B: Freelancer Route
    1. Interview and assemble a team from online freelancers
    2. Bid as a team on projects

    Pros: Lower startup price (no or minimal training)
    Cons: High attrition rate, Agents may be uncertain of a lot of things, Agent Productivity Monitoring is harder.

    I used to work for a CC that provided service for the biggest companies in the US. It's a tough job. But I'm sure you already know that being from the same industry. Arm yourself with research. And good luck. If you ever make it, share your experiences here, you never know when a big player may want to do a JV. And CC is one of the industries where synergies produce exponential results.
     
    • Thanks Thanks x 1
  6. AcmePlaques

    AcmePlaques Junior Member

    Joined:
    Aug 8, 2013
    Messages:
    106
    Likes Received:
    16
    Occupation:
    Marketer
    Location:
    World Wide Web
    Home Page:
    Hi,

    I thought I should ad my certain situation being that I manage multiple teams doing different types of lead generation projects. There are alot of bad call centers out there, so if you are looking to hire a team, interview every member of the staff and ask for a video call to see there operation.

    It's all about how you manage your team, how you prepare them, and overall how you treat them. Many good centers willing to work on good project. If you have the capital, do it in-house! I have teams/agents available for anyone who is in need of some good english speaking agents. ENGLISH SPEAKING is so important. Don't hire from India unless you have a good feeling about it.

    Don't expect to hire freelancers for $1/hour and expect a return. I see ads of people looking for commission only or $1-2/hour, don't waste your time interviewing the idiots that want to work for that. My experience is now your knowledge. Go big or go home
     
    • Thanks Thanks x 1
  7. meikibay

    meikibay Newbie

    Joined:
    Jul 14, 2013
    Messages:
    27
    Likes Received:
    19
    Occupation:
    Full Time Business Man
    Location:
    Portugal
    Wow, thank you very much for the input, i really wasn't expecting it. Lots of great info here.

    As for posting it here i'll do it for sure once i'm able to set everything up properly.

    From what you've described i'm going for Scenario A, with such high rates of unemployment on my country i have a couple of people i know (including some close friends) that i can definitely train and manage, plus i can do it almost for free so my costs will be on the infrastructures to be able to provide a good service, this includes high speed Internet connection, PCs, land lines, software to manage the work needed to be done.

    From my experience (I've also worked in a fast passed environment at one of the biggest Investment Banks in Portugal so i know what's in stake) i do rather take a good contract for one major client but since that may take a wile my focus will be to take small clients and provide a great service to them providing VA's and CC services all the way around.

    My long-term goal will be to train good employees and get to a point where they can start growing and recruiting their own team, bringing in more clients and more services. I understand that this takes time and trust from both parts but by building good foundations to the company this is achievable.

    Scenario B will only be on the table if (and i hope we can get there) i can close lots of deals and can't keep up with demand and manage all the recruitment and training.

    Thanks once again for the input and the Support.
     
  8. meikibay

    meikibay Newbie

    Joined:
    Jul 14, 2013
    Messages:
    27
    Likes Received:
    19
    Occupation:
    Full Time Business Man
    Location:
    Portugal
    Totally understand you'r point, i want to create something i can be proud of and definitely not going for the cheap route.

    We learn English since we are 5/7 years old, so not too worried about it, plus we learn not to develop accents which is a big plus.

    Like you mentioned Training is the most important thing on this kind of business and i'm aware of that, i wont be the kind of business owner that sits and waits for the results to come, i'll take actions as soon as i check that something might be going the wrong way.

    As for the hiring of freelancers i'm not really counting on it, i do want to GO BIG right from the start, so hiring in-house will be the path i'll choose.

    Thanks for the input and please keep them coming, Cheers.