I dont understand the whole outsource phone agent thing. If you go thru an agency expect to pay more than you can hire an English Speaking American here in America. If you are looking to hire a Filipino or Indian from their home, good luck on that one. (believe me, we have tried). First the time difference is a killer, unless they are used to working alone, out of their home at 3 am? , going hourly rate is $3-4.00 per hour, do you actually think a 3-4 dollar an hour worker can afford broadband, computer, and accessories? They work form internet cafes where the quality and noise sucks. The dialect is really the biggest problem. Fortune 500's have spent millions on "accent neutralization", whatever. What they dont understand is American culture, slang, wit, rebuttals and sales. DO you really want this to represent you and your business. We learned the hard way. Dont go cheap, keep it here and pay for it. The best of the best work for the airlines, Computer Companies, Phone Carriers etc. Have you ever called and spoke to one of them recently? What a joke, and they have been put thru months and hundreds of hours of training. They can only watch so many reruns of Seinfeld and Ugly Betty.
Keep going, once you get the right setup, outsourcing is a cash cow.
