Call Center Outsourcing Services

There are a variety of call center outsourcing services that a business can use to improve its competitiveness, performance and profitability.  Basically a business uses call center outsourcing (subcontracting) to provide or supplement a variety of business functions.  For example, these might include:  telemarketing, customer service, lead generation, telesales, market research, collections and others.

Save Time

One of the key benefits for a company is that it helps save time for company management. Because time is an asset that is always limited, cannot be purchased, is often wasted, and critical to the success of any company.

The underlying assumption is that the call center function is NOT a core focus of the company. So the company management is involved in managing the provider relationship and not the call center operational details. Consequently, company management saves time for more productive business activities.

Reduce Costs

Call center outsourcing solutions provide the opportunity for a company to produce significant cost savings related to its call center functions. Because most companies are under pressure to manage or reduce costs, using a third-party provider is generally less expensive than doing it in-house.

Specifically, your company can eliminate costs related to facility space, infrastructure, call center technology, support, capital, and most significantly, labor costs. So this can produce significant savings for your company because labor is the highest percentage of the call center function.

Scaling Options

When a company is in its growth phase, it is time to scale up. That is, it needs to make decisions to adjust, grow, and expand profitably. Accordingly, the variety of call center outsourcing solutions allows a company to manage this growth phase.

Our call center outsourcing services allow a company to adapt to the growth and changes in this business phase. However, the company is still challenged by the required overall planning, funding, systems, staffing, processes, and technology. But using our call center outsourcing services provides a company with a variety of options to help scale up for these challenges.

Increased Flexibility

For a company to be successful in this changing world, it must be flexible. Specifically, the business environment constantly experiences rapid changes in technology, economy, client behavior, and governmental legislation. Consequently, only companies that are flexible to adapt to these changes will succeed. Conversely, more rigid companies will fail to adapt and not survive.

A company’s response to change is by evolving. Consequently, most flexible companies do not fight change. But rather they accept and adapt as a normal aspect of the changing business environment.

Our Personnel

People are the cornerstone of our business and attracting and retaining highly motivated personnel is a critical success factor. So, our personnel is equipped with the best tools to make them successful in their job.

They are educated and trained on an ongoing basis on all the key aspects of their job. Also, we link pay to performance.

We allow and encourage employees to rotate between different client programs, and we encourage them to grow in the organization by taking on more responsibilities. Consequently, this results in higher customer satisfaction and lower cost for our clients.

We hire selectively (95% are bilingual, 85% have lived in the US) because we know that the best people deliver the best results.

Our Quality

Our service representatives undergo an initial month of training. Accordingly, they receive periodic evaluations by the Supervisory, Training, and Quality Assurance personnel. Additionally, all service representatives are subject to random, online monitoring.

All customer calls are recorded, reviewed, and archived. Also, data files are proofed by QA and IT groups before client delivery. Finally, all Operational groups are available to adjust processes in real-time.

Our Process

Contact Us – Our business development staff will take the time to understand your business requirements and goals to personalize our call-center services.

Service Agreement – We will then send you a written service proposal outlining recommended services and fees. Then, once you are fully satisfied (we expect changes), we assign resources.

Project Preparation – A Project Manager is assigned who acts as the “point-person” that fully understands and is responsible for your project’s success. Basically, he/she will be responsible for communication and coordination of resources to reach your targeted start date.  Then the technology is set up and tested, specific account information and customized scripts are developed, and the service representatives are interviewed, selected, and trained.

Start Date – Once you are completely satisfied with your project details, service representatives, and mock test calls, your project goes live.

On-Line/Monitor Results – Your Project Manager will monitor your project daily to ensure that we are constantly meeting your expectations. Also, you will receive daily project production reports and voice recordings for review.  Furthermore, you may also review “live” customer calls remotely and in real-time. Likewise, we analyze and make changes to your project whenever we and you feel necessary, recognizing that your business needs are always changing and that we should always be improving.

Company Resources and Risks

A call center outsourcing program for any company is an investment of resources and entails risks. Consequently, Nexus Teleservices takes a consultative approach in its call center outsourcing services to minimize your company’s investment and risk.

Accordingly, our staff reviews with your company throughout each step of the telemarketing program to assess results and, if necessary, make adjustments. Finally, we offer your company low minimums, flexible pilot programs, and customized pricing methods to allow you to focus on your core business.