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Outsource call centre

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  • 10-04-2007 8:19am
    #1
    broadsheet
    Closed Accounts Posts: 57 ✭✭


    Has anyone here got experience with call centre outsourcing, in other words getting a hired call centre to handle your calls etc


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    #2
    Dundalk Daily
    Closed Accounts Posts: 583 ✭✭✭Dundalk Daily


    surely someone has some experience :confused:


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    #3
    ballooba
    Registered Users Posts: 6,315 ✭✭✭ballooba


    Duplicate accounts?


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    #4
    kenco
    Registered Users Posts: 1,080 ✭✭✭kenco


    I have some experience from a number of angles on this.

    If you are having problems on an ongoing basis then an outsourced function can help in some cases. If the callers are looking for basic info such as forms, etc then a good outsourced solution can throw bodies at this, answer the calls as you, etc. If the information the caller is looking for is sensitive (e.g. account details) then this could be a major commercial/contract headache to sort out. Cost can be a big issue but again this depends on how good your negotiators are. In outsourced call centres it is the norm for the agents to be answering calls for up to 3 different companies in any one day (the phone tells them who to answer as)

    Sometimes the problems in the internal call centre just need some good investigation and can be solved easily via process changes.

    A good example here recently is NTL who outsourced some of their support call centre. Wait times went from 45mins to less than 5 but that said it did take the new agents time to 'learn' the NTL issues but all seems to be significantly better now.

    How this helps somewhat


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