Call Center Companies?

Hi Will,

I personally have experience with outsourcing call center, both from an inbound and outbound perspective, while I was working as the Director of Marketing for ResortCom International. On the flip side, I've delivered a # of different call center solutions to clients while serving in business development for marketing services companies (such as my current employer, Harland Clarke).

Before I'm able to offer you a true recommendation (whether it be with Harland Clarke or a different company) I need to first understand what your needs are. Some call center companies are better price and performance fits than others, depending on what the business objective is. Also, there’s a big difference in approach and expertise when it comes to a B2B centric call center, vs. a B2C one.

Please feel free to reach out to me if you'd like to discuss this further. Thanks for your time and consideration.

Sincerely,

Dave Lovelace

Hello Will,
Please call me at your convenience to discuss the ARO solution. We offer a cost effective way to deploy experienced, domestic agents with incredible flexibility. You will get premium quality with great ROI because of our distributed workforce model.
I look forward to your call.
Thank You,

Joe

Joseph G. Gearon

Vice President of Sales and Marketing

ARO - The Alternative to Offshore Outsourcing

(866)587-8555

joseph.gearon@callcenteroptions.com

http://www.callcenteroptions.com/

Will:

We can help you with an outsourcing solution that is domestic or "near" shore. We enjoy a very impressive roster of clients and would like to illustrate what a great asset we can be. Please call me if you are interested in hearing more Bernie Huckestein (207) 942-3041

Will,

Aegis, a Dallas based global services organization provides customer lifecycle management solutions to 32 Fortune 500 organizations from our 38 domestic, near shore and offshore delivery centers.

When looking to outsource its improtant to complete a process due diligence which will enable you to make an informed decision on which parts of the process can be outsourced based on risk and fit.

Aegis provides a complimentary process assesment to enable organizations take informed decisions prior to outsourcing.

Pls drop me a line if you would like Aegis to asses your process for outsourcing.

Andre Silveira
Vice President
email: andre.silveira@aegisglobal.com

We have a US based customer service and sales center and would love to learn more about your company. Please contact me directly at sduthie@nurtureconnect.com with any questions that you may have any more information on your com

Good Afternoon Will,I would be intersted in talking to you in referance to your requiremnt for a US base contact center and seeking an opportunity to Introduce you with R Systems, Inc(www.rsystems.com).

WHO WE ARE:

We are a Global SEA CMMI Level 5 Information Technology & BPO company with an unwavering focus on customer needs as they relate to:

Outsourced Product Development, Enterprise Application Services & BPO Services.

We are based out at Sacramento, CA with 15 Different Delivery Offices across the globe and having strong Presence in US, Europe and Asia Pacific Market.We have been into the market since last 15 Yrs,Public Listed Company in India Financially Stable with Revenues run rate of $100M and a Strategic Partner of GE and Intel.

WHAT WE DO:

We offer a portfolio of Software Development & BPO Solutions.

And Talking about our BPO Capabilities so we deliver high quality, reliable and cost-effective BPO services to customers globally.

We have developed a unique joint-venture model of partnering with 200 High Tech, Telcom,Health Care & Financial Service companies to create a dedicated virtual offshore, Onshore & Blended subsidiary complemented by highly skilled Contact Center Expert in 20 Different Languages.( Apart from English)

We partner with software & Telecom companies for world-class Contact Center Support(IB/OB) by aligning technology and competency based domain excellence centers that drive long-term value to our clients.

We offer the best of both worlds; the flexibility of outsourcing combined with the control of a captive subsidiary without the drawbacks of either.

Therefore in order to better understand you requirement and to get you a propose sclable solution as per your parameter I request you to kidly suggest a suiatble time from your calendar sometime on this or coming week for a brief concall.

[Would coming monday ( Dt: 11th Jan,10) @12:30PM - EST is fine with you ?]

understand that you have a busy schedule, However an early response would be highly appreciated.

Regards,

Aman Soni |Sr. Associate -Offshore, Onsite & NearShore Support|

R Systems Inc. www.rsystems.com
5000, Windplay Drive, El Dorado Hills, CA 95762
Desk No.(916) 830 8739 Fax:916-939-6337
aman.soni@rsystems.com

SEI - CMMi Level 5 | ISO 27001 | Six Sigma

Will,

We've found cost effective approaches either insourcing or outsourcing people only and maintaining infrastructure.

In the insourcing model, we use hosted contact center solutions from companies like USAN or Verizon, where the actual agents are our employees. In those cases we save on maintaining technology infrastructure while keeping control of the people processes.

The other way is for us to use outsourced people from companies like Convergys in places like the Philippines and have them access our internal infrastructure. We have a collections shop in Manila that actually dials from one of our domestic dialers.

Either way works for us.

Ray Barata

We are a North American Service company that is also MWDVBE Certified. Our centers are in the U.S. with one other in Nova Scotia. I would be pleased to send you detailed information of our operations along with positive comments from every one of our relationships.

We are very cost effective professionals with an extensive history in outbound, inbound and fulfillment services.

Warm regards
Roger Gloddy (roger.gloddy@jnet-llc.com)

Will,

Yes, there are many solutions. There are large companies like ACS, Sykes, Convergys, and many others. There are smaller companies that can also provide cost effective solutions. The most cost effective is to go with an organization where you are NOT a dedicated client. Meaning the CSR's are trained to take other calls to keep their occupancy high. You can still find cost effective solutions for a dedicated team as well. If you want to email me (christopher.k.shoemaker@gmail.com) or call me (5052288121), I will give you some names of some of the companies that I know of that will be able to assist you with very good service levels.

Cheers,

Chris Shoemaker

Thanks for your input and responses everyone. Looks like I have a lot to choose from. I will contact you through your provided info.

Will

Dear Will,

I have my center in India, I can do your work at a half price than what you are already spending. For example: If you are paying $20 per hour to one agent then I can do the same work in my offshore location with only $10 - $15 per hour, henceforth saving a lot of money.
More over I can provide you with live controlling facility where you can sit in your own comfort and check things happening in my location.
Please let me know your ideas and views of giving me the work to be done from India.

Regards,
Joyjeet Sahela
Office Manager | Credence BPO Pvt. Ltd
+91 9830108765
joyjeetsahela@gmail.com

Hi Will Please let me know what's the best way of reaching you. I would like to discuss with you our domestic and near shore capabilities at your convenience.

Jorge Serrano
jorge.serrano@marketinfosolutions.com
Market Information Solutions Inc.
Marketing Director
www.marketinfosolutions.com
Office: 619-399-1200 ext 205
Cell: 619-587-5530
Fax: 619-872-0749
1111 Bay Blvd. Suite A
Chula Vista, CA 91911

When looking at outsourcing your contact center needs, it is definitely a requirement not only to look at the "hourly" rate, but the cost of training, set-up, and scripting. Working with domestic, offshore and near shore companies, I am starting to see a very competitive market between all three when you evaluate it all as a whole. In my opinion, partnering with a smaller center can lead to lower per hour rates, and a more personable and enjoyable experience.

Hello Will,

You mentioned you wanted a cost effective solution, my name is Juan Ariza, I work for B-connect Services a call center in Mexico City, we have the skill you request at low rates compared to the ones you are used to hear, we have very well worked with Fortune 500 companies and continue to do so, we have over 14 years of experience and more than 3500 employees. Please feel fre to contact me at your best time.

Best Regards,
Juan Ariza
B-connect Services
jariza@bconnect.com

I represent a global contact center company with 2 facilities in the United States (Tampa and Atlanta) and 2 facilities in Romania. We have about 2,500 agents total and we provide call center support to companies such as Cuisinart, Lenovo, Avon, Sprint, Elizabeth Arden, Honeywell and many more. I would be happy to propose a CGS domestic solution against your requirements. Please feel free to reach out to me via phone or email with any questions.

Sincerely,

Scott McKinley
Vice President
Customer Support Solutions Division
Computer Generated Solutions, Inc.
Office: 813-249-3281
Email: smckinley@cgsinc.com

Hello Will,
I'm the insourcing program manager at Lands' End and we have all US based customer service centers and would love to learn more about your needs. We have (humbly) a fantastic reputation for customer service and would do an amazing job for you. Please contact me directly at lynette.dornink@landsend.com. Thank you!

Has any one received an answer from Will?

Jorge Serrano
Market Information Solutions Inc.
Marketing Director
www.marketinfosolutions.com
Office: 619-399-1200 ext 205
Cell: 619-587-5530
Fax: 619-872-0749
1111 Bay Blvd. Suite A
Chula Vista, CA 91911

Hi Will,

Focus has some information available on call centers. Specifically look into the Buyer's Guide and Comparison Guides that we offer. Best of luck with your research!

Buyer's Guide: http://www.focus.com/research/buyers-guides/contact-center/buyers-guide-voip-...

Comparison Guide: http://www.focus.com/research/comparison-guides/contact-center/comparison-gui...

Buyer's Checklist: http://www.focus.com/research/checklists/contact-center/buyers-checklist-sett...

Will -

Hope you are well. I'm surprised no one has mentioned the at-home agent model as an option for your needs. Home-based agent providers like Alpine Access provide the lowest-cost U.S.-based solutions available today, while offering a quality of agent that can't be matched in a traditional bricks and mortar call center solution.

If you are interested in speaking briefly about the at-home model, please let me know. Once I learn more about your specific needs, I'll be happy to further recommend Alpine Access and/or suggest other organizations best suited deliver upon your requirements.

David

David Parkhurst
Vice President, Telecommunications, Media and Entertainment
Alpine Access
(w) 720-559-4755
www.alpineaccess.com

Hi,

Please allow me to present our organization. You can have a look on our website on: www.solusone.com
Solusone is an award winning call centre software solutions provider based in Toronto, Canada.
A leading provider of Contact Center that has made powerful software technology to offer enhanced customer experience which is suitable to small to medium sized businesses.
Our Products/Services:
Predictive Dialer
IVR System
ACD System
CRM Solutions
Call Center Software
IP PBX
Reporting Solutions

Please ask for a free walkthrough or demo with us and know how it helps to grow your business or call us @1 866 947 8600

Cheers,
Solus

Instead of out sourcing you should check out www.solusone.com it has all the great features of highend call centre software but at a affordable price that may be a better cost effective solution rather then outsourcing..

Cheers,
Solus

Hi,
Hi There.

Seeing your post, Solusone north american company based in Canada could be the best fit for your company & it has different call centre software that suits your business need and you can log on to t the website www.solusone.com where you could ask for the free walkthrough of the entire system and you can try for demo as well. This will let you know how it could benefit your organization with less effort.

You can find a great directory of domestic (US) Call Centers to work with at www.atsi.org.

But before you consider sending your Call Center work overseas - just ask your friends & neighbors about their Call Center experiences.

I’m sure that some of your friends will tell you that they’ve occasionally had the experience of dealing with a Call Center Agent based in the USA who was clearly a poor fit for the job - and who delivered a poor caller experience.

But when it comes to describing their experiences dealing with a company that has shipped their Call Center work overseas - the vast majority of your friends & neighbors will tell you that they generally have a hard time understanding – or being understood by the Agent – and that their call is typically being handled by a ‘script reader’.

The Call Center Agent is your ambassador to your customers. The human voice of the Agent provides your company’s human face. If your prospect cannot understand the Agent due to accent issues or communicative style - the problems are compounded. The prospect can become agitated and the company may wind up losing a sale. In the present economic environment, just hearing a foreign accent could trip that trigger. Losing dollars chasing dimes is not a wise long-term Call Center Strategy.

Companies are also re-examining the impact of sending their Call Center jobs overseas on their corporate reputation. Corporate Social Responsibility is considered an important factor in business success today. Companies are thinking twice about employing workers in countries with poor human rights records - or lax labor standards such as India.

Ask your friends what they think about the exploitation of Labor. Call Center workers in India experience abuse & exploitation to a degree and on a scale that would be viewed as criminal in some instances by North American Courts of Law. For example; Indian Call Center Agents are treated as 21st Century ‘cyber-coolies’. They work graveyard shifts - under high pressure – in work environments where liberal attitudes to sex and club drugs are encouraged and thriving. Colluding employers have set up “Blacklist” data bases - containing the details of their Call Center employees - so that “negative insider elements” can be detected at the recruitment stage. Workers in their hundreds are fired without so much as one cent in severance pay.

Overwhelmingly your friends & neighbors will tell you that when they are contacted by telephone – they want to speak with a Call Center Agent from their region - who is typically better able to serve and communicate with them. Probe a little deeper – and they’ll also tell you that they’re opposed to shipping Call Center jobs overseas – and particularly to countries with poor human rights records - or lax labor standards such as India.

From the Jan. 2010 Issue of Site Selection: “Offshoring calls to India works in very limited situations. Interaction with clients and understanding the culture & environment of clients doesn’t work very well at all. The direction of the industry is to bring these customer facing jobs back to the USA.”

The latest Labor Market Outlook from the Chartered Institute of Personnel & Development in the UK: “UK companies are bringing back call centre operations to the UK from India. Most of the companies that we deal with are looking to keep call centre staff in the UK wherever possible because there is a significant increase in the level of service and customer satisfaction provided."

Top performing Call Centers drive their Revenue & Performance through superior hiring tactics. We help employers gain better insight & more accurate predictions as to which applicants from a pool of Candidates would perform up to, or beyond their established standards. You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at http://www.telesoftsystems.ca/64201.html

Mr. Filwood,

Your understanding of expertise back in India is extremely trivial and condescending.This piece of writing clearly shows the closed mind-set that it has been written with. I guess , its just the dearth & lack of work opportunities back in your country that makes you voice out what you just did here and the least we can do is sympathise.
India , is growing not just in its economy very steadily but also looking to take over the world with what it has--its enormous wealth of knowledge backed with an ability to work towards its goals in a way that far surpasses countries whose economies has been dwindling and yet to get back to stabilise themselves.
Donot undermine our expertise based on our accents cause that reflects insecurities that are looming large on the heads of people like yourselves.Work towards your goals by delivering and not just sitting back and making such talks and remarks.

Mr. Ajmera,

Here are the sources for my comments about India-based Call Centers - who are free to ignore the most basic aspects of USA/Canada Labor Law - as India’s labor & privacy standards are low or non-existent.

“Call Center Agents in India are treated as 21st Century ‘cyber-coolies’” http://yaleglobal.yale.edu/content/painful-truth-call-centre-cyber-coolies is from Yale University’s, Yale Center for the Study of Globalization.

“Blacklist” data bases - containing the details of those employed in the Indian Call Center industry have been set up - so that ‘negative insider elements’ can be detected by colluding employers at the recruitment stage” http://blj.ucdavis.edu/archives/vol-6-no-2/Offshore-Outsourcing-to-India.html is from the University of California’s, Davis Business Law Journal.

“They work graveyard shifts - under high pressure – in work environments where liberal attitudes to sex and club drugs are encouraged and thriving”. http://www.timesonline.co.uk/tol/news/world/article742928.ece is from the Times Newspaper Ltd in the UK.

“Workers in their hundreds are fired without so much as one cent in severance pay.” http://business.timesonline.co.uk/tol/business/industry_sectors/technology/ar... is from the Business Section the Times Newspaper Ltd in the UK.

Overwhelmingly – consumers in the USA/Canada/the UK/Australia/New Zealand will tell you that when they reach out to a Contact Center – they want to speak with a Call Center Agent from their region - who is typically better able to serve and communicate with them. Probe a little deeper – and they’ll also tell you that they’re opposed to shipping Call Center jobs overseas – and particularly to countries with poor human rights records - or lax labor & privacy standards such as India.

Additionally - the difference in effectiveness & customer satisfaction between onshore and offshore Call Centers is significant.

From the CFI Group’s “2010 Contact Center Customer Satisfaction Index”:

First Contact Resolution: onshore 67% offshore 50%

Ease of Understanding: onshore 85% offshore 54%

Overall Customer Satisfaction: onshore 79% offshore 58%

Average Handle Time has also been reported to be 39%-105% longer offshore than with onshore Call Centers handling calls of the same type.

Opting to ‘come home’ for their Call Center employees is making sense for more & more companies seeking to enhance their Service Levels and Brand Reputation while delivering a higher degree of overall Customer Satisfaction.

Top performing Call Centers drive their Revenue & Performance through superior hiring tactics. We help employers gain better insight & more accurate predictions as to which applicants from a pool of Candidates would perform up to, or beyond their established standards. You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at http://www.telesoftsystems.ca/64201.html

We have 3 centre 1 is having 100 seats and rest of 2 centres has 50-50 seats.

Having around 5 yrs experiences and having experience Inbound/Outbound process and looking for some US/Uk Inbound Process. Please let me know if you can help us in this regards.

Waiting for your prompt and frutiful response.

You can also contact me at 00.91.86875.02448.

Thanks,
Amar Verma.
av@amarverma.com

Hi,

I lead the offshore services at Maior, a Chicago based Global BPO.

As a leader in customer care and acquisition for over two years, Maior has a track record of introducing process and technology innovations. We provide customer prospecting, customer acquisition, order processing, cross sell / up sell, customer care maintenance and retention management services for clients. Today, our clients trust Maior to manage their customer interaction, back office and other routine business processes.

Maior's offshore service centers are operating from Hyderabad and Bangalore. We operate in 2 offshore locations along with US center and are backed by 95 strong employee workforces.
I wanted to discuss your call center requirements at your convenient time. Please send me your contact details and I will get in touch with you.

Have a good weekend.
Thanks & Regards,
Anil
Director
Maior IT Consulting Services Pvt Ltd ( Offshore Division of MAIOR TECHNOLOGY GROUP )
Ph: 040- 66444191/92/93/94/95 +91-8008050506
anil.g@maiortechnologygroup.com