Category Archives: Operating a Call Center

Outsourcing

Nine Advantages of Call Center Outsourcing

Operating an in-house call center involves significant upfront investment plus relentless ongoing fixed & variable costs.  Internal call center operations also place intense demands on human resources, require complex technology, and can distract from focusing on your core business.  Therefore, an increasing number of companies are realizing that keeping these operations in-house are not always the best decision.   Partnering with a call center agency to handle their customer support, sales or back office operations might be the best option.

Call center agencies provide services to clients around the world in a variety of industries. Some of those outsourcing services include:

Choosing to outsource your call center operations can provide many benefits to your company and customers.  Presently, here are nine advantages of call center outsourcing:

1. Focus on core competencies

Outsourcing your call center operations will put a difficult & disruptive business function in the capable hands of a professional agency.  Therefore, allowing you to focus on your core business.

2. Provide 24/7/365 customer support

Providing 24/7 customer support is usually very difficult (and expensive) to manage internally.  However, professional call center agencies typically operate 24/7 already. Therefore, hiring a call center partner will allow you to quickly and easily offer 24/7 coverage and keep your customer happy!

3. Limit Technology Investment

Why make massive investments in technology to manage your internal call center operation when there are call center agencies that have already made the investment?  Outsourcing is a great way to use technology more efficiently and stay on the cutting edge!

4. Benefit from proven processes

Professional agencies really are the “Call Center Experts”.   Why reinvent the wheel, when agencies bring proven processes and experienced management to work for you almost instantly.

5. Reduce staffing, operating, and training costs – 

Operating expenses of an internal call center can stack up quickly, but outsourcing that function reduces operating costs by eliminating hard to manage functions.

6. Avoid unnecessary and costly capital expenditures –

The equipment & facilities necessary to run a call center operation can be very expensive. Do you really need to pay for your own operation when you can partner with an established agency that has already invested in the best equipment & technology?

7. Increased Customer Satisfaction

Internal teams can often take hours or even days to respond to customer inquiries.  Outsourcing to a great call center partner can cut that response time down to a matter of minutes.   Therefore, this creates more happy customers which are the key to increasing revenue…

8. Improve efficiency and productivity –

Your company has some great, highly trained employees.  Hiring an external call center partner can allow your internal team to focus on high value or high impact activity.   Therefore, outsourcing low skill and repetitive tasks can allow you to get maximum value from internal operations and focus on mission-critical operations.

9. Instant access to specialized skills –

Hiring highly skilled employees for your internal operations can be very frustrating and expensive.  However, outsourcing to a domestic or international call center agency will allow you to immediately tap into an impressive talent pool.  Moreover, these specialized skills will become available without any HR Headaches or wage pressures!


Outsourcing is no longer just about cutting costs and saving money.  It is about increasing efficiency of internal employees, getting to the market faster than your competitors, maximizing workforce flexibility, and gaining access to highly qualified employees.

Call Center Outsourcing is becoming one of the most significant business trends of this decade and we can help you ride the wave!  If you are ready to explore the advantages of call center outsourcing, please contact us here or call 719.368.8393.

Data Cleansing

Three Tips for Spring Data Cleansing…

The long hard winter is finally over! It’s starting to feel like spring – the sun is shining, the temperatures are warming, and companies everywhere are cleansing their customer data!

While some companies dread the intensive process of ensuring that all information within a database is current and accurate, others view this activity for what it is: proactive behavior that will lead to a more positive customer experience. By removing inconsistencies from database records (as well as clearing inactive users), contact center agents will be much more likely to have the information needed to most completely and efficiently service customers – leading to a happier, more loyal customer base.

Below are three tips to get started on your spring data cleansing.

1. Clear out duplicates

Duplicate records decrease efficiency and increase customer annoyance exponentially. Save your agents time that would be otherwise spent on compiling information between several database records by sorting your records by name and combining any duplicated user information.  You can greatly enhance customer experience and cut costs by preventing customers from having to repeat information each time they interact with customer support.

2. Keep it relevant

Is your database full of extraneous information? Though having enough information is necessary, gathering too much can overload your agents and database – not to mention discourage your customers from filling out forms or contacting your support representatives!

Take a long, hard look at the information you gather about your customers. Is it all necessary? What purpose does each piece of data serve? If you can’t answer these questions, it’s time to eliminate the data.

3. Research, research, research

There’s no way to get around this aspect of data cleansing. Someone (or many someones) must dedicate time to researching each record to ensure accuracy and completion. This can be accomplished through many techniques, including but not limited to:

  • calling customers (by internal staff or outsourced call center)
  • data verification emails
  • verifying information when customers interact with the contact center
  • verification direct mailings
  • hiring an outside company to verify information

Regardless of which single technique or combination that your company will employ, be sure to evaluate the labor spent after each cleansing to ensure that it was the most efficient and effective solution for your company.

From time to time, every company will need to repeating the data cleansing process. However, not all subsequent rounds of cleansing will not be as intensive as the first.   As you repeat the process, you’ll begin to find the most efficient methods for your company.


Worldwide Call Centers can help address your database issues and outsource the data cleansing to top agencies around the world!  If you are ready to explore the power of outsourcing, please contact us or call 719.368.8393.

Customer Support Metrics

Top Five Trackable Customer Support Metrics

Satisfied customers are the life blood of every business. They grow your revenues, bring repeat business and spread the good word about your brand. A great customer experience goes a long way in making customers happy. One of the best ways to track the performance of your support team and and provide a great customer experience is to know your “numbers” – like Call Volume, Response Time, Abandon Rates, Call Resolution, & First Contact Resolution. This gives you honest, trackable data and helps provide a clear understanding of the overall satisfaction of your customers. Here are Five Customer Support Metrics you must monitor regularly:

1. Call Volume

It’s important to monitor the daily volume of calls and inquiries into your support team. It helps you find out if there is any rush of support traffic at certain times of the day. This will tell you when you should allocate most employees & resources to customer service. Although your business has working hours, your customers may run on a different schedule. They’ll try to reach you as soon as they face an issue. You can note the most frequently called times and prepare for it, even if they’re outside your business hours.

It’s also necessary to monitor volume of support incidents by various channels such as emails, telephone & social media. Different channels require different types of support staff & resources. Breaking out support incidents by channels helps you identify which channel needs more attention, and adapt quickly.

2. Response Time

Do you like waiting for a response when you are facing an issue? Response Time is the amount of time taken for your business to respond to a customer issue. It is one of the most important metric that affects customer satisfaction. If you keep the customer waiting, you are likely to bring down customer satisfaction considerably. Studies show that 54% of customers feel 3 minutes to be a reasonable response time while waiting for a customer support agent over the phone. Customers also believe that 24 hours is reasonable to get response by email.

You can measure Response Times by various channels to identify which channel needs more attention. Even within a single channel such as email, you can group the number of responses based on the amount of time taken. How many responses were sent within 1 hour, 2-6 hours, 6-12 hours, etc.? This will show you the distribution of your responses over time. You can find out the most frequent support issues which increase response time, and assign more resources to them. You can also monitor first response times for each support agent. This will tell you which agents take time to respond, and could use more training and assistance.

3. Call Resolution Time

Call Resolution Time is the amount of time taken to resolve a customer issue. Average Call Resolution Time shows the overall effectiveness of your customer support. The shorter the resolution time..the better your customer support metrics. Many factors contribute to high resolution time. It can be due to the communication skills or technical expertise of the customer or your support agent. It can also be because the agent doesn’t have access to relevant resources. You can monitor resolution time for each type of customer issue to identify which ones take the longest to be resolved. You can also track it for each support agent. This will help you find out the root cause of delay and solve it immediately.

4. Abandon Rates

Abandon rate is one of the key customer support metrics. This number is the percent of customers who hang up the phone or leave the queue before they reach a customer support agent. Long hold times and a confusing support system are the most common reasons why customers drop off. You can track abandon rates over time to find out which days of the week it increases, or which time of the day you are flooded with support calls. This will help you increase your capacity accordingly. You can also look at the abandon rate at each step of your support such as the initial welcome message, IVR navigation or the automated wait message. Once you know which step has the highest abandon rate, you can identify the source and fix it as soon as possible.

5. First contact resolution

First contact resolution tells you how many issues were resolved during the initial engagement. Greater this number, the better it is. To maximize this metric, you have to find out which issues are escalated beyond the first contact, on which channels and why. So you need to break out this metric by various channels and type of customer issues. It helps you identify the reasons for escalation and resolve them quickly.

Measuring the performance of your customer service enables you to rapidly improve it. It allows you to easily identify the key pain points of your customers, areas which need additional resources and support agents that can benefit from additional training. You can even streamline support by automating frequent responses and creating Knowledge Base or FAQs. This helps you improve your product or service, boost customer experience and grow your business faster.

Worldwide Call Centers can help to address these metrics and outsource your operations to the BEST Agencies around the world! If you are ready to improve your customer support metrics & explore the power of outsourcing, please contact us here or call 719.368.8393.

Call Center Outsourcing

Seven Tips for Hiring a Call Center Supplier

Outsourcing your Call Center Operations can be a great move for your business…or a painful mistake if done incorrectly.  Therefore, here are some tips to make sure that call center outsourcing is successful for your company:

1.) Get Out In Front

Don’t wait until you need help.  Your call center supplier can often setup very quickly…but give yourself a little breathing room. A few weeks to a month or so is a nice cushion to choose the top call centers and launch the application.

2.) Communication is Key!

Be clear about what you want outsourcing to accomplish. Communicate projects, expectations, costs, and timelines to your vendor. When outsourcing to an external call center, you are essentially choosing a partner for your business. The agency should work in harmony with your employees and have the same type of work ethic and dedication to success.

3.) Make 1+1 = 3

Use a company that will expand your “talent base”. Hire a call center supplier in a different location with agents that have a different skill set than your current employees.

4.) Upgrade Your Technology

Outsourcing to the top call centers is a great opportunity to upgrade your technology without spending a dime of capital. Hire an agency that already has the advances technology in place and can help leverage this infrastructure to enhance your profitability.

5.) Choosing an Offshore Agency

Call centers in low cost, developing countries like The Philippines, India, Latin America & Eastern Europe are often great choices for the following applications:

a. Outbound Lead Generation or Sales with very large targets/lists
b. High Volume Inbound Customer Support
c. Back Office Functions like Transcription, Chat, and Online Research
d. Functions that involve low margin products/services

Offshore call centers aren’t a fit for everything…but the cost savings are substantial and worth considering in the proper situation.

6.) Choosing a Domestic Agency

Top call centers in expensive, developed countries like the US, UK, Australia, & Germany are often great choices for the following applications:

a. Outbound Sales or Lead Generation with a finite database
b. High Value Inbound Support
c. Low Volume Inbound or Outbound
d. Functions that involve high margin products/services

Higher priced call centers are still thriving because certain applications simply require the BEST agents possible.

7.) Never just hire the Low Bidder!!

Call Center Services are the ultimate “non-Commodity”. You are hiring a call center to manage thousands of individual conversations with your customers on a daily basis. Look for a cost competitive agency that also has the experience and infrastructure to deliver day in and day out!


Outsourcing is no longer about cutting costs and saving money. It is about how to do things quicker, more efficiently, getting to the market faster than your competitors, maximizing workforce flexibility and gaining access to highly qualified employees.

Call Center Outsourcing is becoming one of the most significant business trends of this decade and we can help you ride the wave! If you are ready to consider hiring a call center agency, please contact us here or call 719.368.8393 for a free consultation.