Own call center or outsourcing? TADetails

In the modern company call center are the central circuit element of customer interaction

How does the functionality of call center depending on specifics and the size of the company differ?

In most the companies call centers perform the same functions: call acceptance, providing information and support, call-down of clients. A main goal of any call center - high-quality ensuring service due to fast client connection with the necessary employee and granting to the operator the tools helping to solve effectively problems of clients.

Meanwhile, as note in the Infiniti Trade company performing implementation of professional call centers of Infinity specific functions are characteristic of a number of the industries. So, the organizations rendering services of outsourcing of call center, the marketing agencies and collectors need function of automatic outgoing call-downs. In housing and public utilities and power the possibility of automatic acceptance of meter readings and automatic informing debtors is necessary.

All projects of Infiniti Trade in TAdviser base

The size of the company in this case is not crucial. The number of clients and specifics of the organization is much more important. In some cases, when business means complex circuits of customer interaction (for example, in insurance or telecommunications), specialists recommend creation of a convenient system of the voice menu (IVR). When the company works with rather small amount of customers, it is possible to configure instant switching to the operator and to be limited to a small amount of call center specialists.

How much is creation and service of own call center?

The cost of ready full-function call center can begin from 80 thousand rubles. At Infiniti Trade company this price includes licenses for 5 operators and basic services on installation and technical support.

The average price of call center is about 150-250 thousand rubles. However for the solution of more major and difficult tasks individual solutions which cost can exceed 500 thousand rubles, but on vendor data are created, such installations are necessary no more than 10% of customers.

Estimating the level of investments for project implementation of creation of call center it is also necessary to consider equipment costs (servers, phones, headsets, terminals) and the salary of operators which depending on the region and skill level can strongly vary. You can purchase physical servers, select capacities from a pool of virtual resources in the existing DPC or order them in service quality from provider.

By what parameters the efficiency of call center is estimated?

Efficiency evaluation depends on what problems are solved by call center in the specific company. Their number can include the following parameters:

• Quantity of effective outgoing calls (for telemarketing)
• Waiting time of the client to lines, time to the reply of operator
• The number of switchings between the staff of the company
• The number of the lost clients (who did not wait for the reply of operators)
• Survey results of clients about service quality

The companies focused on the best industry practices aim at high rates: 80% of clients should not expect connection with the operator more than 20 seconds, the number of switchings between employees within 1-2 times, and the total number of lost calls is close to zero. As note in Infiniti Trade, in aspiration to good results, customers quite often request creation of turnkey call center with the configured schemes and voice menus that they initially met the set requirements of efficiency of call processing.

What advantages and shortcomings of outsourcing call center in comparison with creation of own?

The outsourcing call center allows to solve in a short time a problem of processing of any quantity of calls, for example, during the holding special campaigns, or the organization of mass single call-down of clients. Also outsourcing of call center is good option if to consider it as an alternative channel of communication on a case of failure or an overload of the main call center.

Indisputable advantages of this option is the speed and simplicity of implementation. However it is necessary to pay for it in lower awareness and, perhaps, qualification of operators, smaller customizability and higher operational cost. For example, the organization of "goryachaya liniya" service costs an average of more than 10 thousand rubles in 1000 minutes of a conversation.

In the presence of a permanent flow of calls and high requirements to qualification of operators, creation of own call center will be in all respects more profitable. Denis Zolotov, head of sales department of call centers of Infinity