Professional Call Center. We can handle your entire outsourcing needs. Visit our website for details. Inbound, outbound, and e-contact. 24x7x365.
www.hamiltontm.com
Outsource to us and save on staffing costs. Live US agents and/or automated call center services. Bilingual Spanish or French agents available.
Inbound Services | Outbound Services | Answering Service | Contact Us
www.AnswerNet.com
EMS is a full service Contact Center offering Inbound Customer Service, Help Desk Solutions, Sales and Inbound Technical Support.
www.emscrm.com
Help Desk Software that Supports Your Success. View a Live Demo!
www.ConnectWise.com/HelpDeskforIT
For A 45 Day Money Back Guarantee & Fall Special 20% Off, Visit Us Now!
www.HostGator.com
Flexible, ITIL compliant Helpdesk on demand. Test for free online!
www.solvedirect.com
A Leading Eastern European provider of Contact Centers, Telemarketing & Business Process Outsourcing Services in several European Languages.
Customer Care | Telemarketing | BPO
www.xlworld.eu
Call Center Outsourcing Consulting and Referral Services. No charge to clients. USA, Canada, India, the Philippines, South Africa and Central America.
Our Services | Inbound | Outbound | Get Quotes
www.worldwidecallcenters.com
Specializing in telecommunications for contact centers with low-cost VoIP, dedicated outbound long distance, T1-DS3 and point to point connections.
T1 | Long Distance | Outbound | InterLATA
www.usad.com
Compare call center software using Capterra's free, comprehensive directory.
Capterra.com
Full third party verification service call center. Online reports and recording retrieval. Immediate credit scoring.
www.data-exchange-inc.com
Get Up to 5 Free Quotes on Call Center Services. Request, Compare & Save!
Compare Vendors | Get Quotes
www.QuoteCatcher.com
Web-based w/ Self Service, Account, Contact Mgmt. Download & Try Now!
www.ManageEngine.com/HelpDesk
Get 4 Free Inbound Call Center Price Quotes from Local Vendors. Visit Now!
www.360telemarketing.com
Teleservice center offering tailored communications services and messaging systems.
www.americall.com
Outsource to us and save on staffing costs. Live US agents and/or automated call center services. Bilingual Spanish or French agents available.
www.AnswerNet.com
Call center industry association that addresses issues such as technology, privacy, codes of practice, standards, best practices and the provision of industry information.
www.ata.asn.au
Portal that offers education and training seminars, consulting services and research services to call center professionals.
www.benchmarkportal.com
Partnership that advises and trains help desks and user support departments to achieve best practice in their functions.
www.bruton.win-uk.net
Learning center provides an article library, directory of vendors and services, bookstore of texts and journals, benchmarking results, new technology trends, and tutorials on new processes and tools for call centers.
www.call-center.net
Provider of a resource package for call center professionals, including call center and human resources training, evaluation and guidance, updates on issues on call center professionals, products, services and information.
www.callcentercoach.com
Networking resource that provides information and education to call center professionals.
www.callcenterexchange.com
Resource for employers and employees in customer service, help desk, telesales and ecommerce industries.
www.callcenterjobs.com
Industry e-zine covering products and strategies for the evolving customer-interaction center.
www.callcentermagazine.com
Customer-relationship management article by Brendan Read from Call Center Magazine.
www.callcentermagazine.com
Networking community and information resource to help call center managers improve their skill set.
www.callcentres.com.au
Provider of trade shows, conferences and publications for North America and Europe, serving the customer contact industry.
www.callvoice.com
Compare call center software using Capterra's free, comprehensive directory.
Capterra.com
Full third party verification service call center. Online reports and recording retrieval. Immediate credit scoring.
www.data-exchange-inc.com
Human resources consulting firm offering turnover reduction systems, including a call center fit index to test applicants for customer service representative and telemarketing postitions.
www.degarmogroup.com
Email forum that encourages requests for information, discussions of policy and practice issues, postings of vacancy announcements, and references to availability manuscripts and reports.
www.egroups.com
EMS is a full service Contact Center offering Inbound Customer Service, Help Desk Solutions, Sales and Inbound Technical Support.
www.emscrm.com
Firm that produces ergonomically correct computer workstations for call centers.
www.ergogenic.com
Customer service consulting firm offering call center management and design, as well as marketing strategy and planning services.
evansconsultinggroup.com
Trusted brands trust Global Response for all their call center outsourcing and fulfillment needs.
www.globalresponse.com
Professional Call Center. We can handle your entire outsourcing needs. Visit our website for details. Inbound, outbound, and e-contact. 24x7x365.
www.hamiltontm.com
Nonprofit organization representing companies and professionals in the call center industry and online interaction in Hong Kong.
www.hkcca.com
Provider of customer relationship management and help desk consulting services.
www.hthts.com
Group focused on all aspects of customer service, providing a networking forum for call center professionals, consultancy services, conferences, training, publications and telemarketing expertise.
www.hug.co.uk
Developer of document tracking and control, customer service telephone center planning, call monitoring, inventory control and performance review software. The software runs on IBM PCs and compatibles. Products are sold to the transportation, ...
www.ifsol.com
OnBrand24 is a full-service, 24/7 domestic call center offering answering, telemarketing, direct mail fulfillment and customer help desk support.
onbrand24.com
Independent research and consulting company offering advice on information technology, telcommunications and ecommerce.
www.ovum.com
Award-winning call center specializing in order processing & customer service. 24/7 live agents. Web chat, email customer service, and inbound phone.
www.owd.com
Global reference and referral service to help businesses find the right call center to meet telemarketing, teleservice, customer support or help desk requirements.
www.ozcallcentres.com
Global resource for helpdesks, customer service, distance learning and technical support.
www.philverghis.com
Inbound & outbound call center services include customer service, order taking, lead generation, appointment setting, direct sales, more.
www.procom-inc.com
Get Up to 5 Free Quotes on Call Center Services. Request, Compare & Save!
www.QuoteCatcher.com
Developer of skills testing and training software. The software is sold to temporary staffing, IT staffing and corporate human resoures. The software is PC based. Products are sold to multiple industries.
www.qwiz.com
US-based professional call centers for medium & large companies. Nationally recognized quality. Award-winning services. Contact Talk2Rep Call Centers.
www.Talk2Rep.com
Specializing in telecommunications for contact centers with low-cost VoIP, dedicated outbound long distance, T1-DS3 and point to point connections.
www.usad.com
Call Center Outsourcing Consulting and Referral Services. No charge to clients. USA, Canada, India, the Philippines, South Africa and Central America.
www.worldwidecallcenters.com
A Leading Eastern European provider of Contact Centers, Telemarketing & Business Process Outsourcing Services in several European Languages.
www.xlworld.eu
Help Desk Software that Supports Your Success. View a Live Demo!
www.ConnectWise.com/HelpDeskforIT
For A 45 Day Money Back Guarantee & Fall Special 20% Off, Visit Us Now!
www.HostGator.com
Flexible, ITIL compliant Helpdesk on demand. Test for free online!
www.solvedirect.com
Designed to help you improve both customer service and relationship management, inbound call center solutions are an affordable, effective means for accommodating growth while satisfying customers. In fact, inbound call centers offer many benefits, and can make life easier for your business on several fronts. For starters:
1. Inbound call centers are ideal for taking and processing orders via phone.
2. Inbound call centers offer a fast and affordable solution to sudden surges in business.
3. Inbound call center software can double as an answering service.
4. Perfect for customer service, call centers are an excellent instrument for managing and improving customer relationships.
5. Outsourced call centers are an accessible option for companies that want to provide round-the-clock tech support.
Action Steps
The best contacts and resources to help you get it done
Assess your inbound call center needs
For smart management, inbound call center shopping begins with a needs analysis. Decide what inbound call centers can do for you -- order collection, customer service, tech support -- as well as how much volume you expect to throw their way, then proceed accordingly.
I recommend: Consultants such as Worldwide Call Centers can help you evaluate your needs and choose a vendor from among the best inbound call centers; see Business.com for a directory of call center consultants.
Compare outsourced call centers with inbound call center software
If your inbound call volume is low, and consists mostly of informational inquiries, consider on-site call management; inbound call center software is an ideal do-it-yourself solution. If your call volume is high, however, and includes more complex customer interactions, outsourced call centers, which are vendor-driven, are a better option.
I recommend: If you're looking for inbound call center software, consider solutions such as Siebel's CRM Contact Center On Demand, Stratasoft and Amcat, which have built-in CRM capabilities. If you're looking for outsourced call centers and off-site solutions, however, look to companies such as AmeriCall, West and MPC Call Center. Virtual solutions such as those offered by Freedom Telework offer the best of both worlds.
Research offshore outsourced call centers
While controversial, outsourced call centers in other countries are worth considering because they are cheaper by far than U.S.-based inbound call centers. You can minimize controversy and still take advantage of lower rates by employing inbound call centers closer to home, in Canada or the Caribbean, for example.
I recommend: There are outsourced call centers worldwide, including Go4Customer, in India; International Market Access, in the Caribbean; Asian Call Centres, in the Philippines; and TigerTel/UTR, in Canada.
Inbound 'call' centers? Try inbound 'contact' centers
Focused increasingly on comprehensive customer service, call centers are turning more and more into generalized contact centers, answering inquiries made not only by phone, but also by e-mail, instant message and web chat.
I recommend: Popular vendors providing inbound call center software with wider contact center capabilities include Avaya, Nortel and Genesys.
Find inbound call centers with the special services you need
Many inbound call centers offer unique services such as subject matter specialties and multilingual customer service reps, which can truly differentiate you with your customers.
I recommend: Look for inbound call centers via the American Teleservices Association; its member directory is searchable by company type, location and specialty.
Tips & Tactics
Helpful advice for making the most of this Guide
- • Keep in mind that inbound call centers are more than commodities; they're also instruments with which to brand and publicize your business. Because they're often companies' primary point of contact and customer service, call centers should be treated not as products, but as partners.
- • Because most inbound call centers charge you based on usage, ask vendors to give you price quotes for an average month, a slow month and a busy month.
- • While some inbound call centers offer shared agents, which handle calls for multiple companies, others offer dedicated agents that are assigned exclusively to your company. The former agents are more affordable, but the latter tend to produce more satisfied customers; know the difference and choose accordingly.
- • If you're looking at inbound call center software, ask for a free trial. If you're looking at full-blooded outsourced call centers, ask to visit the call center in person and to listen in on live calls being answered for other customers.
- • While many inbound call centers will offer to set up your customer service phone number for you, it's important to own your line. Acquire your own number, therefore, and have it assigned to your inbound call center.
- • Because most service contracts with inbound call centers are binding for at least six months to a year, make sure yours includes pricing and terms that are clear and correct. What's more, make sure your vendor signs a service level agreement (SLA); not always standard, it guarantees short response times for your customers.
Professional Call Center. We can handle your entire outsourcing needs. Visit our website for details. Inbound, outbound, and e-contact. 24x7x365.
Outsource to us and save on staffing costs. Live US agents and/or automated call center services. Bilingual Spanish or French agents available.
Inbound Services | Outbound Services | Answering Service | Contact Us
EMS is a full service Contact Center offering Inbound Customer Service, Help Desk Solutions, Sales and Inbound Technical Support.
A Leading Eastern European provider of Contact Centers, Telemarketing & Business Process Outsourcing Services in several European Languages.
Customer Care | Telemarketing | BPO


