How does a foreign call center function?

[youngmarketplace]

Hi my friend and I were talking the other day about a foreign call center and how they operate. We were a little confused, so i was hoping for some help ending the argument between us about this topic.

So lets say the call center company is in Asia, and lets say Sprint is in the USA and wants a Manderin speaking call service. Would sprint provide the all center with its own software programs to make everything work? How would a US based 800 number end up being answered in Asia? How would call center forward calls from the usa 800 number to use voip to answer calls?

So basicly does the company they get a contract with give them all the software that they would need to track programs and sales ect?

What computer needs/ phone needs/ software needs would all be needed in order to do the following?

.Acquisitions Services
• Inbound Sales
• Outbound Sales
• Order Taking
• Product Registration
• Collections
• Direct Response

Support Services
• Technical Support
• Billing Support
• Account Inquiries
• e-mail/chat Response
• Claims Services
• Answering Services

My friend and I made a little wager on what you would need so, basically the what you write will show whos going to win the bet on which one of us is right.

thanks a lot.

[jasaunders]

Instead of both guessing what you need, you could do the research yourselves from suppliers of these services. It would take too long to answer all the questions and provide all the information you need, more time than I have or would be willing to give anyway.

There is off-the-shelf software that can be used for call centers. Many companies specialize in this, it would not be efficient to build these resources from scratch. Therefore, your best bet is to contact companies that already provide this software and these services and then you can get all the answers you need.

[i-ventures]

Research

Step1
Study the call center industry. The Internet is a good starting point. The Small Business Administration provides a range of data from things to know before you start your business to the steps for executing an exit plan. Your local library is also a valuable resource. Consulting with current call center business owners may be useful as well.
Step2
Examine the four basic call center types: an in house call center is a group who caters to the customer service needs of that company alone,
outsource call centers provide client relation services for other companies, inbound call centers receive incoming communications from customers and outbound call centers attempt correspondence with clients via telephone. Learn the difference between the types and all that is required to establish each.
Step3
Determine the permits and licenses required in order to comply with state and federal regulations. Requirements for obtaining a business license may vary from state to state. Visit your state's website or contact the appropriate government official to get this information. Not all businesses require federal licenses or permits, so check with the IRS.
Step4
Compare prices of equipment and services such as Internet and telephone. Go to websites that automatically compare the prices of the needed products and services.

Plan
Step1
Reevaluate the similarities and differences between the four basic call center types (in house, outsource, inbound and outbound) and decide which fit the needs of your company.
Step2
Define your company's strategy and the methods you will apply to measure productivity, quality, customer and employee satisfaction. Contracting a third party company to provide services that monitor these aspects of your company may provide long term benefit.
Step3
Create a business plan. Outline your business's goals, financial needs, logistics and staffing plan.
Step4
Choose a business mentor. SCORE, Counselors to America's Small Business offers business advice to entrepreneurs. This advice can be obtained online, via individual face to face meetings or through low cost workshops.
Step5
Secure capital to begin your business. If you are unable to provide the funds from your own pocket, banks and government sponsored agencies are good resources. Before you begin your quest of acquiring funds, create your budget and refer to it when deciding on the adequate amount to request. You can also obtain the capital from sources a little closer to home by asking friends or family.
Step6
Select a location. You have heard the phrase "location, location, location." This decision can make the difference between a top performing company and one that does not survive. If you plan to conduct business from your home, contact your city to inquire about city codes and whether or not they permit home based businesses. Also, if you live in a neighborhood governed by a Homeowner's Association, find out if this business is allowed in your neighborhood. If you are looking to buy or rent a property to be used exclusively for your business, hire a realtor who specializes in commercial property. The knowledge that your realtor brings to the table can prevent you from making a bad investment.
Step7
Get clients! There are several proven methods to attract clients, but as a new business, the key is to find a method that will not break the bank.
networking is a system that can provide that for you. A good way to begin this process is to develop relationships with people in decision making positions. Many cities offer free or inexpensive networking events sponsored by local Chambers of Commerce.


Set Up
Step1
Obtain the required licenses and permits. Many states are set up so that businesses may go through their website and apply online.
Step2
Purchase and install equipment. Secure Internet and telephone services. Look into technology contractors to assist with the set up of your equipment.
Step3
Hire and train staff. This step should not be taken lightly. Performing background checks on selected candidates is an advantageous way to aid in the choosing of high quality employees. If you would rather not perform this research yourself, consider hiring an employment agency.
Step4
Commence operation!

[youngmarketplace]

thanks for the answers.

My main question i guess is would the company supply the software to work with them or is there an industry standard software to use? Such as does sprint use the same software for there call centers or do they have there own software that they would give a call center?

Thanks

[jasaunders]

Well think about it, most outsourced call centers are going to be servicing more than one company. And the same phone reps are going to answer the phone regardless of which company you are calling, unless you are big enough to have dedicated reps. So would a call center have different software depending on which call they are taking? No, there is no efficiency in that.

[suncomgroup]

SuncomGroup, your outsourcing expert, offers inbound call center services and out bound call center services, outsourcing to our worldwide clients. If you are looking for inbound call center and out bound call center services, call SuncomGroup because no one understands outsourcing better.

[chanson]

i managhed for 2 years in a call center that handeled Sprint/Nextel accounts. and no it was not in asia as a matter of fact its in nroth america like 90% of them.. its a common misconception.

The software and hardware are not supplied by the person seeking the service give your head a shake..

lets say for example you wanted to build a new house.. so you went to a company and you came to my construction company and aksed me to do it for you and i in turn said sure for 400,000 i will build you a house.. just buy us the tools... lol