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Outsourcing Contact Center Operations Grow in Popularity

Outsourcing contact center agents.

Outsourcing your contact center operations can provide you with many options and benefits.

Contact Center as Strategic Asset

If you have ever thought about creating or expanding an internal contact center to improve your business, or simply outsourcing the tasks, you are in good company. In a previous post we wrote about the importance of delivering outstanding customer service. One of the main enterprise teams that makes this happen is the contact center, or front office organization. Not only do they field all types of business calls, they immediately convey either a negative or positive image of your corporate brand and style of client care. No longer considered an expensive overhead for companies, the contact center has matured into a strategic entity that can help maintain customer loyalty and contribute to brand excellence and overall growth.

Reasons for Outsourcing Contact Center Operations

There are many great reasons for outsourcing your contact center. Contact center activities are often not within a company’s realm of expertise. An outsourcing company can provide full service contact center functionality. They also offer all-inclusive performance-based outsourcing services with expertise in telecommunications and customer support, and can provide full or partial services dependent upon your objectives and budgetary requirements.

The ability to always appear “open for business” is a priority for many companies, including those that deliver critical products and services. Outsourcing enables companies to focus on their core competencies while implementing short or long-term campaigns. With outsourcing, you reap the benefits of a professional contact center without incurring the cost of purchasing and maintaining expensive equipment.

Outsourcing a call center has many benefits.

Outsourcing delivers a diverse array of services and offers valuable solutions for any organization.

Expenses associated with housing and maintaining additional workforce can be cost prohibitive to many companies as well. Companies who choose outsourcing reserve capital and resources otherwise needed to fund technology, quality monitoring, recruiting, training, incentive programs and more. Also, there are many payment plans available on the outsourcing market including a performance-based payment model where you will only pay for calls that deliver a quantifiable outcome.

Other industry payment options include:

  • Per transaction payment – developing campaigns based on a flat fee per transaction for predictable budget management.
  • Per call minute – customers who choose this payment option for inbound traffic are billed a flat rate per minute so they only pay for the exact time agents spend on the phone.
  • Monthly Retainer – used for programs reliant on availability and expertise rather than quantifiable results, a monthly retainer option ensures that expert agents are always available to service customers.
  • Per agent-per month or monthly flat fees – this is a cost-effective per-agent-per-month for ASP, or flat fees for hosted applications.

Creating New and Unexpected Opportunities

Outsourcing your contact center needs can have some unexpected and positive outcomes. Due to their expertise and technological resources, outsourcing services often identify and recommend solutions to maximize untapped revenue streams for customers. Mining and the analysis of performance reports, made possible through using an outsourcers software technologies, can help to recognize trends and discover new opportunities. Outsourcing can work with customers to create programs and expand services that capitalize on these additional opportunities.

Outsourcing services can complement your business for short term projects such as new product releases or marketing campaigns, and to achieve the goal of retaining customers and reducing the rate of customer turnover with:

  • Retention Programs
  • Churn Management Programs
  • Customer Contact and Loyalty Programs

Outsourcing delivers a diverse array of services and offers valuable solutions for any organization. Multiple programs can be implemented simultaneously for maximum benefit.

Customer Transaction Outsourcing ServicesTelemarketing and Campaign Outsourcing Services
Billing and Billing ResolutionsAcquisition
Customer Plan Changes-MigrationsUp Sales and Cross Sales
Customer SurveysSales & Marketing Campaigns
Data CollectionsLead Generation-Qualification
Customer Support Services and One-Call-Solution-CenterInbound-Outbound Sales
Order Processing-ProvisioningDirect Mail Campaign
Revenue Tracking, Reconciliation & ReportsMarket Trials
Product Launches
Target List and Data Mining-Analysis

Outsourcing Does Not Have to be “Overseas”

About this time you might be thinking, “Yes, but I don’t like talking to overseas companies myself, so why would I put my customers through that negative experience?” There can be language and accent barriers, and overly scripted and restrictive processes that are a challenge for calling customers when using overseas companies. As many large U.S. financial and technical organizations have discovered, most of their customers have a negative opinion and do not like dealing with an overseas outsourcer. U.S. agents have a much better command of the English language and are embedded in American culture. This translates into improved customer satisfaction with fewer complaints than with foreign contact center agents. To maintain customer service and loyalty, they have brought their call center operations back to the U.S.

Outsourcing your contact center operations can provide you with many options and benefits. Once you have decided on the right outsourcing company that can grow with your business, check into their flexible billing arrangements and setup the transaction processing or campaign services that best fit your needs.

Agents can be dedicated or shared, dependent upon the level of skill required and the volume of calls generated through your campaign. Many outsourcing companies have the ability to manage shifting call volume with automated call blending across inbound and outbound groups. This ensures that your contacts are never kept waiting during peak call periods.

The top-tier companies will be able to provide guidance and understand your needs and other factors to get you started. Once setup, they will furnish the information pertaining to your campaigns made available through reports that you can access via email, fax or online. Overall, outsourcing just might be the right choice for your company, ensuring that your objectives will be satisfied as efficiently and timely as possible.

“Top 10 Reasons to Outsource Your Call Center” – Infographic


Teleservices Group Transforms Business

OEO Annual Teleservices Meeting

Transform Your Teleservices at the 2016 OEO Annual Meeting.

The OnviSource Equipment Owners Association (OEO) members are OnviSource product users strengthening their investments in OnviSource answer service and teleservices solutions in a true member-vendor partnership. If you want a connection to the best and brightest in teleservices, the OEO and OnviSource can help make that happen.

Helping Teleservices Business Owners

The OEO is an association for business owners and operators who believe they are instrumental in their clients’ success and are passionate about their contribution. OEO is a true partnership with its vendor sponsor, OnviSource, a leading provider of teleservices and workforce optimization solutions. Specialized committees work to keep the OEO organization abreast of the latest advancements in their industry.

  • Technical Committee – Works closely with OnviSource engineering to provide feedback regarding products, enhancements, and new feature requests.
  • Education Committee – Develops live and online events periodically to ensure ongoing training and education around topics of interest to the membership.

OEO Teleservices Member Benefits

  •  INNOVATE – Learn firsthand from OnviSource and market leaders about the future of customer service and teleservices. Find opportunities to improve and grow your business.
  • BEST PRACTICES AND TIPS – Learn what other companies are doing. Implement the best practices for your company to maximize the investment in Onvi­Source products. Offer your suggestions for others to learn from you and your company.
  • NEWEST INFORMATION – The OEO is the conduit to communicate the latest product updates and announcements, as well as upcoming products and solutions.
  • COMMUNITY COMMUNICATIONS – Take advantage of the OEO “ListServ”, an online community of like-minded teleservices operators who can directly correspond and research past discussion topics, OnviSource products, and best business practices. The OEO is the conduit to communicate the latest tele­services industry products and solutions, including industry updates and announcements.
  • ANNUAL MEETING – Face-to-face meetings to engage with peers about top-of-mind topics relevant to you, share ideas, receive exclusive training, learn best practices, answer each other’s questions and see product demonstrations.
    • Chance to win generous door prizes throughout the meeting such as an iPad, and OnviSource services.
    • Hear new ideas and insight from new members, and helpful advice from old ones, as you share and discuss familiar problem areas.
    • Learn about new cost-saving products and solutions on the Onvi­Source Product Roadmap.
    • Relax and enjoy social gatherings with other OEO members. Past meetings included cocktail hour, river cruises, outings, and dinners.

Contact Dan L’Heureux , OEO Director, at dan@callconsult.net for additional information.


Growing Your Teleservice Business

Workers in every industry rely on teleservices companies.

Teleservices and answering services assist clients in every industry and occupation.

How to Market Your Teleservice Business and Get More Clients

Teleservice and Answering Service companies provide valuable services for all types of businesses. When a customer is in the middle of a crisis, the last thing they want to hear when they call a company for help, is an answering machine or auto-attendant. In a time of need, hearing the simple phrase ‘I’m so sorry to hear about that!’, and “How can I help you?’ may seem trivial, but it’s rarely heard these days from most companies – other than a teleservice operator.

Many small businesses are owned and operated by a single proprietor who may spend the greater portion of their day away from the phone. This makes anyone who works away from their office a great candidate for answering services. In addition, any business taking appointments or dispatching service workers is an excellent target.  For example, this can include:

• Salespeople • Repair services
• On-call jobs (tow services)• Pet services
• Medical & Healthcare facilities• Home improvement contractors
• Landscaping & Lawn service• Funeral homes

Grow Your Teleservice Business with Inexpensive Marketing Tools

Inexpensive ways to market your teleservices business include the local phone book and newspaper, the small “penny saver” type of publications and community bulletin boards. Become a member of the local Chamber of Commerce, letting local businesses know you offer a service and advertise through their channels of communication. Here are other tried and true methods for finding new business:

  • Place ads in newspapers, online and in phone directories.
  • Create a LinkedIn page – it’s professional, free and a great way to connect with contacts through your current clients.
  • Ask clients for referrals and offer them a referral credit as an incentive.
  • Post fliers on bulletin boards in local stores.
  • Attend networking events and give out your business card.
  • Send direct mail advertisements to business owners with seasonal incentives.
  • Have operators make cold calls during times of low call volume.
  • Invest in a simple web site highlighting the services you offer, a brief history (credibility) of your company, testimonials from clients and contact information.

Another opportunity is when new businesses come to your area. Send them an invite and a brief description of the benefits and features of your teleservice operations. Offer them a reduced rate for the first 30 or 60 days of service. You want to highlight how an answering service can save them money and help make their business highly successful.

  • Cost effective when compared to hiring extra office staff – only pay for the calls received (typical savings of 60%-75%).
  • Never miss an important phone call.
  • Use the service only when you need it – after hours, emergency, out-of-office coverage such as illness or vacation, power outages, and much more.
  • Spend your valuable time on your business knowing that you are not missing phone calls.
  • Turn off your mobile phone when you are in important meetings knowing that it will still be answered.

Questions to Ask Prospective Teleservice Customers

Answering these questions may help new clients decide if teleservices is right for them:

  • Is every phone call that comes in being answered by a live person?
  • Is your voice mail overflowing or completely full?
  • Does answering calls and scheduling appointments keep you from attending to business and doing your work?
  • Are you losing clients and potential customers because incoming calls are not handled efficiently and quickly?
  • Are customers frustrated with a lack of response or follow up to their inquiries?
  • Does your company deal with a large volume of client phone calls every day?

Remember to ask your clients for references and referrals to others that they feel could use your services. Your existing, satisfied and happy clients are the best source for new customers!


About OnviSource


OnviSource enables companies to cost-effectively optimize, automate and unify their customer interactions, business transactions and processes for their contact centers, back offices and IT organizations through software products, cloud services or outsourcing solutions. Founded in 2004, the company has a well-established customer base with over 1,100 installations in a wide range of industries, has experienced consistent growth and profitability, and is recognized by industry analysts as a major contender and pioneer in the enterprise and contact center workforce optimization, automation and unification industry.