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What are the options for high touch call centers?


My question is about providing a very high quality phone service at scale. To make this work we need to have people who can instantly c

Does anyone have experience doing something like this? Can it be brought? If so ball park costs?
I don't want to manage call centers.


18 Replies

Jess Jessop
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Jess Jessop Entrepreneur
CEO/CTO Eternity Archive
Lost part of the paragraph it said; connect with American seniors and think beyond the script.

Thanks again Jess
Reuven Granot
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1
Reuven Granot Entrepreneur • Advisor
Corporate Strategic and Scientific Officer at Perlis Ltd
We are developing a fully autonomous decision making system for early detection of frail elderly situations and life saving events.
It does not need a full Call Center, but it should be somebody to respond even very well analysed and reliable calls. Somebody has to come to help elders, who need support or save.

William Mays
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William Mays Advisor
CEO at Return On Relationship, inc.

Jess

You want to work with Call Centers that specialize in high end products/lux services/higher worth consumers. Centers like these are often times Outbound as well as Inbound. These centers will accept contracts that include incentives for hitting specific milestones--sales/revenue oriented as well as customer satisfaction. These deals wont revolve around the typical Dials/Contacts normal for a Robo Center.

Richard Harris
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Richard Harris Entrepreneur • Advisor
Top 25 Inside Sales Leader, Public Speaker, 40 Most Inspiring Leader, Sales Trainer, Start-Up Advisor, SalesHacker
Hi Jess,

There are a couple of centers I know. Can you define "high volume" a bit more? Also, it's possible to hire a handful of reps (3-4) and then use technology to drive volume.


Jerome Pineau
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Jerome Pineau Advisor
Digital Transformation Consultant
Why on earth would you want to pour money in a call center in this day and age?
Richard Harris
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Richard Harris Entrepreneur • Advisor
Top 25 Inside Sales Leader, Public Speaker, 40 Most Inspiring Leader, Sales Trainer, Start-Up Advisor, SalesHacker
Jerome,

Call centers have evolved considerably. I agree that in most cases it makes sense to keep everything inhouse and control messaging and quality. Call Centers are no longer just about annoying you with newspaper subscriptions.

In fact one way to differentiate is to determine do you need a call center or an inside sales team. You can hire higher quality Inside Sales Teams as opposed to Call Centers.

The differentiation between the two will be based squarely on the specific activity, message, and outcome you need.

In the end keeping something in house or hiring an outside group both have their pluses and minuses. I would encourage sketching out each on paper and work to make a right decision based on data, not emotion.
Jerome Pineau
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Jerome Pineau Advisor
Digital Transformation Consultant
Ok this is an outbound center then I get it - thought it was for support.
Scott Ka
1
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Scott Ka Entrepreneur
Reps Direct
Jess,

I work with a BPO that is very good. Not only to the provide very good English speakers. The agents work only for your company and you have the ability to communicate with them. This allows them to be more than script readers. The cost is $7.50/hour and you can hire as many people as you need. The company is Reps Direct
PUNEET MAHAJAN
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0
PUNEET MAHAJAN Entrepreneur
Business & Service Delivery Head
Hi Jess, Greetings! Can you give insight into what you are looking for. Is it that you want voice related services or non voice services. Please advise. Regards, Puneet +919910100452
Jess Jessop
0
0
Jess Jessop Entrepreneur
CEO/CTO Eternity Archive
The need is both in bound and outbound responding to a customer button push.

They not only have to be localized, American initially, they need to be intelligent, empathic and social.

Volume needs to be able to scale to 100,000 callers a month.
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