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Rochester, NY — January 16, 2008

William S. Samuels IV, President of Telesales Services, an acknowledged Telesales and Telemarketing industry leader gives his insight into the four things you need to know before you outsource your call center needs.

Do You Know These 4 Items to Consider Before Outsourcing Your Call Center?

William Samuels, IV

President

Telesales Services

I. Is Call Center Outsourcing Right For You?

Call Center Outsourcing is the use of a Telesales or Telemarketing vendor to handle an inbound or outbound call center project that normally draws on internal resources. Using outside resources allows you to concentrate, cost effectively, on your core competencies.

Outsourced Call Centers Offer:

Skilled Telemarketing professionals
Improved market coverage
Faster ramp-up, launch, and roll-out of campaigns
Experience with programs similar to yours
Rapid response to market conditions
Account management expertise
Enhanced reporting capabilities
Market testing capabilities
Remote call monitoring

The Benefits of Outsourcing Call Center Services

Increased Sales and profits
Reduced costs per sale
Maximum phone productivity
Increased number of appointments
Increased customer base
Increased lead generation
Higher number of qualified leads
Higher number of closed sales
Better customer retention
More immediate feedback
Better results through test marketing
Increased local, regional, or national market share

II. The Telesales and Telemarketing Proposal Process

The proposal process can be a complex and challenging task. Key items need to be identified and addressed in the proposal. The proposal then needs to be evaluated. It is recommended that you use a weighted average assessment model. The following steps will help guide you through the process.

Proposal Items

•Qualifications – Request background information on the company

•Capabilities – Describe your technology requirements

•Capacity – Define your requirements to reach your goals

•Geography – Indicate if location is a factor

•Experience – Request like-kind or same industry sector experience

•Staff – Establish guidelines for the required skill sets

•Financial – Request pricing for setup, training, programming account management and miscellaneous fees along with payment terms.

III. The Site Visit and Assessment

The site visit is a critical phase of the call center selection process. A number of factors need to be considered while doing the assessment.

1. How is the chemistry?

2. How is the interaction between your staff and theirs?

3. Do they seem attentive to your needs?

4. Is the corporate culture similar to yours, which may allow for a smoother transition through the ramp-up and rollout phases?

5. Does the employee morale seem positive?

6. How is the interaction between employees? Are they working as a team?

7. How is the training handled?

8. Do they have a training facility?

9. Are training modules available for inspection?

10. How is the coaching handled for motivational and formative feedback?

11. What is the ratio of supervisors to agents?

12. Request a demo for a monitoring session.

13. Request a demo on the process of developing and rolling out a campaign.

14. How is the program developed?

15. How is the initiative implemented?

16. How is the initiative executed?

17. How are the results reported?

18. How is the quality control maintained throughout the process?

IV. Weighted Average Assessment

Create a weighted average assessment table based on the proposal items in item II above. Assign a weight from 1-5 (5 being the best). Score each vendor on how they perform on that factor. Then multiply that score by the weight for their weighted score. Add up the weighted scores for their final score. The vendor with the highest score wins.

This method allows the items from the proposal to be weighted based on their value to the company. This method should facilitate the decision making process. I wish you much success with your call center outsourcing initiative.

About Telesales Services

In 1997, Telesales Services, LLC launched a call center consulting and call center locator service that was enthusiastically received by clients – they help you find the best course of action for your telemarketing and telesales needs. After 10 years of offering call center solutions and thousands of clients later Telesales Services continues to lead the industry by:

•Constantly monitoring industry trends

•Staying current in all aspects of relevant technology

•Perfecting our ability to size up an opportunity for any client, large or small

•Maintaining a base of contacts that lets us create an ideal solution for any situation

•Offering the fastest turnaround possible: less than 24 hours with a benchmark of 10 minutes

•Representing 100 Call Centers, including what the industry refers to as its award winning “Top 50 Call Centers” — connecting our clients to only the most recognized and effective providers

•Saving our clients the immense amount of time required to identify the right call center.

All fees associated with the Telesales Services offering are covered by the call center.

Learn more about Telesales Services and contact them by visiting Telesales Services.

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