The hot topic of the past few weeks seems to be outsourcing. Should I or shouldn't I? If so, then to whom? Do I need a broker? Should I send my business overseas, or keep it close? How much do I pay? And, geez, what about my customers? As I'm in the midst of writing a series of white papers on these very topics, I thought I'd chime in here (surprise).

The topic appears to be an emotional one for many of the folks that posted the past few weeks. Everyone seems to have a story or two about how they got the short end of the stick on some deal, be it a broker, a call center or whomever. As a very occasional broker, but mostly a consultant, here are a few thoughts, and please take them with a smile:

To Outsource Call Centers: Brokers are an option, not a requirement. If you do not wish to deal with a broker, then don't. Increase your internal sales efforts instead. Work harder. Close your own sales. Learn to prospect and network and build a reputation. Make your own phones ring. Just do it. And quit whining.

However, if you do decide to deal with a broker, then deal with them fairly. They're making too much money? Fine. See above. Nearly half of the call centers that we have placed business into have been very eager to sign contracts, only to fold their arms over their chests and frown at the commissions - and want to re-negotiate. Why? Because I'm making 'too much money'. Tell you what: I'll manage my own bottom line, thank you, and you manage yours. Deal?

And the next piece of business I'm asked to help place? Well, you figure it out.

To Brokers: I've enjoyed dealing with a few of you. But not many. By and large, I can't get many of you to a)return phone calls, b)provide good financials and c)provide much useful information. Which is fine, I suppose, business is business. If someone doesn't act professionally, I don't deal with them, and I don't lose any sleep over it.

However, when it's my turn to provide brokering services, I have to deal with the battle-scarred outsource companies who think I must be part of some secret society whose only mission in life is to cheat them out of their money. Guilt by association, I suppose - it really makes things difficult. Shape up, boys.

It boils down to this: bad marriage? Get counseling, or simply divorce. Quit spending time together. Quit making one another miserable. Go your separate ways! If you don't like brokers, don't use them. If you don't like working with outsource call centers, find other work. What's all the fuss about?

There's little, if any, strategic value in complaining about something, but not attempting to fix it.

Brent

Brent, I could not have said it any better and I pride myself on my ability to convey a thought well.

I agree that brokers, like myself, are a necessary evil in the industry. We allow fledgling call centers the ability to generate revenues while they are building their own internal sales force and network of contacts. Anyone who wants to gripe and whine should figure out the costs of establishing the network that I have over the last twenty five years.

At this point in time, I seem to be lacking in patience. If you don't want to pay the price, stay out out of the ballpark. Don't come to me asking me to source out work for you, leads, training, etc. and then complain about the price after the fact.

Many of our newer colleagues seem to think that a contract is the basis for further negotiation. Time is expensive in my domain, don't waste it, please.