We are a Hotel call center seeking for ways to expand our business. Currently we are thinking about the possibilities of being an outsource service provider during our Low Call Volume periods. Any ideas?

Hi,

I suspect you'd need to provide more information about things like:

• size of centre


• inbound/outbound?


• location

...that kind of thing. Also, do a search in these forums (try the Google search on the main homepage) as I think this has been covered before.

John

TK,

What you are suggesting would radicly alter your business, it's structure and the work load of your employees.

I would suggest that you review your business plan with an external call centre consultant. They will have the relavent skills to assist you in identifying your target markets, processes and if necessary technology. There are a number of consultants details available on the Products and Servicesarea of CallCentreVoice.com

Good luck

Stuart Williams
Director
i-CALL Hosted & Virtual Call Centres

Ahhh Stuart...I couldn't have put it better myself ;-)

The point Stuart makes is very true - you're considering outsourced work as a sideline to your day to day business. I doubt any clients would like to think that their campaigns were second in line, if you know what I mean.

Regards,
Darryl

Darryl,

You are spot on with the observation about second class ervice. The obvious danger is what would happen if call volume was unexpectedly increased for the client and the existing business. Hence the need for a complete review of the plans and ideas before even 'selling' the services.

Stuart Williams
Director
i-CALL - Hosted & Virtual Call Centres

Hi,
Thanks, John, Stuart and Daryl for your input. Your insights are quite mind provoking and I agree that the issues raised are important.

Here is some additional information,

SIZE: We have approximately 200 on phone agents and we take an average of 13,000 inbound calls, with one of our desks open 24hours to service our premium members.

INBOUND: We are an Inbound center.

LOCATION: We are located in the Dallas/Fort Worth Metroplex, Texas, US.

TK.

TK,

As a suggestion, you may want to create a new team within your 200 agents and have them dedicated to your extenral client. The size of this team would be dependent on the size of client and expected call volume you wish to service.

You could also then put these agents within your normal call centre operations; but have them as an overflow department. Depending on your call flow and call peaks etc, you may find that they are not used extensively and can then concentrate on your new clients.

Once, you have your internal people and technology structure in place, you can though go and compete for business against other outsourced providers.
Good luck.

Stuart Williams
Director
i-CALL - Hosted & Virtual Call Centres

My company is ready and willing to set up the group required to handle the external client calls. But now, my main challenge is how to find the clients who would like to outsource their business. Anyone with ideas?

It may be an idea to look for work similar to what your call centre does at the moment. For example, if you're handling customer service enquiries for a hotel, then see if other (probably smaller) hotel groups would benefit from your knowledge.

This way, you'd not only be providing them with the service they require, but also an understanding of what best practice is within your arena. You also have proven experience of doing this.

Because this is already your business, you should be aware of the trade press / shows to advertise in which means there's less learning for you to do.

Regards,
db

Thanks Darryl,

I will try this and let you know what happens.