Considerations for Outsourcing your Call Center

I am frequently presented with clients who have in-house call centers of 25-40 seats that want to use an answering service company for their overflow calls.

As we discuss what the call volume is and what exactly their needs are, it becomes evident that they are not only looking for overflow coverage, but they are really looking for a variable staffing model.

Generally, a 35 seat call center is not always fully staffed, which results in longer holds, service levels that are not acceptable, befuddled call center managers and unhappy clients.

The permanent variable staffing model fixes this; contract with an outsourcer for 5-7 agents, the outsourcer manages the over-flow AND allows the customer to manage the call center and the agents to maximum efficiency. Imagine having all seats full, agents at 75-80% productivity, and then the over-flow goes to an outsourcer. 

A monthly minimum is guaranteed to the outsourcer and is a fixed cost for the client. If they hit the high volumes or times when agents are out sick, they are covered.

The Permanent Variable Staffing Model is a great solution!

- Owner, Jeff Zindel