What is an outsourced call center?

Question 1: What is an outsourced call center? With the intensification of market competition, enterprises attach great importance to customer relationship management. An important reason is that modern enterprises have realized that customers are the life of enterprises, and enterprises without customers have no value. The change of modern enterprise management concept, the change of customer consumption concept and the complexity of customer data make customer relationship management a new hot spot. It is against this background that the concept of call center was introduced to China in the middle and late 1990s, and more and more enterprises attached importance to it. Many enterprises are aware of the unique advantages of call centers in customer relationship management, data mining, market research and telemarketing, and have set up or prepared to set up their own call centers to gain market opportunities. However, although some call centers built by enterprises have played an important role in the development of enterprises, many call centers built by enterprises are facing difficulties, which are mainly caused by two reasons: First, maintaining customers requires high expenses and huge management resources. Statistics show that the cost of maintaining an existing customer is 10 times that of developing a new customer. Establish an enterprise-level call center, and the initial investment in software and hardware will reach more than100000 yuan; This is only the beginning of the establishment, not including the long-term investment in management, training and personnel. Second, the lack of management experience restricts the role of self-built call centers. Although some enterprises have invested heavily in establishing enterprise-level call centers, due to insufficient consideration of the management problems faced by call centers, it has caused waste of personnel and wrangling between departments. For example, when recruiting call center agents (CSR), enterprises often require higher requirements (at least bachelor degree or above). According to relevant statistics, 80% of customer information is just some simple questions, which leads these high-quality talents to leave one after another because they think there is no future; And some full call centers are idle because of lack of information. On the other hand, the call center is a long-term strategy of close cooperation among all departments of the enterprise, and because of historical reasons, enterprises often can't coordinate the relationship between all departments well, so the call center can't carry out normal business. At present, many call centers established in China are facing such confusion that their own call centers cannot operate normally. In view of the fact that enterprises need the help of call centers to solve the problem of customer relationship management, on the other hand, self-built call centers are facing the above difficulties, and call centers with outsourcing services as the main mode have emerged as the times require, becoming the reinforcements of many difficult enterprises. In fact, as an outsourcing call center manager said: "Call center outsourcing service has been widely recognized abroad, so many foreign companies in China, including famous foreign companies such as Motorola and Tektronix, can easily become the first customers to use call center outsourcing service." In recent years, with the gradual development and maturity of call center outsourcing in China, many domestic enterprises have realized the benefits of rational application of call center outsourcing: 1. Specialization. Excellent call center providers can provide complete customer service solutions, such as customizable CRM interface, trained customer service representatives, background technology, data management technology, various reports and information management professionals. 2. Flexibility: Many companies will choose to outsource a certain number of access calls when implementing their own customer service centers. If properly managed, this can provide great flexibility for the peak and low demand of incoming calls. On the other hand, companies can obtain first-hand information by providing direct services to customers. 3. Cost saving: Call centers usually compete for prices, and large-scale call centers can reduce the average service cost of each customer. The provider of the call center can also be an ASP vendor of CRM, which greatly reduces the cost of CRM system implementation and integration. 4. The company can focus on its core business. By outsourcing customer service, the company can concentrate its limited resources on its core business, such as product development, market development and research and development. Of course, if the company's business is mainly to provide direct services to customers, then it needs to maintain its own internal contact center. Now many domestic enterprises have realized that in fact, it costs a certain amount of money to maintain customers every year, and it may not achieve satisfactory results. In that case, why not hand it over to a more professional company? > & gt

Question 2: What is outsourcing call center personnel? One of the most important tasks for every company nowadays is to control costs. Reducing costs is equivalent to increasing income. And income is everything. It enables companies to set lower prices, invest more money in new products and provide better customer service. How does the company make a competitive cost structure? Business process outsourcing (BPO) is just a coping strategy.

BPO is no longer a functional issue, but a widely discussed strategic issue. In fact, many companies are considering setting up a special CEO (CxO) to be responsible for the process outsourcing strategy and implementation.

President-level personnel should solve the following problems:

How to change from manufacturing outsourcing or software outsourcing to business process outsourcing?

Which processes are suitable for outsourcing?

What are the advantages and disadvantages of using offshore outsourcing suppliers?

What is the business plan for outsourcing services?

The architecture of business processes is undergoing some structural changes. In the cost-centered competitive environment, the further development of globalization and the widespread popularity of the Internet have promoted a new business trend-business process outsourcing (BPO).

BPO is an innovative business strategy, which involves the outsourcing of many business departments of the company, especially the customer-related departments, human resources departments, financial accounting departments, logistics departments and logistics service departments. It can help companies reduce costs and improve customer satisfaction.

Basic knowledge of 1 BPO: Every manager should know.

You may have heard the word BPO, and you may know that the world's top 500 companies and your competitors are all carrying out BPO, but is your own organization ready to adopt BPO?

Before introducing more, let's define what BPO is.

BPO refers to enterprises outsourcing some repetitive non-core or core business processes to suppliers to reduce costs and improve service quality. Because the BPO process is repetitive and takes the form of long-term contract, BPO is far beyond the scope of consultation. If BPO is successful, it can increase the value of the company. The difference between BPO and traditional IT outsourcing is that BPO can help enterprises complete outsourcing faster.

In a typical BPO contract, the outsourcing service provider will undertake specific functions of the company. Effective BPO is not only the outsourcing process, but also the outsourcing supplier will reorganize the process. Process reengineering includes implementing new technologies or using technologies to improve processes in new ways. It's hard to reach this level.

Just like Victor? Hugo said: "When an era of ideas comes, nothing can stop it." The era of BPO has arrived. Managing BPO relationship is a skill that every manager needs to master. In order to better understand this management problem, it is necessary to know some basic BPO knowledge.

2.BPO: Is it a fashion or a general trend?

We firmly believe that BPO and offshore outsourcing are the next big trend of business automation, and further realize the automation of business processes and systems by using external suppliers.

At present, enterprises are increasingly decentralized in terms of functions and resources. In the past 40 years, the main task of enterprise IT department is to realize the automation of operation unit in "four walls" and improve its efficiency. But now, fierce global competition forces enterprises to focus on their core business and find ways to reduce costs.

In order to realize BPO, we must build a new relational infrastructure and set up a new set of applications, and many companies have begun to do so. The change brought by BPO will be much greater than that brought by outsourcing of call center. It includes the establishment of interdependent infrastructure networks, technical services, multiple application parts and markets.

Considering the depth and breadth of BPO, we think that the market of BPO will be 10 ~ 20 times that of ERP and CRM, that is, 200 ~ 400 billion dollars.

Our BPO growth theory includes six main parts:

1) Under the heavy pressure of cost reduction, enterprises are ready to outsource business processes and applications. In the past forty years, almost all IT work has revolved around the realization of business process automation (such as general ledger, manufacturing, human resources). With these IT infrastructures, enterprises now hope to get more returns by further automating business processes, and at the same time, they should combine core business processes with ... & gt

Question 3: What does call center outsourcing mean? Shanghai Zhao Hong Information Technology Co., Ltd. tells you that outsourcing, in layman's terms, is something that more professionals do. Call center outsourcing is an enterprise outsourcing its own company's call center business to a professional call center solution service provider, focusing on its own product production and sales. For more information, please consult Zhao Hong Call Center.

Remember to adopt

Question 4: What does the outsourcing call center do? The outsourced call center is service outsourcing, just like 10086 and 10000, all of which are outsourced.

I hope I can help you, and I hope to adopt it! !

Question 5: What does call center service outsourcing do? Service outsourcing is nothing more than within the scope of services, such as:

Ping An Insurance, every time you make a customer service call, the operator who answers the phone is not a Ping An staff member, but a call center staff member. They signed a call center service outsourcing business with Ping An Insurance, and the company undertakes all 95565 wiring customer service services of Ping An Company.

Question 6: What is call center outsourcing? At present, call center outsourcing business is very common. Wuhan New Network Information summarizes the following call center outsourcing business classifications:

1. These customers are closely related to enterprises, such as telecommunications, banking, insurance and e-commerce.

Second, although there are a large number of enterprise users, there is no particularly close relationship between enterprises and users. For example: IT industry, departments, securities, automobile industry, household appliances industry, medical industry and so on.

Third, small and medium-sized enterprises, such call center outsourcing requires extremely high customer service quality.

You can cooperate with them directly, which is a good choice. ~~

Question 7: How much is the call center outsourcing? There are many kinds of charging methods, which can be calculated according to the time of seating, the number of orders, or the number of calls, depending on the communication situation. Shanghai Tianrun Rongtong-a professional service provider of managed call center, welcome to inquire:13381611500 Shi Lei.

Question 8: What is the meaning of a call center? Call center, also known as customer service center, is a comprehensive information service system based on CTI (Computer Telephone Integration) technology, which makes full use of the integration of various functions of communication network and computer network, integrates with enterprises, and effectively provides customers with high quality, efficient and all-round services by using various advanced communication means. At first glance, the call center seems to be an enterprise whose outermost layer is the service layer. In fact, it is not only for external users, but also plays a very important role in coordinating the management, service, scheduling and value-added of the whole enterprise.

Question 9: Several modes of call center outsourcing Call center outsourcing business usually includes three cooperation modes: 1. Call center seat outsourcing provides professional call center seat outsourcing services, which can be subdivided into site outsourcing, system outsourcing, workstation outsourcing, custody leasing and so on. For customers, there is no need to invest a lot of construction and start-up funds, and there is no need to invest manpower and energy to pay attention to workplace construction. They just need to focus on how to develop and operate their core business. 2. In the past, the traditional model of call center outsourcing separated the employment and use of labor, which led to a large number of recruitment and resignation in call centers. The new mode of manpower outsourcing and labor dispatch (infoBPO) initiated by Yilun Yilun integrates personnel recruitment and personnel retention, which can not only save the manpower use and management costs of the employing enterprises, but also greatly reduce the loss of seat staff, especially excellent personnel. 3. The call center full-service outsourcing mode will be comprehensively analyzed according to the customer's industry characteristics, outsourcing business characteristics, business performance requirements and business-driven types, and the business feasibility analysis and quotation reference will be determined through a small number of trial call models (infoSF) independently developed. Business types include outbound marketing, inbound customer service, questionnaire survey, etc.

Question 10: What are the advantages of call center outsourcing? The system is opened quickly, the center scale is flexible, and the call center management is professional, but the high cost and insufficient security are also great challenges. If you are interested in the call center, I'll introduce you to Chongqing Thorn Bird Call Center, which has a good reputation and has its own patented products.