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Call Center Consulting

Outsourcing Your B2B Call Center: The Benefits and Concerns
It may feel like you have to run faster and faster to keep up on the treadmill of customer acquisition, growth and retention. To do so, you may need to establish a call center or expand an existing one. If so, should you go in-house or outsource your call center needs? To help you with this decision, I compiled a list of the benefits of outsourcing your B2B call center as well as some concerns you need to address.

How to Create a World-Class B2B Call Center

Written by Thursday, 31 July 2014 00:00
How to Create a World-Class B2B Call Center
A marketing manager, Susan, was doing a stellar job with her online and offline marketing campaigns, generating leads by the bucketful. As soon as she received them, she passed them over to the sales manager to distribute among the sales force, expecting to receive praise and thanks for her outstanding efforts. But she heard nothing. Complete silence. Eventually, she stormed into the sales manager’s office and asked, “What’s going on? Aren’t the sales people happy with the leads? Why aren’t they out there closing the deals?”