Call Center Outsourcing

A Guide To Find The Right Call Center

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What is Call Center Outsourcing?

Call center outsourcing refers to the business strategy of partnering with an external company to manage customer contacts. The outsourced call center may reside internally, externally, or virtually depending on the needs of the parent company. The benefits of outsourcing include delegating the costly and time consuming efforts dedicated to hiring, training, quality assurance, and staffing, while creating the opportunity to focus your time on customer service strategy, insights, and the performance of your business.

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5 Steps To Call Center Outsourcing

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Step 1: Research

Questions to ask when conduction research:

  • Where should you go to find a Contact Center when researching online?
  • Why do locations matter?
  • What is the difference between Onshore, Nearshore, and Offshore?
  • How do you ask if they understand your business?
  • Do they serve like industries or verticals?
  • Is the Company a size fit?
    • Will you be a big fish in a small pond?
    • Will you be a small fish in a big pond?

Hint.  Neither is ideal!

Step 2: Contact/Qualify

 Important questions to ask during the second step:

  • How long have they been in business?
  • Do they service your Industry and have expertise?
  • Are they scalable and can they handle your expected growth?
  • Do they meet your security requirements?
  • Do their locations meet your needs? 

Step 3: The Process

FAQs you can expect from the call center firm to ask:

  1. When are you looking to make a change?  – This is designed to align expectations
  2. What is your training timeline? – This helps to understand the complexity
  3. What is the anticipated volume? – This helps to determine staffing
  4. What channels do you need help with (Calls, chat, email)? – Aligning skillsets
  5. Is there any historical data we can use for reference? – Looking for patterns

Step 4: Business Engagement

During this step, your potential partner will detail the following:

  1. Pricing and proposals
  2. Available services for your needs
    1. Customer support
    2. Sales
    3. Omnichannel support
    4. Tech support
  3. Support channels available
    1. SMS
    2. Voice
    3. Email
    4. Chat
    5. Social
  4. Systems and integration
  5. Sample contract and work order

Step 5: Implementation

Some of the key elements in this step include:

  • Finalized contract
  • A systems due diligence meeting
  • A comprehensive implementation plan
  • Training development
  • Successful production launch

Are you looking for an outsourced call center that can deliver the kind of brand experience that your customers expect?

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why outsource your call center

Why Should I Outsource my Call Center?

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You’ve worked hard to create a reputable brand with a loyal base of customers. You need a partner that will work just as hard. Global Response knows how to immerse ourselves in the culture of the brands we represent. From staffing and training, all the way to fielding the most complex inquiries, Global Response is committed to providing omnichannel experiences that build customer loyalty in every interaction.

The Outsourcing Process

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Our collaborative, four-pronged approach to implementing your call center solution, maps out every aspect of integration. Global Response will walk you step-by-step to a successful and on-time launch. Our process is standardized but our solutions are all custom to provide you with the systems and workflow that are best suited to your business needs. 

  • Strategy & Development:  Our experts and stakeholders meet to understand the objectives of your business and create a roadmap to success.
  • Processes & Procedures:  Each client receives a customized training program that fits their needs and budget.
  • Omni-channel Technology:  We are prepared to help you leverage our tools or support your existing systems for a seamless customer experience.
  • Talent & Training:  Your talent profiles and operations procedures are combined with our specialized hiring and training practices.
  • Reporting & Analysis:  Quality assurance, KPIs, and customer feedback drive actionable insights for your team’s improvement.
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The People

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Your brand will be in the best care. Certified Project Management Professionals (PMPs) will lead your integration, while a dedicated high quality management team trains Brand Specialists to be immersed in your culture.

  • The Right Fit: A Project Manager will be hand-selected to ensure optimal operations for your Brand.
  • Brand Specialists: Your team will be invested in representing your Brand and delivering an exceptional customer experience.
  • Collaborative Training:  Implementation and Training will meet with you to learn the ins-and-outs of your business and create custom materials just for your on-boarding.
  • Executive Access:  Our executive leadership is engaged with your business and aligned to your interests. We are completely invested in your success and are always just a phone call away.
  • Vibrant Culture: We foster creativity, innovation and team spirit within Global Response’s upbeat culture.

45+ years of customer engagement expertise

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Our success stories span nearly every industry with solutions custom-tailored to each unique brand. Learn more about a few of our focus areas.

Ready to build your customer experience dream team?

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Talk to a customer experience management expert today to learn how we can drive results for your business
Call center outsourcing solutions Team
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How we make each brand shine

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We’re more than just a “call center.”

At Global Response, we embrace the power of your brand and adopt a one-team mentality that puts you in the driver’s seat. We match highly skilled brand specialists with the brands they love, resulting in one-of-a-kind engagements every time. Customer experience management isn’t about reading a script and ticking a box – it’s about building unforgettable experiences that boost customer loyalty and brand reputation over the long term.

How we reduce costs and drive sales

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Put our customer experience solutions to work for you.

A full-service contact center can deliver outstanding return on investment – and accomplish so much more than a basic plug-and-play service. To increase sales and conversions, we use the best human-centric, data-driven methods to improve customer experience, reduce customer effort, and deliver high customer satisfaction. We provide actionable insights on our partners’ communication strategies, hone the process, and build intensely targeted engagement that converts.

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How FILA increased online sales with Global Response

FILA is an internationally renowned brand known as a pillar of excellence in the athleticwear industry–but in early 2020 they were losing customers due to negative customer service experiences. Their brand and reputation were taking a hit. FILA needed a solution – and they found it with Global Response.

In 2021 alone, online sales went up 25% and customer queries for orders and refunds decreased by 28%, thanks to the Global Response difference.

Fila Case Study

Ready To Engage Your Customers Like Never Before?

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Contact Us To Get Started.

Contact Us To Get Started.