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Frequently Asked Questions
CallCenter Outsourcing FAQ
There are many variables involved when it comes to finding the right call center. Here is a helpful checklist:
1. Does the call center present a clear cost savings over your current operations?
2. Does the call center represent geographical advantages? If so, what are they? (Accent, cost savings, etc.)
3. Are you clear on the value the call center offers at the cost it has proposed to you? (High value over cheapest price)
4. Do you have a good gut feeling about the call center? (Statistics show many successful business owners and CEOs make decisions based on intuition.)
5. Does the call center offer customized solutions to its clients rather than just canned services like answering calls? (Clients should get a feel for your branding and your culture through the call center you outsource with.)
6. Has the call center addressed reliability and infrastructure issues in its presentation? (A good call center should be proud of how reliable it is and the foundation it is built upon.)
7. Has the call center addressed employee care in its presentations? (Employee retention and satisfaction should be a concern. Find out how they handle internal affairs since it will affect your business.)
8. Does the call center have a good management team that oversees all aspects of its operation?
9. Is the call center an authority in its field?
How does Dedicated Rep measure up to this checklist?
1. Does the call center present a clear cost savings over your current operations? (It d oesn't make sense to outsource if you aren't saving money!)
To us, the decision to outsource is simple: if you currently pay more for the same or inferior service, its time to outsource.
2. Does the call center represent geographical advantages? If so what? (Accent, cost savings, etc.)
Dedicated Rep has strategically positioned itself in the Philippines primarily because of the accent advantages over India, a testament to the kind of talents that the Philippines can offer our clients. But more importantly, the decision to locate the business in the Philippines is because of the increased infrastructure support since many of the Fortune 500 companies like IBM, MCI, Apple, Microsoft, and Dell have paved the way here.
3. Are you clear on the value the call center offers at the cost it has proposed to you? (High value over cheapest price)
Dedicated Rep prides itself on delivering more than you pay for. We encourage you to try us out for a test campaign if you are unsure about what we can offer your company.
4. Do you have a good gut feeling about the call center? (Statistics show many successful business owners and CEOs make decisions based on intuition.)
Dedicated Rep tries to stay actively involved in the business community by writing articles and doing research on the latest in customer service. We know that business is all about gaining an edge over the competition and we do our best to keep our competitive advantage. If properly researched, it should be easy to get a good gut feeling about us. We are here as a friend and a reliable business support. We want to establish a long fruitful relationship with you.
5. Does the call center offer customized solutions to its clients rather than just canned services like answering calls? (Clients should get a feel for your branding and your culture through the call center you outsource with.)
Dedicated Rep offers solutions that are customized to the specific needs of each client. We accomplish this by getting to know your company and your vision beyond just customer service or outbound needs. Behind the need for solutions are goals. Understand the goals and everything else will fall into place.
6. Has the call center addressed reliability and infrastructure issues in its presentation? (A good call center should be proud of how reliable it is and the foundation it is built upon.)
Dedicated Rep built its network and infrastructure just like other technology leaders like Dell, Microsoft, Apple, and MCI. Great minds think alike. A robust phone and internet network coupled with state of the art equipment and software is complemented by an aesthetic work environment. E3 IPLC lines that run from the Philippines to Los Angeles provides high internet bandwidth capacity. Network and server technicians are always on stand-by for any eventuality. Optimum line clarity and line uptime is also ensured because of these complementary technologies. Dedicated Rep is flexible enough to handle any situation big or small.
7. Has the call center addressed employee care in its presentations? (Employee retention and satisfaction should be a concern, find out how they handle internal affairs since it will affect your business)
Dedicated Rep prides itself on being one of the highest paying call centers in the Philippines. This ensures that we are getting the top talents in the call center industry. Dedicated Rep also offers incentives based on customer and client satisfaction. A sensitive integration of US and Filipino culture has made employee retention and satisfaction a success.
8. Does the call center have a good management team that oversees all aspects of its operation?
The Dedicated Rep managers started their careers from the bottom and worked their way up to get to where they are today. These people achieved their success through hard work and making the right decisions in their careers. You can be sure long after you begin working with Dedicated Rep that you are being served by experienced entrepreneurs and professionals on site. These are professionals who care about seeing your business succeed as much as you do.
Dedicated Rep is American owned and managed. Its success can be directly attributed to the team that is running the company.
John Souza, CEO, ran his own successful IT business for 5 years before building Dedicated Rep into what it is today.
DwightStickler, has 4- year experience in the call center industry starting out as an agent, he is now Chief of Operations and responsible for training hundreds of American and Filipino agents.
Gary Beal, has a 20- year experience in the tech industry, and 7- year experience in the telecommunications field, working first in Los Angeles as an employee of one of the largest international long distance carriers, then as a business owner for 4 years in the Philippines, responsible for 30% of all telecommunications between Philippines and other countries.
9. Is the call center an authority in its field?
Through top level support, Dedicated Rep is poised to dominate the customer service outsourcing industry, especially in the Philippines. By staying in touch with the business community and contributing articles to respected publications, Dedicated Rep has proven itself to be an authority when it comes to customer service outsourcing and outbound communications.
“Call us today at 888-888-8528 or chat live with a Certified Chat Support Specialist.”
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