Inside Call Center Outsourcing Companies

Today, call center outsourcing is becoming a vast enterprise providing jobs and cost-effective strategies for large businesses. For consumers, using a call center outsourcing company allows them the chance to resolve an issue with agents who are trained specialists in the particular field.

Within any industry, the customer service management department is extremely important, as interactions between a company and its customers is a relationship that if weakened could destroy the integrity of the business.

One company that understand this all too well is iQor (News - Alert), a large call center outsourcing enterprise in the United States.

iQor uses a TeQ21 system which provides end-to-end process automation, real-time analytics on the proprietary QuantuMatch database, complete desktop virtualization for data security and 100 percent call recording with speech recognition software.

According to Advertising Age, each month the call center outsourcing company receives and makes more than 20 million telephone calls and each recording is saved for at least 90 days.

Although the company has proven to be successful, there was a time when the call center outsourcing service was losing lots of money. It wasn’t until 2003 when Norm Merrit became iQor’s CFO and COO, and switched phones and local hard drives to an all VoIP and cloud storage system. Now iQor is raking in annual revenue of $500 million, thanks to Merrit making the call center experience around the world uniform.

Through time, the call center outsourcing provider has found that the number of agents to which each supervisor is assigned should be exactly 14. According to Advertising Age (News - Alert), if you have a team of 14 that begins and ends shifts together it promotes a lot of interaction and coaching sessions to help advance the ways customer service is handled.

In order to boost employee morale and instill values, iQor typically have the walls of their call center outsourcing offices decorated with sayings that read: “I am a valuable person. I am worthwhile. I bring value to the company. And that’s why I smile.”