James Stinson, head of Global Sky, a Phillipines based call center describes a new approach for doing business that gives onshore business managers a higher degree of control.
The call center industry is booming overseas. With the enormous potential for savings, increasing numbers of onshore businesses are taking advantage of the economic benefits.
For most business owners the most serious issue is not how to outsource and but how to manage it effectively.
James Stinson, an American businessman with years of offshore contracting experience, says that it takes extra care and contracting skill to outsource properly and acquire the assurances and control to ensure your project functions effectively and remains in safe hands.
Some traditional call centers still bill by the hour per agent and companies do not have the opportunity or wherewithal to negotiate for higher degrees of management controls. This leads to excessive billing and lower operational quality. “There are several well known horror stories out there,” says Stinson, “but nowadays, disaster is pretty easy to avoid.”
“The right offshore contractor can offer you a solid foundation to run your own call center operation with options that fulfill your needs. You need to match the employees with the degrees of control you want.”
Stinson indicates that US and Canadian companies typically want to bring on the people they want, manage them the way that they want, and still have reasonable to full control over the quality of their call center campaigns.
Stinson advises companies to work carefully with their contractors, to find the right people and pay only for the hours that the people are actually working.
“You don’t need to build our own call center in the Philippines,” Stinson said, “but you do need to manage it carefully.”
“By negotiating added management controls, the seat leasing tactic costs significantly less than a full service solution,” Stinson said.
The latest data shows that the average all-inclusive cost of outsourcing to places like India or the Philippines is $10 – 12 an hour (assuming agents are calling 40 hours a week).
By comparison, the seat leasing costs come in at $4 an hour. The average salary of a call center agent in Manila is $2 an hour. And total contract costs average $6 per hour.
Seat leasing is an option that increases management control and reduces overall contract operating costs.
As for life in the Philippines, “It’s great. The weather is nice year round, the cost of living is 1/4th what it is in the US and Manila is just a short drive to some of the most gorgeous beaches in the world. Work in the call center during the week and go surfing on the weekend.”
Stinson’s company Global Sky, operates a call center operations facility in Manila, which is fully setup for inbound and outbound calling to places like the US, Canada, Australia, UK, and many other countries worldwide.
A free report titled "Better Outsourcing - Why Smart Companies Are Doing Seat Leasing " is available by clicking the link.
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