Inbound Call Centers

Assess your inbound call center needs For smart management, inbound call center shopping begins with a needs analysis. Decide what inbound call centers can do for you -- order collection, customer service, tech support -- as well as how much volume you expect to throw their way, then proceed accordingly.

I recommend:  Consultants such as Worldwide Call Centers can help you evaluate your needs and choose a vendor from among the best inbound call centers; see Business.com for a directory of call center consultants.

Compare outsourced call centers with inbound call center software If your inbound call volume is low, and consists mostly of informational inquiries, consider on-site call management; inbound call center software is an ideal do-it-yourself solution. If your call volume is high, however, and includes more complex customer interactions, outsourced call centers, which are vendor-driven, are a better option.

I recommend:  If you're looking for inbound call center software, consider solutions such as Siebel's CRM Contact Center On Demand, Stratasoft and Amcat, which have built-in CRM capabilities. If you're looking for outsourced call centers and off-site solutions, however, look to companies such as AmeriCall, West and MPC Call Center. Virtual solutions such as those offered by Freedom Telework offer the best of both worlds.

Research offshore outsourced call centers While controversial, outsourced call centers in other countries are worth considering because they are cheaper by far than U.S.-based inbound call centers. You can minimize controversy and still take advantage of lower rates by employing inbound call centers closer to home, in Canada or the Caribbean, for example.

I recommend:  There are outsourced call centers worldwide, including Go4Customer, in India; International Market Access, in the Caribbean; Asian Call Centres, in the Philippines; and TigerTel/UTR, in Canada.

Inbound 'call' centers? Try inbound 'contact' centers Focused increasingly on comprehensive customer service, call centers are turning more and more into generalized contact centers, answering inquiries made not only by phone, but also by e-mail, instant message and web chat.

I recommend:  Popular vendors providing inbound call center software with wider contact center capabilities include Avaya, Nortel and Genesys.

Find inbound call centers with the special services you need Many inbound call centers offer unique services such as subject matter specialties and multilingual customer service reps, which can truly differentiate you with your customers.

I recommend:  Look for inbound call centers via the American Teleservices Association; its member directory is searchable by company type, location and specialty.