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Jan 24, 2015
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Off-shore PricingOff-shore Pricing
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InSO - Proprietary
ObjectiveObjective
The objective of this document is to present facts about the business sense of outsourcing strategic call center services, so that the your company can make an informed decision
This presentation outlines the advantages and ways of outsourcing your inbound, outbound and/or customer service needs to InSO
The information provided in this document is based on real facts
InSO - Proprietary
Why InSO? - InSO Meets and Exceeds your Why InSO? - InSO Meets and Exceeds your expectationsexpectations
We guarantee… You WILL reduce your operational costs AND get top notch Quality
10+ years of exclusive experience in the Call Center industry
5+ years of consulting to US Call Centers on outsourcing
Proven Track Record – Over 200 successful inbound, outbound and Customer Service campaigns
Experience handling radio, TV, mailer, print and outbound telemarketing campaigns
InSO - Proprietary
Why InSO? - InSO Meets and Exceeds your Why InSO? - InSO Meets and Exceeds your expectationsexpectations
US based Company – Head office in Los Angeles County & Contact Center in India – No risk of dealing with remote companies
Team of committed and experienced professionals in the Call Center industry
Strict adherence to FTC/FCC Regulations
Comprehensive and on-going training by US trainers - International Culture, Accent, Industry and Product Specific Training, Phone Etiquette
Our ability to scale quickly, while maintaining high quality
InSO - Proprietary
About InSOAbout InSO
Our Mission:Our Mission: To be a global leader providing Call Center
solutions that facilitate our clients in accomplishing their
objectives. We aim to be the most sought-after organization
for our clients, associates, partners and investors while
fulfilling our social responsibilities.
Started by marketing professionals with more than 10 years of experience in call center outsourcing
Over 60 call center professionals focusing exclusively on inbound & outbound campaigns.
Capacity: up to 120 seats at a time Continuous emphasis on profit, quality, integrity,
confidentiality, and long lasting relationships
InSO - Proprietary
Achievements – Outbound TelemarketingAchievements – Outbound Telemarketing
Company – 1:# of Agents: 11Monthly Inbound Sales Rev.: Monthly Inbound Sales Rev.: $37,950$37,950Monthly Outbound Sales Revenue: Monthly Outbound Sales Revenue: $59,325$59,325Services Provided: Order Taking, Customer Service &
TelemarketingService Method: Phone, E-mail
Company – 2:# of Agents: 9Monthly Inbound Sales Rev.: Monthly Inbound Sales Rev.: $26,105$26,105Monthly Outbound Sales Revenue: Monthly Outbound Sales Revenue: $36,781$36,781Services Provided: Order Taking, & Outbound TelemarketingService Method: Phone
InSO - Proprietary
Achievements – Outbound TelemarketingAchievements – Outbound Telemarketing
Company – 3:# of Agents: 10Monthly Inbound Sales Rev.: Monthly Inbound Sales Rev.: $17,100$17,100Monthly Outbound Sales Revenue: Monthly Outbound Sales Revenue: $48,950$48,950Services Provided: Order Taking, Customer Service &
TelemarketingService Method: Phone, E-mail, Chat
Company – 4:# of Agents: 6Monthly Outbound Sales Revenue: Monthly Outbound Sales Revenue: $33,605$33,605Services Provided: Outbound TelemarketingService Method: Phone
InSO - Proprietary
Achievements – Outbound TelemarketingAchievements – Outbound Telemarketing
Company – 5:# of Agents: 12Monthly Outbound Sales Revenue: Monthly Outbound Sales Revenue: $63,000$63,000Services Provided: Outbound TelemarketingService Method: Phone
Company – 6:# of Agents: 3Monthly Inbound Sales Rev.: $8,900Monthly Inbound Sales Rev.: $8,900Outbound Sales Revenue: $6,000Outbound Sales Revenue: $6,000Services Provided: Order Taking, Customer Service &
TelemarketingService Method: Phone, Chat, Email
InSO - Proprietary
Achievements – Customer Service CampaignsAchievements – Customer Service Campaigns
HG Campaign #1: Improved customer retention by 25%25% Expanded from 3 agents to 10 agents within 3 months Generated $12,000$12,000/Month revenue on an avg. by cross-selling Generated $24,000/Month on customer credit card declines Improved quality control by monitoring inbound/outbound agents
WRL Campaign #2 Improved customer retention by 33%33% Expanded from 4 agents to 14 agents within 6 months Generated $9,000$9,000 every month by cross-selling Generated $32,000$32,000/Month on customer credit card declines Improved quality control by monitoring inbound/outbound agents
**** Please contact us to get more information on our past achievements.
InSO - Proprietary
Cost Comparison AnalysisCost Comparison Analysis
Parameters InSO Other Call Center
Call Center In-house
# of Agents 10 10 10
Agents Cost(160 Hrs/Month/Agent)
Performance Based Payout
No-Risk
$30,400 $25,400
Office/Telecom/IT Expenses
$0 $0 $9,000
Management Expenses $0 $0 $5,000
Total Cost To Be Determined
$30,400 $39,400
** All rates listed above are for customer service campaigns. All rates listed above are for customer service campaigns.
InSO - Proprietary
What you get at InSOWhat you get at InSO
Cost competitive and cost effective
Fully trained, dedicated quality professionalsdedicated quality professionals who meet FTC standards dedicated for your campaigns
A Dedicated Project ManagerDedicated Project Manager who will work closely with you on all aspects of your campaigns
Full time, Dedicated & Quality Manager for every shift
Call Handling Capacity to meet almost any need
World-wide Direct Communications
Reliable Links with > 99% uptime99% uptime maintained currently
Exclusive focus on US clients
Quality Assurance Monitoring with specially assigned personnel and call recording facility
Professional, on-time and accurate reports Reports Include: Talk Time Report, Call Disposition Report & Call Detailed Report. (Custom reporting is also available)
Guaranteed lower call abandoned rate & lower average talk time
**** All equipment is Enterprise Class with inbuilt redundancy for core modules, interfaces and power supplies. All traffic is prioritized to handle reduced capacity during failure.
InSO - Proprietary
ResponsibilitiesResponsibilities
Client Responsibilities:Client Responsibilities:
Provide information about products & services, hours of operation, business rules, campaign & skill-set requirements, necessary training & campaign documents
Agree on terms & conditions and sign the contract Provide information on campaign start date Provide script if available Provide training to InSO project manager & perform other necessary steps required to
start the campaign Provide on-going training, support and feedback to InSO
Our Responsibilities:Our Responsibilities:
Gather information about the campaign from Client Agree on terms & conditions and sign the contract Gather reporting requirements from Client Prepare campaign script if required Get client sign-off on the prepared documents Provide documents to trainer for training staff members Configure work stations & reporting system for the campaign Test trained staff & system to ensure proper service Go-Live Provide daily reports to the Client Provide live call wave files to the Client if necessary
InSO - Proprietary
Next Steps…Next Steps…
Schedule web/chat/phone meeting with InSO analyst
Identify business requirements
Identify and create detailed campaign requirements
Agree on proposal and contract
Agree on timeline
Start execution
InSO - Proprietary
ConclusionConclusion
Thank you for taking the time to go over our proposed ideas for your call center requirements. We look forward to putting our best resources to work for you.
We believe that you will find this document addresses all your questions and provides you with enough information to make a decision. If, on the other hand, you require additional information, please feel free to contact us.
Contact Information:
Suresh DakshinaSenior Marketing ManagerInternational Services OutsourcingE-mail: [email protected]: (626) 531 - 6080