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How much money can I make from a out-source call center service provider?

Discussion in 'General Business' started by allsome, Dec 31, 2015.

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  1. #1
    Hi, I want to start a BPO/Call center business but don't fully know how... any help will be appreciated.

    and how much can I make per month?
     
    allsome, Dec 31, 2015 IP
  2. wisdomtool

    wisdomtool Moderator Staff

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    #2
    It is nearly impossible to tell, the size of the center, the targeted customer base etc all play a part on how much you can make. If you yourself is not sure of how to setup, it is best for you to gain experience before trying out.
     
    wisdomtool, Dec 31, 2015 IP
  3. sarahk

    sarahk iTamer Staff

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    #3
    Yep, get a management level job at someone else's call centre where you'll be privy to budgets, payroll etc.

    Smaller call centres frequently have a subsidiary which is a registered charity that fundraises in any downtime - they deduct "costs" from the takings and then donate the balance to a real charity. It's a good, legal (albeit amoral) way to balance the books.

    The key factor will be in selling the services of your call centre and getting clients - you may find it easier to buy an existing call centre. The cost of the software to run outbound and inbound calling will be significant. Add on hardware. And regardless of whether you are doing sales or support you'll need software to allow staff to quickly log calls, record faults, look up sales info or support resolutions. If you offer support think about how technical you want to get (first line and escalate the tricky ones elsewhere?).
     
    sarahk, Dec 31, 2015 IP
  4. NetStar

    NetStar Notable Member

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    #4
    I want to elaborate on Sarah's comment.

    About 15 or so years ago I worked at a telemarketing agency and sold auto warranties. There were these 2 teenagers there who would always out sell me. They just had this solid spiel. They worked there for about a year or so and learned the business before they left to start their own call center. They started out of their parents basement then moved in to a small shitty office and bought a dialer off from Ebay. They didn't handle complaints or cooperated with Credit Card companies correctly and spent every dollar of profit on frivolous items until they were forced to declare bankruptcy because they had 0 funds to fight legal battles they brought upon themselves. They shut down of course.

    I was doing freelance web design and programming at the time and found myself working for an auto group which was a former client of mine. I was reeling in very good money for my age and I invited one of those guys to work with me. Of course he did very well and got promoted in to Finance where he worked for a while until he got burnt out. He then went back to work at the Telemarketing Company selling auto warranties. He was a rock star at it and was soon promoted to a "Sales Manager" that would close other peoples deals. Then he was promoted to a Floor Manager. Then eventually to the General Sales Manager. He submerged himself in every angle of the business. A few years later he had enough capitol saved up to start his own call center. Him and a couple of other guys started the business and plucked some people they have networked with over the years to work out of their new office. It was just like before but now he was more knowledgeable and smarter. It didn't take long for his legitimate company to become profitable. Recently on FaceBook he posted a picture of an Audi R8 that must have cost $150k. He's successful.

    This guy's success is credited to learning the business inside and out from working through someone else's business. There is no online tutorial or single post on a forum that's every going to teach you that. So like Sarah says....go work for someone elses call center and LEARN. You will learn 1. how to obtain call lists 2. how to obtain marketing clients 3. secure financing on those products 4. what type of dialers to use 5. computer and software set up 6. how to BE a successful telemarketer 7. how to BE an unsuccessful telemarketer 8. how to manage and lead a team 9. the structure of the department 10. network with other like minded individuals that you will need later on.

    Being successful requires a LOT of learning and is usually achieved after a string of failures.
     
    NetStar, Dec 31, 2015 IP
    sarahk and malky66 like this.
  5. allsome

    allsome Active Member

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    #5
    Agrees and thanks for the feedback. I'm not a sales person but on a technical side I'm really good. I'm an Asterisk developer with 5 year experience. I had been doing freelancing work for call center companies in my area. I can manage, support and more from server to software level configuration in multiple platform and been doing that for some time now.

    I was never much involve in setting up the front end of the call center business. Means that getting clinets, writing spiels and more.. so thats why i asked you guys about it.


    I'm getting some good info here and Thanks all you guys for helping me out so far:)
     
    allsome, Dec 31, 2015 IP
  6. NetStar

    NetStar Notable Member

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    #6
    Having the technical knowledge on your side is awesome. But it won't make you any money. I would still suggest getting familiar with how the business operates before taking that next step. It's sort of mandatory.
     
    NetStar, Dec 31, 2015 IP
    sarahk likes this.
  7. sarahk

    sarahk iTamer Staff

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    #7
    I worked on a project for an internal call centre that supported the IT needs of all employees nationwide. The centre was brand new and part of a drive to be more efficient and cut costs (never mind that the software and my employer were eyewateringly expensive). They plucked the manager out of some other role in the company, probably to avoid making her redundant and sent her on a course or two. All the IT support groups had been reworked and relocated so there was a lot of change that the staff had to deal with.

    We knew, from dealing with the specialist support groups, that few SLAs were being met and there was a lot of discord about staffing levels. What we couldn't understand was why our system was reporting 100% success in meeting those SLAs. Something was broken and we had to find the code that was messing with the reports. I started by meeting the new manager and going through her routine to see if there was any point where the system was giving her problems. Turned out at the end of every day she stayed late and went through the cases they'd closed and edited the close times so that they fitted with company expectations. We had a talk about the political message that would give the company (100% success? must still be overstaffed, we can let more people go versus 50% success? how are people meant to do their jobs if IT support is letting them down, we better take on more support staff) and overnight the reporting "errors" disappeared.

    I totally understood her desire to show that she was doing her job well and that as the manager she was getting everything closed - she was new to the role after all. However a more experienced manager would have known to tackle the underlying problem.

    If you start a call centre and don't have that kind of experience you won't know what bad stats are really saying.
    Closing on cold calls is down? Problem with the sales script, the product, or the staff?
     
    sarahk, Dec 31, 2015 IP
    NetStar likes this.