Call Center Outsourcing : Core Business Terms

For many companies, outsourcing call center functions is a more cost-effective solution than hosting one in-house. If you want to get the most bang for your buck, however, there are a few terms that you need to understand. International call centers, for example, may offer significant cost-savings, but may have a negative effect on public relations. You also should determine whether you need an inbound or outbound call center. Most important, however, is probably the National Do-Not-Call Registry.

Action Steps
The best contacts and resources to help you get it done

Inbound and outbound call centers

Inbound and outbound call centers are just like their names imply. Inbound call centers take calls from your customers. This is ideal for customer service issues and taking orders. Outbound call centers make calls to potential customers. This is also known as telemarketing.


Private label call center

With a private label call center, you can retain your company's brand. When a customer calls your number, they will think that they are calling your company directly.
Recommend: Advantage Reserve offers private label call center services and describes them on their website.


International call center

An international call center is located outside of the United States. Due to a lower standard of living, workers in other countries can accept lower wages than American workers.
Recommend: Call Centers India international call centers off shoring Inbound and Outbound Services.


National Do-Not-Call Registry

Consumers that do not wish to be contacted by telemarketing companies can put their phone number on the National Do-Not-Call Registry. It is illegal to call numbers that are on this list. Telemarketing companies must check their call list against the Do-Not-Call Registry once every 31 days.

Recommend: Visit the official National Do-Not-Call Registry for more details.


CRM software, customer relationship management

CRM stands for 'customer relationship management' and a CRM software program allows you to keep track of your customers. This is necessary when outsourcing call center services because you are not dealing with your customers directly. CRM software allows the call center workers to take notes about customers and log the calls that they make.