Outsourcing decision:
InfoCision meets outsourcing demand

When it comes to choosing an outsourcing call center partner, there are many factors to consider.  One of the troubles companies face is the decision to choose an offshore call center company versus a domestic company like InfoCision.  Consider these factors when making your decision.

Quality control
All too often, the issue of quality control and fraudulent appeals to consumers arises with off-shore telemarketing operations.  Some supervisors in offshore centers tell agents to embellish their sales pitches in an attempt to trick customers.  Situations such as these are less likely to arise in U.S. call centers simply because employees are more familiar with American laws and quality-control standards.  The close proximity between companies and their outsourcing partners also allows companies to be more involved in their programs and maintain more control. 

Consumer privacy
With concern over identity theft ever increasing, ensuring consumer privacy is key to the success of your business.  Many countries do not have the same laws protecting consumer information that the United States does.  When you work with a domestic call center such as InfoCision, you can be sure that your consumer data stays in the United States and is protected by American laws and law enforcement. 

Regulatory compliance
One of the most important aspects in choosing a telemarketing company is whether you can trust your call center to be compliant with all federal and state regulations.  Many offshore partners are not familiar with our laws and regulations and violating these can result in fines to your company as hefty as $11,000 per call.  While it is true that many telemarketing companies suffered due to strict do-not-call regulations, InfoCision adheres to increasingly restrictive telemarketing laws and still produces superior results for its clients. 

Customer service
As with all of your business decisions, the most important thing to keep in mind is your customers when choosing to outsource your call center operations to an offshore partner or a domestic company.  It is general knowledge that if you don’t take care of your customers, they will leave.  Companies that sacrifice call center quality for short-term savings in operations end up losing customers and profits.

Domestic advantage
As more and more companies discover the advantages to choosing a domestic outsourcing partner, they are more likely to redirect their programs from offshore centers back to U.S. companies that can better serve them by focusing on quality, customer service and compliance.  InfoCision is proof of this fact as we continue to increase in sales from year to year. 
 

Back to Issue 4 / August 2007