A B2B company should meet the following criteria:
If your business falls into one of these categories, then creating a contact center is more than relevant. Practice and numerous positive reviews confirm the effectiveness of this tool.
What remains is to decide on the contact center format:
The purposes of the call center largely depend on the type of company. In most cases, they have the following tasks:
These are just a few main positions directly affecting business efficiency and profitability.
Needless to say, organizing a call center is not an easy task. It requires a responsible approach and attention to all the details of the process. Suppose you have set the goals and results for your company to achieve. To implement them, you need:
Keep in mind that the initial setup of equipment and training of employees is only the beginning. For effective work, you need to support the functioning of the department constantly:
To make the right decision, you should take into account the main parameters of creating a contact center.
| Outsourcing | Corporate call-center | Outsourcing |
| Business plan | The organization of the effective work of a contact center should start from the planning stage. Qualification of full-time employees is not enough, so you will have to use the services of third-party specialists. | To receive qualified recommendations on a call center, you need to tell the contractor the current goals you are setting for the department. |
| Technical equipment | As a rule, inexpensive equipment does not provide high-quality communication with the client. | Companies providing call-center services work with high-quality expensive equipment that fully meets modern needs. |
| Placement | The call center service is often placed in a crowded and noisy area to save space or maintenance costs. | Managers work in special rooms, providing 20 square meters for each worker. |
| Staff | Training staff requires time, finances, and monthly salaries. Thus, the additional burden falls on the personnel department and accounting. | The staff is already trained. Their salary is included in the service cost. |
The ability to sell anything to anyone is considered a sign of a good salesperson. A person who is a leader by nature is supposed to be able to organize people and motivate them to work in any situation. However, it does not always work when it comes to B2B customer service.
Providing services to enterprises requires the experience and competencies of a sales manager. A good B2B seller is one who:
Deals, where corporations are clients, are defined by a long sales cycle. The manager at B2B has to do much more than the standard minimum (cold calls, sending commercial offers, preparing product presentations). One must have a strategic work approach, carefully consider and plan each step and predict consequences.
One of the main factors of successful B2B sales is sound personnel management. Many popular methods of staff motivation actively used in other market segments appear useless in this area.
For example, cold calls. If “the more calls, the more deals” works in FMCG, it is not usually applicable to the B2B market. It consists of a limited number of players, and the quality of calls is much more important than quantity. The salary of a sales manager who works in the B2B field does not depend on the number of cold calls made; there is another way of motivating and increasing wages.
The B2B market aims to provide businesses with the necessary services and products. Effective work in this area requires experience, strategic planning, and sales management skills.
Preparation for a corporate or outsourcing contact center setup is carried out in several areas:
If the company is young, it has a few calls, and the need for calling clients is seasonal, it is better to use outsourced contact center services.
This is also appropriate for large companies that have well-established processes for receiving and processing calls. In this case, they can reduce the cost of servicing each call without creating additional jobs and conditions for staff.
Launching an outsourcing project takes 3-10 days and costs $100 - $700 per project. Minutes of conversation and leads are charged separately. The price of a minute is fixed and depends on the scale of the enterprise, $1.5 on average. Lead generation costs $0.5 - $20, depending on the complexity of the product and its mass consumption.
Regarding a corporate center, organizing one operator’s workplace would cost about $1,000. It includes:
The implementation period is about a month. During this time, it is necessary to:
| Advantages | Disadvantages |
| A one-time payment for software and hardware | Hardware and software are more expensive |
| The possibility of operational control and correction of operators | Technical support costs |
| The ability to open additional services (sales, customer support etc.) | Equipping workplaces |
| Hiring and training specialists | |
| Rental of premises | |
| Staff salaries and taxes |
Choosing the best call center format for your business completely depends on your needs and the specifics of your company.
Why do companies opt for outsourcing by Simply Contact? We have worked for over nine years and successfully supported numerous projects in Ukraine, the USA, Israel, and the Czech Republic. Working with us is profitable and pleasant!
If you decide to outsource your B2B contact center, we will gladly address your business needs.
At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
Get fast answers to any remaining questions
Thank you.
Your request has been sent successfully.
