[Franklin]

Hi
Anybody have any good experience with an offshore call center that understands the MCA space and they have good English speaking reps.
Thanks

The trials and joys of offshore team management.

Working with an Experienced vs Non-Experienced call center is not a straightforward question. It’s really a matter of preference once you realize what you’re getting into.



Working with an Experienced Call Center

Good news:

Better accents
Know the lingo
Know how to speak to merchants
Consistency in their Work and an underlying professionalism


Bad News:
Unless you know the call center well, your data is not safe, ESPECIALLY if they’re experienced in the MCA industry.



More Good News:
If you give them performance incentives, you make it profitable for them to remain
loyal to you and not worth the risk of losing the relationship. (Not 100% but it helps)

The other option is, you may know they share your data but you're fine with it, because you're better than every other broker, or you're offering a product most are not, so you have a competitive advantage regardless.


More Bad News:
Performance incentives means you're not getting the pennies on the dollar cost you were expecting (although still cheaper than the US).


-


Working with Non-Experienced Call Centers


Good News:
You build them from scratch and you manage them, so they follow your program, you direct their success, and they're generally loyal if you treat them well, which means fair compensation.


Bad News:
You’ll invest time and money in recruiting, hiring, managing.
They need to be trained and managed, and bad habits need to be broken.
And you have to keep them "tuned up"


You will need a good manager to oversee everything since you're not there physically…. someone who is always reachable, communicates well, and is on board with your vision, and motivated to be successful.


Assume you will have to provide data, dialing systems, texting, web links, and access to crm or web sheets.



More Bad News:
The bad news is that people in the same industry talk, so a friend may still try to convince him to make extra money selling your gringo's data, he'll never know or be able to prove.

More Good News:
You put security measures in place to make it clear you're watching and testing, (or give them the impression of that) with some visual deterrents.


Like when they login to your crm, an overlay appears:

“Welcome Sandeep Patel, your login has been recorded at 8:45 am. Please remember to logoff at the end of your shift, so the system does not continue to track your phone and PC usage”.



There are also hybrid options that have been successful in the past as well, where you’re less dependent on the skill of the overseas agent, or they don’t have full access to your data.

Let me know if you have any more questions.




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