Who are the market leaders in low cost outsourced CRM (call center) who
also handle credit card processing and perhaps even repeat (monthly)
billing? Are there many companies that do both? Or would it be better
to use two separate companies to do this?
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I'm afraid your question has too much to it to provide the specific
answer you're looking for - a leading low-cost outsourcer that does some
very specific financial transactions. There are many outsourcers, none
of whom are rated by anyone based on these criteria, as far as I know.
Selecting an outsourcer for call center services is a very important
decision that should be supported by careful due diligence to identify
and evaluate vendors that have the right characteristics to match your
needs - including things like size, culture, services, pricing, agility,
customer relationships, reporting, and more. There are likely companies
that would deliver all that you are seeking, but again the decision to
go with one vs. separate companies depends on what you're looking for.
I suggest some time first to further define your requirements, and then
do some preliminary screening on a number of companies (e.g., 10) based
on your top 5-10 criteria. Then, conduct a more detailed evaluation of
the top 3-5 vendors using a thorough RFP process, including reference
checks and site visits. There are some sites that act as brokers for
outsourcers, so that is one potential avenue for you to try to connect
with potential providers. However, many of the top outsourcers won't
appear on those lists, as they have their own strong direct sales
forces. Take your time with this important decision!
This was first published in April 2004
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