Are All Call Centers the Same?

The Problem

No. There are thousands of call centers located within the United States, and literally hundreds of differences between them. Therefore, selecting the proper call center can be a very daunting process.

A lot of Red Hawk’s present clients tried outsourcing prior to working with Red Hawk, and were unhappy with the results. In most of these situations we found that this was because they did not spend nearly enough time researching potential call centers. When this happens, the client most often ends up selecting a call center that is not a good fit for their goals and unique value added proposition. This typically results in the client being unhappy with the results of their call program as there are multiple issues that they did not foresee.

The Solution
The Red Hawk Marketing Network

Red Hawk Marketing maintains a strong network of certified B2B call centers with impressive track records. The process to become one of our certified call centers is an extensive and vigorous process. We only work with the best. How do we do this? We review and track over 100 metrics associated with the call centers.

A Sample Of These Metrics Includes The Following:

• Is the cost of labor they charge relative to the quality of their telemarketing Sales Reps (TSR’s)?
• Does the call center do a lot of work in your industry?
• What type of technological set up does the call center have?
• How much training will the TSR’s receive on your value added proposition?
• Does the call center perform mostly inbound or outbound calling?
• What is their historical ratio of calls to leads?
• What is their historical ratio of calls to appointments?
• Does the call center have enough TSR’s to handle a call program for all of your sales reps?
• What is the length of the shift for the TSR’s?
• What is the call center’s business model?
• What are the quality management processes they have in place?

After Red Hawk Marketing completes the selection process we then work to Design, Build, Test, Implement & Manage the call program.

“A BUILDING IS ONLY AS SOLID AS ITS FOUNDATION”