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Q: What
are the laws regulating inbound call centers?
Q: Are
there any advantages of inbound work over outbound calling?
Q: Can
I do both inbound and outbound in the same call center?
Q: How
do I find clients?
Question: What
are the laws regulating inbound call centers?
Answer: Unlike outbound calling, which is saddled
with a plethora of regulations, inbound call centers currently have very
few laws relating directly to them. What laws do exist fall into two
categories: state and local laws and general business laws (that apply to
all business). Finding a local attorney familiar with these laws is
the best place to start. Having said that, be aware that there is
pending legislation in many jurisdictions targeting inbound teleservice
(outsourcing) call centers. Most revolve around disclosure and
privacy issues.
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Question: Are
there any advantages of inbound work over outbound calling?
Answer: There are several advantages. The first
is that there is much less stigma against inbound call centers, than
outbound. This results in it being easier to attack and maintain a
workforce, greater acceptance in your community (both the public and the
governing bodies), and being in a more vigorous and robust industry.
Another is that you have a much more predictable and consistent revenue
stream, which is great for planning, budgeting, obtaining loans, and
maximizing the value of your call center. A third advantage a
relative absence of onerous and ominous laws dictating how you run your
call center.
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Question: Can
I do both inbound and outbound in the same call center?
Answer: Some call centers do both inbound and
outbound calling, but most do not. It is certainly not something that
you should consider doing when you are starting out. You should
focus - and excel at - one or the other. Later on, once you have
mastered inbound calls, you might want to expand into outbound, but many
call center owners simply start a second call center to focus on that, as
opposed to mixing the two together.
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Question: How
do I find clients?
Answer: There are countless books, classes, and
resources about marketing and selling a non-tangible service. These
should be consulted and followed carefully. Aside from that, know
that finding clients will be hard work and will require dedication and
tenacity in following and believing in a marketing plan.
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