We are considering locations for an Outbound Call Centre focusing on telemarketing to international locations, including a contract for a UK company. In order to reduce operating costs we will utilize VOIP for call termination, and to increase productivity we are looking into a suitable predictive/automated dialer, call scripting and call management software. The initial plan is to implement a <10 seat centre in either New Zealand or Sri Lanka, although other locations are under review.

We are exploring all facets with a view to implementing within 90 days. What we need at this stage is:

1. Comments on locations: Staffing costs, availability of staff, office space, technical support
2. Details of products available (predictive dialer compatible with VOIP)
3. Compatibility with VOIP. Please suggest the most suitable gateway/router.

Cisco: 17xx, 26xx, 36xx, 53xx
Quintum Tenor

4. Case studies including productivity increases, ROI etc
5. Technical overview and description of architecture (diagram if possible)
6. System requirements including servers, PC’s (we will go with a PC rather than a phone interface).
7. Costs of solution

Any feedback would be appreciated, I will share my progress on this forum.

Regards,

James Ryan
Nexus communications
nexus@newyork.com

The hosted or virtual call centre/predictive dialer seems like the best option to increase productivity and keep initial investment low. What I am looking for is a hosted solution backed by a leading software provider. I understand that Concerto is one of the leading names. Can anyone refer a hosted dialer provider using Unison. I would prefer UK/EU, as the termination is aslo to Europe, but I am open to all comments.

Thanks for all the emails.

Hi,

Just wondering if you have any further updates with your experience you could share?