Examples of how contract call centres are used

Overflow

If the call centre is structured around a set number of resources and a back-up develops with customers waiting on hold, you can build your system to route the callers on hold to an outside call centre.  This will prevent your customers from having to wait long periods of time to hold.

After Hours

If the client needs to respond to callers beyond normal business hours and do not want to staff a call centre after hours.  This is ideal for 24 hour response times and handling calls from customers who are in different time zones.

Seasonal Service Times

Outsourced call centres can help handle your calls during seasonal peak periods without requiring you to add permanent staff.

Limited Resources

If you cannot afford the staffing, physical facilities, equipment and management structure, contract it out.