Smaller Call Centers Dry Up

The emerging trend in the BPO sector is that the smaller fries in the sector are drying up

. Call centers that flourished even a year back with budget-friendly call center services are now staring the barrel. They have little option on their hands because of several factors. One among them is the call center units have to be diversified these days to stay afloat. They have to include services like Medical Answering Services or even social media marketing. Smaller units are not able to do that because they lack the infrastructure. You cannot wake up and start offering web marketing services! You will have to prepare your employees for that, including training sessions and investments in suitable manpower.

All these would need finances and investments. In the current economic scenario, when telemarketing projects are running dry, these units have two options on their table: merging with a larger BPO unit, or selling out to them. The first option is something that many call centers in the first world countries is doing. Call center companies from third world countries like India or the Philippines are taking it up with these sick domestic units. There is mutual benefit from such tie-ups. The domestic units get the influx of cash that they need badly. The other party in the deal benefits from the clients that the domestic units have. They can consolidate their position in the foreign markets with the help of these tie-ups. Emerging trends also suggest that business firms are not willing to conduct business with partners that are located thousands of miles away. They want some physical representation of their business partners for better coordination.

Moving forward, smaller call center units dont have the required technology to match up. Lead generation and customer service need updated gadgets and equipment that these firms cannot afford to purchase. They can also not get such technology or manpower on board. The latest trend in lead generation is to develop mobile applications for smartphones and Android devices. Very few BPO companies can afford to invest in that kind of technology. Clients are demanding that such technologies are used for their work. When a call center is pitching for telemarketing projects, they have to make sure that they are covering these areas. At meetings, they will have to reveal what they can bring to the table.

Bigger call centers have databases. For any telemarketing project, data is an asset. With the right kind of Database Services, you can crack open sales lead generation puzzles and get steady streams of consumers in the kitty. But smaller call center units dont have that kind of data back-up. They rely on third party data sellers who provide cliched and much-used databases. You can hardly get any leads out of those, many of them are actually defunct email addresses and phone numbers. When you are bagging A-list projects, you cannot have such unproductive pockets in your BPO worksheet. Competition is the key and the smaller firms will lose out primarily because they dont have the infrastructure.

by: Jems Hug

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