What’s the Process of Outsourcing Call Center Agents?

Interested in Outsourcing, but don't know where to start?

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If you’re interested in outsourcing, but don’t know where to start, or what it entails, learn how easy Pac Biz’s Outsourcing Process is, and how to start saving significant amounts in payroll costs.

For inbound customer service, outsourcing representatives is the best way to scale your business and maximize profits. It’s easy to outsource with Pac Biz. Not only is Pac Biz a trusted, American-owned company, but also an all-inclusive service is provided with a flat monthly fee that covers training, supervisors, managers, 24/7 IT monitoring, equipment, benefits, and more.

Wondering what it takes to get started? It can seem overwhelming, but we’re here to guide you through the process, for the best, most seamless experience.

Submit Online Request

Clients can easily sign up with Pac Biz by filling out our online form with relevant information about your business, including the industry that you’re in. We’ll get into contact with you to get a better understanding of your operations and provide customized solutions for your particular situation.

Scheduling a Meeting

Ready to learn more? Schedule a discovery call with our business development. 

Of course, any outsourcing company should see to it that the clients are a good fit. It will just take 10-15 minutes to get to know your business and how Pac Biz can help. Ask any questions or reveal doubts you might have, learn about our success and get connected to referrals.

Get a Customized Monthly Package

As part of our outsourcing process, Pac Biz will then schedule a Zoom or UberConference call to present details and diagrams on how and where we’ll step in with your current operations, giving clients a clear understanding of how Pac Biz works. Learn about what is included in monthly packages including benefits such as managers, QA analysts, supervisors, and more.

During this stage, we’ll analyze business needs to determine which package would best support your professional interests.

A contract is then sent with proposed deliverables and breakdown of services with pricing and other important details.

The Onboarding Call

Following agreement, the client, Pac Biz manager and business development team will participate in the onboarding call. The business development team will introduce the client to the account manager, who is the point of contact at Pac Biz and the one responsible for managing the agents. The account manager works with Pac Biz HR to schedule interviews for agents if the client wants to get to know their agents before hiring.

Payment

The first payment is due prior to going live. While Pac Biz does not charge a fee for training, we collect the first payment after the training has been completed. The duration of the training is anywhere from 1 to 3 weeks, depending on the industry.

The Training Process

At this stage, the point of contact will be the Pac Biz training department to ensure that the process goes smoothly and that the agents become well-versed in handling the account. This is Pac Biz’s assurance to provide quality output each step of the way

Going Live

Once training finishes, the manager will then take over to become the direct point of contact. There is also a manager or supervisor assigned to each client that will provide weekly reports and conduct meetings upon the client’s request.

Depending on the phone system, online chat platform, etc of each client, Pac Biz’s IT department ensures a smooth transition to providing secure access to agents. Schedule our agents as you normally would local employees. Our clients easily request holiday coverage and sick leave coverage for when your in-house employees need a day off.

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