Profile in Excellence - Outsource Consultants
A colleague of mine, Corey Kotlarz, is the President of Outsource Consultants LLC, a call center advisory company with a really great business model helping companies who are considering call center outsourcing or in need of call center consulting.
I recently interviewed Corey to discuss his company and call center outsourcing industry trends.
Q: What is Outsource Consultants’ business model?
Corey: OUTSOURCE CONSULTANTS is a call center advisory firm that helps companies find the best call center and BPO outsourced call centers. At no charge, we save our clients significant time and help minimize their risk when switching or selecting a new call center partner.
Q: What sets you apart from other call center advisory companies?
Corey: Our consultants have over 20 years of outsourcing experience. We use a deep-dive analysis and have done extensive research on several hundred global BPO's. This allows us to identify and provide unique solutions that help organizations save time in finding an outsource call center partner that is perfectly aligned to deliver optimal results and help gain impactful efficiencies. We have a very deep global call center network and can meet every language requirement, any specific call type or vertical market expertise needed for our global clients.
Q: How you have recently helped some of these clients?
Corey: We have recently helped many US-based companies reduce costs by over 50% of their internal costs by outsourcing. One retail/ecommerce client wanted to leverage outsourcing for handling basic call types such as inbound order status and order entry calls while also having the scalability to ramp up during their high volume seasonal peak.
Q: Do you focus on any specific vertical markets or countries?
Corey: We specialize in working with mid-size to Fortune 500 businesses in the industries of: energy, healthcare, medical, cable, telecom, wireless, education, political, catalog, utilities, DRTV, financial services, e-commerce and retail. We work with call centers in geographical areas such as: USA, Mexico, Philippines, most Central and Latin American countries, Europe and India.
Q: Where do you see Outsource Consultants going in the next 3 years and beyond?
Corey: I foresee significant growth over the next 3 years as the worldwide call-center outsourcing market is expected to reach $42.4 billion by 2018. We plan to focus more on the fastest growing outsourcing markets such as healthcare, telecom and financial services. In addition to our core outsourcing consulting services, we are currently expanding by offering assistance in matching buyers and sellers of call centers as well as helping companies select cloud-based call center software solutions.
Q: What trends are you seeing in the call center outsourcing industry?
Corey: A couple trends I’m seeing in the outsourcing industry are:
Near-shore markets are heating up. Locations such as Mexico, Caribbean, and most Central American and South American countries are very popular and becoming the fastest growing outsourcing region in the world. US companies are selecting the near-shore market as their region of choice due to the close proximity, time zones, and highly educated English and Spanish-speaking agents.
Q: What is the most important thing that people should know if they are considering outsourcing with a call center?
Corey: If you are outsourcing for the first time, it is important to clearly define and communicate what your outsourcing goals and objectives are and define your key requirements and KPI’s. This provides a road map for us to help our clients find the best outsourced-call center strategic partner.
Q: Any final thoughts?
Corey: Thank you for your time today.
If you want to reach to Corey his contact information is:
OUTSOURCE CONSULTANTS - Call Center Advisors
If you're interested in outsourcing with a call center, we can help at no charge!
Outsource Consultants are call center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers. Let us help you find the call center that best fits your requirements.