Inbound Telemarketing: Haband Exec Explains When to Outsource

* Haband was comfortable with the ethnicity of Filipino call-center reps because “their accent is of undeterminable origin,” Baney said. “Though I’d be hard-pressed to determine where they were from if I didn’t know.”

* When it used to operate its own call center domestically, Haband had rent and reps to pay whether or not call volume was high. “It was great when we were busy, but overnight, weekends or during the summer it wasn’t very cost-efficient,” Baney said. So outsourcing with “one massive fixed cost” was the solution.