Are you using Upwork (formerly known as Odesk) for your business?
If you’re a small-time entrepreneur, then you’ve likely used or are using this platform. The variety of tasks you can hire freelancers to do is endless and it offers some great benefits – like tax liability exemption and payroll handling.
I’ve used it myself and have been able to find people who reliably perform very specific tasks for me on a recurring basis. For example, I outsource my flight videos to a guy on the other side of the world; he cuts my footage, adds effects and sends it back over.
Although, “Specific tasks” is the key term here.
I’ve come across a few businesses who use Upwork continuously, for most of their job openings. While that isn’t inherently a bad thing, it can impede the long-term company growth.
The reason is that when you outsource remotely through a platform like Upwork, you lose the ability to build and retain tacit knowledge within your organization. Upwork is great for finding a developer here or a graphic designer there. But, if the work calls for any extent of collaboration among your team members, this method can bring about headaches. Getting a team of people who are scattered around the world to collaborate can be frustrating – for you and for them. Now while there are many companies who have successfully built remote companies, there are still many who haven’t.
Having a team share an office can profoundly impact productivity. Move your developer, designer, customer service reps, data researcher and others into one office, and they’ll share a ton of knowledge among themselves. As a result, you’ll see their overall productivity will rise to a level not achievable with remote workers.
Because the training isn’t being passed on from worker to worker when you outsource remotely, the training process can be time-consuming at best and wasteful at worst. You might teach a lead prospector a very specific process, but all his knowledge and experience is lost as soon as he is gone. To overcome this loss of knowledge requires extensive documentation of each job that is continuously updated as the job evolves.
While it’s not impossible to find a long-term and reliable contractor, many work for multiple clients and will leave you the instant they get a full-time job offer. Plus, most Upwork contractors don’t take the work they do for you as seriously as they would for a full-time employer.
An alternative to hiring freelancers on Upwork is to build a team of contractors or employees that work directly with you. If the appeal of Upwork is lower rates, you might consider taking the work to a country like the Philippines, where the cost to employ somebody full-time would equal the cost of a part-time contractor in the US.
In addition, building a dedicated team of remote workers within the same environment allows you to conduct regular meetings, and allows them to communicate effectively in a shared office space.
If you have a specific task you’re looking to outsource, Upwork may very well be the best option out there as they offer some attractive perks and flexibility. But, if you’re a growing business that needs to outsource entire departments, you might want to step away from remote outsourcing and build yourself a team of people who will interact regularly, share knowledge and are dedicated exclusively to your company.
Publish Date: September 10, 2015 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|3.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
|7.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
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Your Own Caller ID
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Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
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Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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