Hiring skilled outbound phone sales agents is crucial for driving revenue, building customer relationships, and growing your eCommerce business through outbound phone calls. Whether you're a small eCommerce merchant or a large enterprise, having the right team of sales agents can make all the difference.
This guide will walk you through the process of staffing outbound phone sales agents, exploring the pros and cons of hiring offshore, nearshore, and onshore talent. We'll also introduce you to top Business Process Outsourcing (BPO) providers and job boards to help you build a robust team.
Understanding the three hiring models: Offshore, Nearshore, and Onshore
When hiring outbound phone sales agents, you have three primary options based on location: offshore, nearshore, and onshore. Each option has its unique advantages and considerations.
1. Offshore hiring
Offshore hiring refers to recruiting agents in countries geographically distant from your business. Popular offshore locations include the Philippines, India, and Eastern Europe.
Pros:
Cost efficiency: Offshore agents typically have lower labor costs, making this option highly economical.
Global talent pool: Access to a vast pool of skilled professionals with experience in outbound sales.
24/7 availability: Time zone differences can allow for around-the-clock coverage.
Cons:
Language and accent barriers: Communication issues may arise depending on the region and client expectations.
Cultural differences: Agents may need additional training to align with your target market's cultural nuances.
Time zones: If you are looking to staff mostly for American hours, that would mean that
Expected cost : $6 to $15 per hour
2. Nearshore hiring
Nearshore hiring involves recruiting agents in neighboring or nearby countries. For U.S.-based companies, this could mean hiring in regions like Mexico, Colombia, or north and south africa.
Pros:
Proximity and time zones: Being closer geographically can result in easier communication and collaboration.
Cultural similarities: Fewer cultural and language differences compared to offshore hiring.
Cost-effective: Often cheaper than onshore hiring while still being highly skilled.
Cons:
Limited cost savings: While still cost-effective, it may not offer the same financial benefits as offshore options.
Smaller talent pool: The range of candidates may be narrower compared to offshore markets.
Expected cost : $12 to $25 per hour
3. Onshore hiring
Onshore hiring means recruiting agents within your home country.
Pros:
Cultural alignment: Agents are familiar with local customs, idioms, and market preferences.
High quality of service: Onshore agents often provide better customer interactions due to cultural fluency and fewer communication barriers.
Easier oversight: Proximity makes training and monitoring simpler.
Cons:
Higher costs: Onshore agents tend to have higher labor and overhead costs.
Limited availability: The talent pool may be smaller and more competitive, especially for specialized skills.
Expected cost : $18 to $35 per hour
Partnering with business process outsourcing (BPO) providers
For eCommerce merchants and businesses looking for flexibility, efficiency, and expertise, partnering with a BPO can be an excellent option. BPOs specialize in recruiting, training, and managing teams of sales agents tailored to your business needs.
Here are some leading BPOs to consider:
TalentPop
TalentPop caters specifically to eCommerce brands, offering top-notch sales and support teams to handle inbound and outbound tasks.
Aventus
Aventus provides customized outsourcing solutions, including outbound sales teams. Known for its streamlined processes and global reach, Aventus helps businesses scale efficiently.
Influx
Influx provides on-demand, scalable outsourcing services for companies of all sizes. Their global talent pool ensures high-quality results for outbound sales campaigns.
Inevitable Agency
Specializing in customer-centric outsourcing solutions, Inevitable Agency is a great partner for businesses looking to build dedicated and motivated sales teams.
CreateCX
CreateCX focuses on delivering outstanding customer experiences through tailored outsourcing solutions, including sales team staffing.
HelpFlow
HelpFlow specializes in providing trained agents for eCommerce businesses, focusing on driving conversions through proactive sales outreach and customer support.
LTVplus
LTVplus is an outsourcing provider dedicated to eCommerce and SaaS businesses. They offer multilingual agents and customized strategies to maximize lifetime customer value.
Springboard
Springboard offers comprehensive outsourcing services, including sales agent staffing, to help businesses achieve measurable growth.
Using job boards to hire freelance sales agents
If you prefer to manage the hiring process yourself, job boards and freelancing platforms can connect you with skilled outbound phone sales agents. Here are some popular options:
Upwork
Upwork is one of the largest freelancing platforms, offering access to a global network of professionals. You can post jobs, review profiles, and hire agents for short-term projects or ongoing roles.
LinkedIn is a powerful tool for finding experienced sales professionals. You can post job openings or search for candidates using specific filters like location, industry, and experience level.
Indeed
Indeed is another reliable platform for hiring outbound sales agents. It offers both free and paid job postings to attract talent locally or globally.
Final thoughts
Staffing outbound phone sales agents is a critical step for growing your business. By understanding the pros and cons of offshore, nearshore, and onshore hiring models and how to leverage a BPO or use job boards, you can build a high-performing sales team that drives results in no time.
Remember, the key to success is not just hiring the right people but also providing them with the tools, training, and support to excel. Whether you’re a startup or an established enterprise, investing in your commerce sales team will pay dividends in the long run.
