Outsourcing is used by an organization to reduce costs by transferring some portions of work to other companies.
Establishing a multichannel in-house call center is expensive as it requires investment in facilities, equipment, technology, human resource etc. So, by outsourcing, costs can be managed in a better way thereby improving ROI. Also, since the call centers are adept in customer care, they offer better customer experience, which builds goodwill for the company.
So, if you are concerned in saving your time and improve productive resources, then outsourcing your call center services is the best thing you can do. Read on to discover the reasons why it makes sense to outsource to a call center specialist:
- Reduced costs – Outsourced call center providers help you to reduce training costs, spread facility, equipment cost across many clients thereby benefitting by paying only for services that is needed on a transactional or per hour basis. So, you can utilize your resources for core business processes and this will help you in increasing your profit.
- Flexibility & scalability – Outsourced call center can plan for call volume peaks and valleys, schedule staff to work more efficiently which in turn reduce cost per call. Generally, outsourced call centers have the capacity to upgrade quickly for seasonal activity.
- Specialized industry knowledge – The managers and executives of the outsourced call center are experienced and have valuable insights and are sound in building strategies.
- Call managers signify your brand – Agents at outsourced call center are trained in many languages, fluent in English and are also trained to handle variety of client processes. So, the customers are satisfied thereby helping in building a brand.
- Expert management & support staff – Outsourcers employ and retain experienced managers and staff who help in workforce planning, quality assurance, technology and training.
- Cost management tools – The business model of outsourcing call center is based on costs per transaction. So, they invest in tools which measures per call costs. This call details are shared with clients which help them to measure the effectiveness of the campaign.
- Data collection & analysis – These call centers gives importance to capture and analyze the calls to gain insights which help to improve client process. They invest in technologies which are spread across multiple clients including analysis platform that can unlock useful insights from large amount of raw data.
- Quality monitoring & control – They have monitoring tools and performance assessment and improvement plans to ensure clients’ service level agreements or SLA are met. Highest priorities are given to answer time and first call resolution for critical measures of call center quality.
- Latest technology – The outsourced call centers invest in the best technology and software that have features like cloud based platforms, VoIP, web chat, SMS and other social media monitoring. They can spread the cost of these platforms across multiple clients, making the availability of technologies affordable.
- 24*7 services – Outsourced call centers provide service 24*7 services as around-the-clock availability is not a realistic in-house option for most organizations.
So, outsourcing can improve efficiency, streamline process and increase productivity, increase turnaround times, competitiveness within an industry and thus reducing operational costs.