5 reasons why you should outsource your call center

by Mike K. Post your article at Aleshatech.com

Companies, whether small or large, need to focus on the core competencies of the business. Most large companies outsource call center functions to offshore firms for a number of reasons.

Outsourcing your call center functions to specialized service providers have many benefits. When it comes to multiple customer communication channels such as emails, calls, web chats, and text messages – it is better to outsource. But why? In this article, we give you the reasons. Read on!

1. Cost Reduction

It is not easy for many companies to set up a call center – because it requires significant investments in equipment, facilities, operations, and staffing. So, outsourced call centers allow you to reduce these costs.

For instance, such costs can be spread across many customers, who take advantage of paying only for the services required on a per-hour or transactional basis. In addition, outsourced call centers or BPOs can likewise “share” representatives or agents with multiple clients. In this regard, the “share-agent” strategy reduce idle time as well as deliver much lower costs per call rates for customers.

Related image

2. Specialized Management

Outsourcing firms are qualified to service providers, and they work substantially to attract professionally trained managers and support staff. These individuals have many years of BPO experience and know exactly how to solve the problems and make the overall process effective.

On the other hand, in-house call centers have limitations – for instance, the providing client care of one type of service or product – it is not easy to develop the type of sophisticated institutional knowledge, abilities, and skills required for top-tier client service. Therefore, outsources have the ability to attract and retain qualified professionals in call center staff planning, technology support, training, and quality assurance.

3. Specialized Industry Knowledge

Outsourcers are specialized companies with a top-notch understanding of BPO services for specific industries. The managers and executives of such call centers have valuable insights, sophisticated strategies, and proven approaches, which can only come from years of experience.

For instance, there exist outsourcers, which for many years have provided contact center services for a number of client-rewards programs. Today, there are companies that provide call services for international customs as well as other shipping processes in the logistics and transportation industry.

4. Quality Monitoring and Control

According to the standards of “Service Level Agreement,” outsourcing require all customers’ messages and call through web chat and emails – and this must be managed professionally. Among the priorities are first-time call resolution and answer time.

Therefore, outsourced call centers have specialized monitoring tools, applications, performance assessment tools, and improvement plans in order to meet the standards of Service Level Agreements or SLAs. In contrast, in-house call centers do not have the expertise or resources available for structured and continuous monitoring and quality improvement plans.

5. Access to Latest Technology

When you outsource your work to a specialized service provider, the company will make an investment in the best technologies and research for multi-channel customer contact. An outsourced call center has the latest software tools, which offer cloud-based features, VoIP, web chat, SMS text, email, social media monitoring, and other specialized platforms/tools.