The 5 Great Advantages of Customer Support Outsourcing Services
by John Martine AuthorCustomer
support outsourcing has been in prevalence for a long time. Due to the many
advantages it offers, it is utilized by businesses across the globe. Even the
skeptics of yore are convinced now about the efficacy of outsourcing services,
provided they are handled by competent vendors. However, if you haven’t yet
made up your mind about outsourcing because of one reason or another, you
should have a look at some of the advantages it offers.
Cost reduction across all spheres
The biggest
advantage of customer support outsourcing
services comes in the form of cost savings. Not only an in-house
operation is difficult to run, it also requires you to make huge investments.
You need to buy or lease real-estate, spend heavily on infrastructure and at
the same time upgrade your resources with timely investments. On the other
hand, a competent outsourcing company has you covered on all fronts. They
already have readymade resources, which you can start using as soon as you
associate with them. And, as you pay a recurring fee on contractual basis,
there is no need to make a big capital investment upfront.
Currency exchange rate advantage
Apart from
cost reduction across all spheres, you can further bring down the expense of
your call center operation by employing the services of an offshore company.
For example, an outsourced customer service in
India can lower the cost by up to 5 times. This reduction in
cost is possible due to lower currency value in developing countries like
India. So, when a company in developed country like the US employs offshore
outsourcing, it benefits greatly due to a currency exchange rate that works in its
favor.
Access to pertinent skills
For a call
center operation to run properly, it requires skillful workforce across all
departments. A quality call center outsourcing
company has skilled personnel handling all the tasks ranging
from call-taking agents to team leaders to managers. Outsourced customer service in India is not only beneficial in
terms of cost; it is also rich in the right talent for the job.
Software
Every
business in today’s world revolves around software. Call center operations are
also not very different. You need software solutions like CRM and call center
software to address your customers’ queries in a better way. A quality CRM
solution can provide relevant information to the agents about the customer
before they even pick up the call. This helps them in staying proactive and
also allows them to solve customers’ queries in a better way. A high-end CRM
can instantly improve call center ratings like FCR, AHT and CSAT, apart from
being a blessing for the call center agents that are responsible for taking the
calls.
No loss of focus on the core process
When you
outsource your call center business to a capable company, you are able to focus
more on your core competencies. This allows you to work single-mindedly on your
main product/service, which ultimately helps you come up with better tactics to
tackle emerging issues and devise better strategies to undertake future work.
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Created on Aug 14th 2019 05:37. Viewed 391 times.