Every company wants to optimize its processes, in order to maximize profits. To achieve their goals, they implement different strategies. Call center outsourcing services is one of these strategies that can be implemented to instantly gain a leg on the competition. But, in the wrong hands, they can become a nightmare for your business.
Businesses should consider taking some risks when allowing employees outside the organization to communicate directly with their target and existing consumers when deciding to outsource contact center operations. Due to the fact that practically all companies work hard to be customer-oriented, there is a strong need to exercise prudence while outsourcing crucial company processes.
A corporation should always take the history and reputation of the service provider into consideration before picking BPO providers for crucial customer care support. Along with considering the reputation of the outsourcing service provider, one should also assess the breadth of the qualified resources that are available from that provider.
The Need to Outsource Call Center
Offloading one’s call center to a vendor can be a tough decision for companies, especially for entrepreneurs who have never used call center outsourcing services before. Many believe that their customers’ and process-critical information will be compromised. Others think that their customers won’t be able to understand the accent of the outsourced agents. Cultural difference also becomes a deterrent for many companies.
Call center outsourcing services have evolved considerably in the recent years. Unlike in the past, there are many outsourcing vendors that have built up a solid reputation by delivering successful projects time after time. If you have any misgivings about the fate of your call center once it’s outsourced, you should first analyze the vendor and the advantages it can offer:
Lowered cost of operations
Call center outsourcing services provide great advantages in terms of cost. There is absolutely no capital investment involved and the operational costs are also quite low. The availability of readymade infrastructure and experienced employees across all departments reduces the cost of HR, training and infrastructure. All you need to do is pay a fixed amount after a pre-defined period, which is considerably lower than the cost of in-house operation.
Professional veterans in the industry like Vcare – a US based call center in New Jersey – have cutting-edge reporting functionality integrated into their CRM and other call center software. Thus, you always get complete reporting on all the statistics. You can monitor SLA adherence, agent KPIs and CSAT by going through the reports that are generated automatically. These reports can be accessed at any time of your choosing, which allows you to address problems without any delay.S
Well-drilled chain of command
When you start an in-house call center operation from scratch, it is not easy to find the right employees for every position. There are certain specific job profiles that require unique skills and personality. For example, a Quality Analyst (QA) needs to be scrupulous in identifying errors on call. A manager needs to be a good motivator. In case, you select people randomly for these positions, you call center operation will falter badly. However, when you outsource call center services, you get a well-drilled chain of command with right executives at every level.
Access to versatile call center services
There are different types of call center processes like inbound, outbound and back office. Each one of these call center operations has different requirements. While inbound agents need to be logical and polite, outbound agents need to be articulate and persuasive. Agents executing back office tasks need to have an eye for the detail and hands-on experience on relevant tools. Call center outsourcing services in the US let you access all type of services under a single partnership. Vcare is a reputed New Jersey based call center company with long-term experience in different call center domains.
The process of hiring and firing people at a moment’s notice is neither ethical nor easy. But, in a call center operation, you would have to do that if you want to keep a tab on the operational costs. If you have fewer executives manning the phone stations, you risk increasing the call abandonment rate. And, if the executives are surplus to requirements, then you are wasting money on payroll expenditure. However, call center outsourcing services have several employees that can be assigned to any process. They do not have to hire and fire people like an in-house operation. Therefore, you are always able to scale the call center operations exactly as per requirements.
Your customer service workforce may be assembled properly and run in the manner you may like with the assistance of the best outsourcing partner. Always exercise extreme caution when working with a service provider who does not permit you to do so.
When you first get into an outsourcing agreement, it will be important enough to outline all the standards, KPIs, and processes that you will anticipate the outsourcing provider to adhere to, particularly while working with clients. Additionally, this will assist you in navigating language barriers, administrative challenges, and other cultural differences. If the customer service tasks are not handled correctly and professionally, they will be done quickly.