Establishing an in-house contact center can be expensive as it requires investments in human resources, technology, equipment, facility, etc. Large organizations usually outsource call center functions to service providers that are specialized in this field, as such organizations need to focus on their core competencies.
Organizations these days typically find that costs can be better managed and customer satisfaction can be improved by outsourcing.
Below are the top reasons to outsource call centers:
- Reduction in costs
Setting up a telemarketing center requires huge investments. By outsourcing, call centers spread their costs across several clients. And the clients benefit by paying for the services needed whenever, on transactional or per-hour basis.
Call volumes tend to fall and rise. So agents may be idle during low volume periods, in case of in-house call centers. Outsourced centers have multiple clients and so they are in a better position to deal with volume peaks and reduction in cost-per-call, as they have the staff and size to manage seasonal highs or major campaigns.
- Industry knowledge
Various outsource call centers have specialized understanding for services required for different industries. Their managers and executives have proven strategies and valuable insights acquired by years of experience.
- Dedicated Managers
Agents or call managers at these centers are well-trained to handle various clients’ processes and not just a single service or product. And thus, they can easily adapt to different situations and act as experts in representing your brand. They are also fluent in different languages and can make effective multicultural connections, leading to satisfied customers.
- Expert staff
These are specialist service providers and are able to attract and retain the best staff and managers for call center operations. In-house centers may find it difficult to develop the skills required to provide a top-tier service. Working with outsourcers ensures quality assurance, training and workforce planning, etc.
- Better cost management
The business models of outsourcers are usually based on costs per transaction. They invest in tools that help them measure per-call costs in order to assure profitability. They share this level of detail with their clients, helping them evaluate their campaign-effectiveness.
- Data collection and its analysis
Outsourcers are well-equipped in capturing call information and analyzing it in order to help improve the clients’ processes. They have an experience of dealing with multiple clients and the data generated by various campaigns. They have the technology which helps them assess large amount of raw data and unlock important insights from it.
- Quality control
Call centers have performance assessment and monitoring tools to ensure that outsourcing service level agreements are met.
- Latest technology
Outsourcers invest in the best and latest technology to facilitate multichannel customer contact. Their software tools have features such as email, SMS text, web chat, social channels, cloud-based platforms, etc.
- Round-the-clock service
Dealing with customers on a global level means dealing with different time-zones. For this purpose, organizations should have a 24/7 service to facilitate all kinds of customers at any time or day of the week. However, this is not a realistic option for some in-house call centers. Outsourcers are able to deliver this service at lower costs.