May 12, 2021
Contact center outsourcing involves the calculated decision to employ and manage a third-party service provider to conduct your business’s communication operations. The outsourced provider hires and trains call center agents, keeps communication tools and infrastructure up to date, and manages performance under your brand name.
Even though the business process of outsourcing your call center may stir up some anxiety, the undertaking has a slew of payoffs that will leave you wondering why you didn’t do it sooner. Indeed, despite the supposed drawbacks, major international corporations such as AT&T, Amazon, and Pfizer have already outsourced their call centers, recognizing the immense value it brings to their companies.
These and thousands of other businesses worldwide have assessed the merits of outsourcing and concluded that the following six advantages far outweigh the possibility of any inconvenience.
Generally, all businesses will run a cost-effective analysis before implementing new policies. For those considering switching to outsourcing, a quick dive into the extensive research reveals the already substantiated enormous payouts. According to Harvard Business Review, when both small and large companies choose to outsource, they save up to 30% per month.
This reduction results primarily from the nonnecessity of hiring new employees. Without wasting time on interviews, training, and wages, your company retains resources to advance operations or expand in other areas. Similarly, businesses no longer have to pay for the maintenance of call center outsourcing solutions.
Outsourced call centers are dedicated to optimizing communication performance and operational practices on every level and are therefore committed to adopting the most helpful tools. Whether it’s the agent who speaks directly with customers or the manager who analyzes metrics, each employee at the outsourced center will have access to the best products on the market.
Moreover, the burden of implementing and maintaining these advanced communication tools falls on the service provider, ensuring your company benefits from the best software without the responsibility of the costs.
Instead of overseeing multiple departments concentrated on various aspects of the customer journey, businesses can opt for an outsourced contact center that does it all. These contact centers can strictly focus on core communication responsibilities and have detailed information at all times.
Additionally, outsourced contact centers are equipped to streamline fundamental processes. For instance, their innovative, intelligent software can automatically route leads and other tasks to agents based on tailored business rules. Thus, third-party employees can accomplish more than your in-house agents who lack the automated tools.
Another significant benefit of call center business outsourcing includes additional conversions. Maximizing sales results from two factors: namely, agents are strictly devoted to the task at hand. Without distractions, outsourced employees conduct more conversations, ultimately increasing overall profit potential.
Secondly, with access to the most up-to-date communication tools, the best contact centers can connect leads or customers with the ideal agent automatically. The matching, based on highly customizable rules, increases lead-agent compatibility, bolstering rapport and the chance of sales, all done under your brand as a “white labeling” service.
Outsourced call centers can grow right along with your business needs. As your customer base expands, your outsourced call center will intuitively hire more agents to account for peak calling times. All you need to do is inform your third-party service provider of your business developments, and they’ll take care of the rest, ensuring your customers receive quick, informed answers.
Many experts have been reporting that, in the 21st century, businesses will need to place a more considerable emphasis on customer service to maintain their competitive edge. Indeed, 86% of all consumers are willing to pay more for an outstanding customer experience.
If you can provide your customers worldwide with support whenever they need it, they will undoubtedly stay loyal to your brand. By offering round-the-clock assistance, customers feel appreciated, minimizing turnover rates and maximizing satisfaction.
After you’ve assessed the pros and cons of outsourcing your call center and decided to make the transition, you’ll need to make sure you choose a third-party service provider that harnesses the best communication tools for them. Only the best ones have adopted such tools, enabling their employees to leverage all your assets fully.
CommPeak, for example, a leading vendor of operational communication solutions, equips outsourced contact centers of all sizes and is committed to providing superior quality tools.
Our VoIP Service equips call centers with the highest-quality calls for extraordinarily competitive prices. The prognostic Dialer automatically connects leads with the right agent at the right time, optimizing productivity and increasing the likelihood of sales. The intelligent CommPeak full-suite solution is highly flexible and transformable, designed to grow with your business.
To ensure your outsourced call center is supplied with the most innovative operational communication tools on the market, contact CommPeak today.