Large-scale companies in the business sphere and government agencies often have responsibilities on top of other obligations on their plate, so they need to stay on top of core competencies and strategies that aim to expand their service or products. In that regard, outsourcing non-core work from external offshore locations has risen in popularity due to it being an economical move for the company, as well as the benefits of achieving more flexibility and time to manage the company’s operations to grow the business. This includes call centre outsourcing, which many Blue-Chip enterprises have acquired to have a better and cost-effective way to handle multiple customer communication channels like calls, emails, webchats, and text messages. Services offered can be either B2B or B2C and inbound or outbound depending on your businesses needs. To that end, here are some benefits of call centre outsourcing for your business:
Benefit #1: Cost Reduction Potential
According to data, businesses can save up to 50% of their budget through outsourcing. This is because the company does not have to take into account operating costs associated with staffing as outsourcing centres have its own pool of agents, tools, and the latest technology that they can utilise for their service. Also, outsourced call centres have their own facility, equipment, and in-house training costs that your company no longer needs to worry about.
Benefit #2: 24/7 Customer Support and Ability to Manage Peak Volume Overflow Hours
Being able to extend business hours can significantly improve your customer service as the outsourced call centre agents can cater to multiple customers, especially when handling different time zones. Not only will this improve customer satisfaction and your company’s reputation, but you also can widen your reach and build a better connection with your target audience. Furthermore, call centre agents can help to take out the stress of handling peak hours, which many in-house employees may struggle due to the limited time and resources. With improved services and reduced waiting time, your company can address most of the pain points of your customers and improve performance in the global market.
Benefit #3: Offers Specialised Industry Knowledge
Call centre agents have years of training and experience; therefore, outsourcing them will provide in-depth knowledge of the various services they can offer to improve your customer relations. This includes tried and tested strategies, valuable insights, call centre analytics, and advanced technology that aims to provide the highest quality of service to your company’s customers.
Benefit #4: Focus on Core Responsibilities
By outsourcing the call centre to handle thigs such as your customer service, your company will have the time to focus on the core responsibilities of the business including the production, sales, and distribution of your services or products. This will allow your in-house team to achieve better work performance and create actionable strategies that can garner richer results.
Benefit #5: Access to Holistic Digital Engagement Platforms
Many people may still think that call centres operate solely on phone calls, but in this modern era, multiple channels have emerged to cater to different types of support mediums used by diverse customers. This includes email, webchat, IVR speech, and touchtone, social media, SMS, smartphone application, video chat, and more. This promotes diversity and allows your company to support customers in more ways than one, allowing for better customer satisfaction in the long run.
If you’re looking for an outsourced call center service, get in touch with us today! We’re happy to create a solution that works for your business.