Call centers have been a great initiative taken by a lot of brands for customer support and satisfaction. There has been a significant rise in the number of call centers across the globe.
This is done to ensure that a customer gets support at any given point in time regarding their concern. Good customer service significantly increases brand value. A lot of brands have set up their call centers and a pattern that is seen universally is the outsourcing of call centers.
Call center outsourcing is a strategic business decision to include a third party to manage the call center and customer services. Customer service is outsourced to a business process outsourcer or commonly referred to as the BPO.
This is proven to be efficient in a lot of aspects, some of which are better return on investment and at lower costs. There has been a lot of offshore outsourcing that has given a better return on investment. For example, a lot of brands have been using call center outsourcing in India to cut costs.
Call center outsourcing gained its popularity as a lot of big companies started following this method. Call center outsourcing has a proven advantage over in-house customer services and is listed as follows.
5 Advantages of Call Center Outsourcing
1. Improved Customer Satisfaction
Customers reach out to customer services during a time of crisis. A person handling such a call must keep the brand values in mind and serve the customer. This takes good communication and people skills to keep customers satisfied in a world of frustration and increased stress.
Outsourced call center companies are well equipped with a workforce that will be able to handle such a situation. Serving clients in crisis increases customer satisfaction. Outsourcing will help greatly in customer retention.
2. Lower Costs
The main reason why a lot of companies prefer call center outsourcing is to cut costs. Offshore outsourcing significantly reduces or eliminates the costs associated with running a call center.
Brands can save a lot of money as the cost of center operation, infrastructure, and labor cost is cheaper when outsourcing offshore. This amount can be put to better use in marketing and advertising. For example call center outsourcing India offers quality services at a very reasonable cost, this can save a huge amount of operational costs.
3. Makes Staffing Easier
When client service is outsourced to a BPO, the service provider takes complete care of recruiting the right person to suit the job. They will take complete care of finding the resources and ensure that what is promised is delivered to the client.
This saves a lot of time and money for the brand as it eliminates the full recruiting and training process.
4. Solution For High Call Volume
It takes a lot of manpower to handle a high call volume. Being able to handle high call volume efficiently is important for a good brand image. A dedicated team to handle this concern assures high accountability.
Outsourcing call centers to a BPO that is well equipped with manpower guarantees that they are well equipped to handle such situations and build brand satisfaction.
5. Better Insights & Tracking
Your customers offer you a pool of data about your company. They have valuable insights about their experience with the product or service. Analyzing this data can be very useful for the betterment of the brand. This will let a brand know where it needs improvement and how it can serve the audience better.
Outsourcing call centers can help you get detailed analytics about the customer feedback and will take the load off a brand to monitor the feedback every day. This monthly report and insights can be used for the growth of the brand.
Although call center outsourcing has a lot of advantages attached to it, it also has its own set of cons.
Disadvantages Of Outsourcing Call Centers
● Linguistic And Cultural Barriers
Linguistic barriers might, at times, affect the quality of services. It is important to minimize the barriers as much as possible for the smooth functioning of customer services.
● Lack Of Collaboration Between Departments
Poor coordination between various departments impacts poorly on the service.
● Lack Of Company Knowledge
One of the major concerns about outsourcing client services is that the team from the BPO might not be well aware of the brand. It is vital to train the resource to serve the customers and represent the brands efficiently.
Call Center Conclusion
If you are looking to outsource customer service, make sure you analyze the company and know about their experiences in customer services. Ensure you have weighed the cons and pros before making the decision and find a service provider who will be the right match for your brand.