How to Outsource Call Center Service
Can call center outsourcing save you a ton of money? It most certainly can—hiring external call center specialists may save you up to 15% (or more) in wages over an in-house team of agents.
Why take your workforce’s time away from the heart of your company’s business? Here’s our guide on how to outsource call center support, and a few reasons why you should consider it:
What Does it Mean to Outsource Your Call Center?
Business process outsourcing is usually understood as shipping your needs overseas. However, this term can refer to any external team or call center outside your company, including domestic services (including ours).
Your team is likely diverse, with departments pertaining to your trade and the usual HR employees and administrators. Even customer-focused departments like sales must devote their time to the particularities of their roles—not just be on the phone all day.
That means you’re left with no choice but to hire and train a new customer support team or simply leave your customers without a consistent point of contact. We can’t recommend the latter, but hiring an entire crew dedicated to customer support can be very costly.
Instead, many businesses choose to contract a call center service provider, inviting a new team of pre-trained support specialists into the fold. Working in a call center is much more than simply answering phones. After learning about your specific business and customers, your new support team can quickly supplement your team’s ongoing work.
Customer relationship management is one of the most important parts of any business. Start-ups may get by just fine with a single line. As you grow, you will likely balloon exponentially. Hiring out your call center is cost-effective and delivers to your patrons.
Why Outsource Your Call Center Customer Support?
If you’re trying to work out if, when, and how to outsource call center support externally, we have a few very convincing points to make on the matter:
1. New Hires Are Very Expensive
Hiring, onboarding, and training a team of very green support representatives takes time, money, and other valuable resources—such as the attention of senior members. Hiring experienced experts will end up costing you more in wages. Instead, it makes more sense to utilize a partnership, which will likely net you better talent for much less.
2. You’ll Be Able to Support Customers Outside of Business Hours
Some outsourced call centers operate 24 hours a day, seven days a week. If your own company adheres to ordinary business hours, an internal call center team might miss out on last-minute concerns and incoming calls on the weekends.
Being there for your customers whenever they need you is a great way to build an excellent rapport and potentially expand your client base with increased sales opportunities.
3. You’ll Be Able to Manage More Calls
Companies specialized in customer service usually have the resources necessary to accommodate a high volume of incoming calls without missing a single one. Instead of leaving a customer in need on hold for two hours, they’ll be able to pass them on to another available agent much sooner.
Even if your phone number does connect a customer to your team when there’s nobody else on the line, you might be able to use call center outsourcing as a back-up for overflow calls—during the holiday season, for example, or during other busy times of the year.
4. It Improves the Customer Experience
Specialization benefits everybody—your sales or marketing team may be stellar at what they do, but may not have the experience required to provide excellent, comprehensive customer support on top of everything else they do daily.
Call center outsourcing services exist solely for this purpose. They can offer your business a more inclusive list of channels your customers can access, such as an on-site chat service or even video calls. They may also be better-equipped to track customer data and metrics, further optimizing the support system you can provide your patrons.
You wouldn’t ask your accountant to solve a problem better suited to IT; why do the same regarding this vital aspect of any business?
How to Outsource Call Center Support That Never Disappoints
We may be biased, but the power of outsourcing customer support is real. We believe in hiring the right person for every job. You’ll find everything you’re looking for right here with us.
To learn more about outsourcing call center services for your business, get in touch with us today.
