It’s exciting to have a growing business, but with that expansion often comes big changes and growing pains. Some companies think they can do it all despite the increase in employees, cash flow, and responsibility. But the added burdens can really hurt your employees, decreasing performance and increasing stress. Worst of all, the responsibilities you put on your current employees — often because it’s the easiest route to go — can even end up costing you more money.
Here’s a great rule of thumb to go by: if a job can be done efficiently and more inexpensively by someone else, consider outsourcing some tasks within your company as you grow. Outsourcing is particularly beneficial for those needing a highly skilled expertise that no one in your company has, or for repetitive tasks.
We’ve found that call center outsourcing is one highly effective way to save businesses time and money. If you’re running a smaller business, for instance, economies of scale show that it’s more cost-effective for you to pass the torch and hire an outside source that can do the job at a cheaper, more efficient rate.
Naturally, you may fear that outsourcing your call center will lead to dissatisfied customers since you can’t control everything happening there. The concern is definitely valid. But if you take the time to find a reputable service, outsourcing your call center may even lead to increased customer satisfaction, since the company you use is expert in this arena. You’ll also be able to reduce costs elsewhere and pass on that savings to your customers.
Using your time wisely
Other ways call center outsourcing can benefit your company includes several time-saving practices like more reliable, continuous support. Outsourced call centers can run like clockwork, with large staffing and around-the-clock attention to your customers.
When you outsource your call center, you’ll also have the peace of mind that you don’t need to rely on one person to pass on their knowledge, training, and other valuable information if they leave the company. With an outsourcing contract, you’ll have many resources for information that can be shared with your team even if someone important at the call center moves on to a new job.
Call center outsourcing most likely provides you with more flexible and vast options that your business could not easily provide on its own. Though your company surely could do the job well, by outsourcing with a reputable company you can find a specialized staff that includes options like foreign language support, advanced ticketing, and highly detailed documentation systems.
Ensure quality results
To make sure call center outsourcing is a good experience for you, be sure that this is an area of weakness in your company. And weakness doesn’t necessarily mean poor performance — it may be indicated if the call center is costing you a great deal of time and money.
Be sure to budget the outsourcing cost and decide what you will do with the money saved. This ensures that your company is benefitting as much as possible from the outsourcing option. Next, ask around to find a reliable call center company and be sure to heavily review the terms of your contract. Communicate with the company as much as possible to make sure you understand all the implications of the fine print.
By following these steps, you’ll be sure to find a quality call center to meet your outsourcing needs. At this point, you’ll want to follow up with the company often, check in at specific milestones in your contract and make sure the company is delivering results. Build a good relationship, pay promptly, and you may even be able to earn an ongoing contract discount in the future.
Smart outsourcing will be a huge relief to your growing company, as you save time and money to do what you do best. Your employees with thank you, your customers will thank you, and you’ll be glad you took the time to create an efficient process to take your company to the next level.
Contact ROI Solutions today to find out how our outsourced call center services will help your organization grow and save time and money.