Nowadays almost all mid and big size businesses are keen to outsource their call center service requirements to external companies. Even the budding ones too are trying their level best to contract out. When you outsource, the whole operations are taken care of by your offshore company having its own workforce and infrastructure. There are innumerable call center outsourcing benefits. Let us see in detail.
Why should you outsource call center services?
There are studies done by various reputed organizations worldwide that unanimously indicate that companies save a minimum of 30% by outsourcing their requirements related to call center services. There are even instances when companies save up to 60%. By outsourcing, beyond the increase in profit margins, companies get more time to focus on their main business activities.
The service quality is matchless and processes are smooth when you do business process outsourcing to a country like India as the industry here is renowned and well established. Companies here are equipped with technical sophistication of international standards and have extensive experience.
It has been revealed by reliable resources that fortune 500 businesses and agencies outsource their contact center related requirements to outside experts so as to save time for focusing on their core areas of expertise. They have considered this strategy very helpful for their growth and success.
There is always an option for you to establish a contact center in-house. Nobody can deny the advantages of having a call centre in your organization. However, this is quite expensive. Investing for technologies, equipment, facilities, people and their training is not always the wisest thing to do, especially if you are tight on your budget or are a small business. Also handling multiple channels of communication including calls, mails, text messages and chats etc. is never easy. It requires high level of expertise and in-depth knowledge of various other things.
On the other hand, if you outsource to the right people, there are seamless benefits to you. Some of the most noted ones are explained below
Setting up your own in-house contact center is a major investment which is not recommended in normal cases. A lot of cost in involved in various tangible and intangible elements. A call center service providing company can share the mentioned costs across its several customers and they too benefit immensely as charges are nominal. Payment is on the basis of hours or sometimes transactional. Outsourcers have the provision of sharing their resources with multiple customers. This shared approach helps them to minimize the idle time owing to which they can deliver services at lesser rates. Fully engaged employees are an asset and a good offshore company with enough clients can ensure it.
Flexibility and Scalability
Volumes of calls may fall or rise rapidly. Dealing with such abrupt fluctuations can be challenging for your in-house team but for an outsourcer, it is easily manageable as they are used to it. Agents are well-trained and such outsourcing companies always have resources in reserve to scale up as and when needed. So, if there are any seasonal activities or advertising campaigns leading to spikes in call volume, you need not worry at all when you contract out the task to experts.
Call center companies may have worked with almost all types of industries and hence they are equipped with specific knowledge of even the most specialized industries. Experts here are capable to frame insightful plans to help your business flourish. They can even provide you tips and tricks that really work well with your business. This is definitely an added advantage and the said virtue assures maximum benefits of a call center to customers.
Exclusive and exceptional call operators
You in-house agents may be trained and skilled to deal only with a particular service or product. At the same time in an outsourced destination, there are agents having expertise in a multitude of client’s processes. Thus, agents housed in an outsourced company can easily adapt to almost any scenario and serve as perfect call managers. Having dealt with various cultures, languages and communication channels, they can fetch you more business and help in increasing loyal customer base.
Proficient management and support people
It’s not just the efficiency of agents that creates any impact of call center to business. Professionals who manage them and support them too play crucial role. Outsourcing companies deploy best managers as well as support staff having extensive experience when it comes to operations related to contact centers. As in-house people have limited knowledge confined to certain specific areas, institutional knowledge for exceptional support can’t be expected from them. A typical call center outsourcing company’s main forte is call center support and hence they hire and retain only specialists.
Cost management tools
Business models of outsourcers are most of the times based on transaction’s cost. For assuring profitability such companies invest considerably in expertise and tool to correctly measure the costs per calls. This is shared normally to the client by which client can evaluate the overall effectiveness of advertising campaigns and all related operations. Such a provision is not available in case of in-house contact centers.
Collection of data and its analysis
Top call center outsourcing companies are well acquainted with the relevance of capturing and scrutinizing call information for getting insights which can considerably improve the processes of clients. Such contact centers have the experience of working for multiple clients as well as know in detail about information generated by different advertising programs. Outsourcers invest in analysis platforms as well which is helpful in unlocking needed insights from huge volume of raw data.
Monitoring of quality and its control
When you sign service level agreements with a service provider, it is mandated that all the communications, let it be via phone, chat or email should be dealt with in most professional manner. Answer time as well as call resolution of first time are two of the peak priorities. A typical service provider usually has proper monitoring tools plus performance assessment along with improvement plans for ensuring that the SLAs are perfectly met. This type of organized and seamless quality monitoring facility and performance evaluation and improvement plans are not always available with in-house contact centers.
Access to advanced state-of-art technology
Those in the outsourcing industry will definitely carry out the needed research for investing in latest optimal technologies to facilitate customer support via multiple channels. Advanced software tools offering features like VoIP email, social networking websites monitoring, SMS text, web chat and cloud-based platforms are continuously hunted for by outsourcing companies. They can afford it as they have multiple clients to share the cost with.
All time round the clock support
Customers would like to contact you any time, may be at weekends or even odd hours. You can’t make your in-house people to work and attend the queries during that time. This is not the case with outsourcing companies. They are available 24/7, throughout the year, Outsourcing companies work in shifts and are resourceful enough to stay operational always without any idle time while offering you services at nominal call center outsourcing pricing.
Benefits of relying on call center services in India
When compared to other developing countries including Russia, China, Indonesia, Pakistan and Malaysia etc., India is far superior in every aspect. The country has been a favourite choice for some of the big names in the industry. Even government departments in USA rely on Indian outsourcing companies for services like welfare benefit calls. Call center service industry in India is really strong and efficient. So, when to outsource the country, better professional service is guaranteed.
Why India is definitely the right choice?
India tops the list of countries when it comes to population speaking English outside US. The education system focuses significantly on English thus leading to more than a million graduates every year who speak English exceptionally.
Government here too has stayed supportive for call center business. They have allowed capital good import as duty-free and tax exemptions etc. Dollars in billions have been spent for development of infrastructure in regard of communication systems, broadband computing and most importantly, transportation.
Whether it is for inbound or outbound services, Indian call centers have stayed in line with the evolving global trends. Companies have always adapted by upgrading to newer management practices, latest software and advanced technologies etc. Time zone advantage is yet another factor that enables Indian outsourcing hubs to avail support all time round the clock. Also, multilingual support is also provided by experts here. Employees in India can be hired at a far cheaper rate when compared to US and Europe.
Indian expertise- areas encompassed
The greatest of all benefits assured when you outsource to India is that here you get complete and comprehensive services. So, you can carry out your actual business processes with an absolute peace of mind.
- Inbound support: Customer queries are troubleshot and addressed by technical experts.
- Outbound Support: Calls are initiated for surveys, debt recovery and marketing etc.
- Technical Support: Complaints from customers are attended and resolved.
- Disaster recovery: Huge databases are dealt with for recovering data and providing backup solutions.
- Email and chat support: Support is provided via email and through live online chats.
- Multilingual Support : Customer support provided in multiple languages.
So, in short India is definitely the best choice for you when it comes to outsourcing call center and related services. The only thing is that you should ensure that you make deal with the right people with a great skillset and justifiable portfolio.