Call Center Outsourcing: Should you do it?
Updated: Feb 8
As your company starts or grows, calls for inquiries, sales, and support increase. So you’ll need to find a way to attend to customer needs without hindering other business operations. You can achieve that with call center outsourcing. This article shows you what call center outsourcing is, how it works, its benefits, and how it can help enhance customer satisfaction and promote your business.
Outsourcing Customer Support
Call center outsourcing refers to handing over your customer support tasks to an external call center or contact team, which handles calls, surveys, and other customer service operations on your behalf. The third-party team might be in your locality or offshore. Instead of your employees working on customer support through a customer service department, there’s an outside group running all necessary operations for you. You can outsource specific tasks or have them take over everything that has to do with customer calls. Call center outsourcing allows businesses to focus their resources on the products and services for which they were set up. It avails you more time for product development, marketing, sales, and other essential business operations. Advantages of Call Center Outsourcing Call center outsourcing provides several benefits, including helping you save time and money and improving customer satisfaction, which enhances customer retention. Below are the primary benefits you’ll get from call center outsourcing.
It Is Less Expensive An outsourced call center manages your call operations. So, call center outsourcing will help you save the money you would otherwise use for office rent, infrastructure costs, equipment purchases, facility maintenance, technology investment, and hiring and training customer service agents.
It Improves Customer Experience Customers enjoy getting their queries answered and issues resolved whenever they want. Since there’s a dedicated team to serve customers 24/7 throughout the year, customers get round-the-clock support, which local businesses can hardly handle on their own. Even when your business is closed for the day, call center outsourcing ensures you don’t miss out on opportunities.
It Provides Access to Expert Support Call center outsourcing comes with a network of well-trained support staff that can handle customer needs. These agents are trained with the technical ability to enhance customer relationships, and they can address queries with speed. Also, call centers have access to data and advanced tools for analytics, which can aid your customer growth and general business development.
It Enhances Customer Retention With call center outsourcing, your company extends its customer support to a broader group, thereby increasing your lead generation and customer conversion. Since call center agents are more available and sometimes indigenous to your customers, you will be able to attend to more customers in a manner they expert, which improves your customer relationship and keeps customers loyal to your brand. Also, you will gain more qualified leads and increase your profits as a company.
Cost To Outsource Your Call Center
The cost of call center outsourcing depends on the location of your agents and the services your company requires. For instance, at Tele-Help, we generally charge $8 to $10 per hour; one in the United States will charge $26 to $30 per hour for essential services. Those with specific skills, such as registered nurses and licensed insurance agents within the same country, will have you paying up to $30 to $50 per hour for inbound calls.