Every firm must provide real customer care across all client touchpoints if it wants to guarantee that its clients are heard, helped, and happy. Customers need efficiency, comfort, reliability, and friendliness. When people ask for your help, they anticipate that you will resolve their problems. Outsourcing a portion of your company’s activities to a service provider or third-party partner is known as business process outsourcing (BPO). A group of outsourced employees who manage incoming and outgoing client calls for other companies makes up a BPO call center. More than only calls there are many tasks handled by the call center outsourcing services.
You might want to think about outsourcing if your company doesn’t have the bandwidth to effectively handle all of your incoming and outgoing calls. Continue reading to find out how a BPO call center can step in and deliver top-notch service.
What are call center outsourcing services?
Outsourcing your voice support operations and customer care to a third party is known as call center outsourcing services. This third party may manage your company’s whole customer service department or simply manage a part of call center operations.
Modern, high-tech outsourced contact centers offer educated operators, human-powered technology, and seamless, round-the-clock customer care. They are very different from their predecessor in the past.
What is the price of contact center outsourcing?
Depending on the business, engaging an outsourced call center partner costs a different amount. To find out more and to request a price, visit the BlueChip Call Center pricing page.
Why choose contact center outsourcing work?
Businesses are choosing to outsource contact center operations, live chat support, and email support more frequently due to the flexibility, rapid response times, brand compatibility, and other advantages that come with doing so.
Let’s explore these advantages in more detail and list seven ways that call center outsourcing may help your company.
Reason #1: Time and money savings
Customer service is essential, but not every company has the funds to set up a distinct department to handle this responsibility. The costs of technology, infrastructure, overhead, and people management, including employee recruiting and training, are necessary for providing excellent customer service.
Here, customer retention outsourcing excels at adding a layer of customer support while cutting expenses for your company. A dedicated contact center offers professional customer service employees who are trained to react to queries in line with your brand’s voice and requirements. Using shared-agent teams might help you save money when employing contact centers. This enables the company to expand and adapt, save money, and switch to dedicated agents as necessary.
Reason #2: On-demand, flexible, and scalable teams
Professional advancement usually causes your internal customer care employees to be idle or overworked at other times. Because it provides support teams on-demand, which may scale up when you need more hands on deck, such as around Black Friday, or scale down during quiet seasons, customer retention outsourcing might make sense. Companies that offer complete “Support as a Service” like BlueChip Call Center provide scalable, adaptable packages like pay-per-response or pay-per-agent depending on demand.
This is perfectly illustrated by Threadless, which saw tremendous growth in 2020. The number of customers increased by more than 200%. To move its community experience staff to a wholly remote approach, BlueChip Call Center started looking at new strategies. BlueChip Call Center assisted in creating a 24/7 extension of its staff and provided prompt assistance after hours, notably during seasonal holiday surges, to provide constant support during busy times.
Reason #3: Specialized support services.
Due to their singular emphasis on Customer Support, outsourced call centers offer priceless services. To help clients throughout their relationship with your business, call centers to recruit agents and educate them to provide meaningful customer care across all touchpoints. Customers who are satisfied can affect ratings and future growth.
You may confidently place the important client base you’ve spent years cultivating in the capable and professional hands of these call center operations.
By periodically upskilling their support personnel via development and training, specialized businesses like BlueChip Call Center establish highly competent and trained teams. To provide smooth assistance, onboarding, and integration with your company setup and requirements, agents also have exposure to the most popular third-party service partners, such as logistics firms, as well as cross-border eCommerce procedures and rules.
Reason #4 – fully dispersed and remote teams
Having a remote virtual call center assures that you will always have teams of skilled customer care specialists serving your customers, regardless of what happens in one place that affects operations. For instance, if your support crew is impacted by vacation time or other absences. Training will take some time if they are brand-new and inexperienced.
In either situation, you would still have a team of knowledgeable agents available around the world and at all times to assist your customers. An inbound call center outsourcing company is ideal for businesses looking for new methods to provide customer service.
When our internal staff switched to working remotely in 2020, BlueChip Call Center’s remote, work-from-home solution was able to integrate into the transition without a hitch. It’s been a straightforward process; we’ve managed to keep our CSAT at 90+% while being adaptable and providing our clients with the high-quality assistance they need.
Reason #5: Constant assistance, especially on weekends
If your target market is worldwide, it only makes sense to offer customer service across a range of time zones and languages to satisfy the needs of diverse markets. Today’s consumers have very high standards. They don’t want to write an email and have to wait a day or more for a response; they want prompt, considerate answers. Generations Y and Z were raised in a time when everything was almost at their fingers because of technology.
Because your outsourced partner excels at offering customer assistance precisely where it’s required, your in-house support team won’t have to give up their nights and weekends to satisfy these demands.
As an illustration, the Australian online retailer Koala provides live chat service till the wee hours of the morning since it delivers while the majority of its customers are at home.
As the number of its customers in America and Europe grew, performance coaching business Michael Hyatt and the business looked for a way to deal with a mounting backlog of support tickets. They need a customer care partner to give after-hours help that exactly reflects their brand language to cut response times from an average of 48 hours to only 8.5 hours.
Reason #6: Support for several languages and channels
Customer service representatives at outsourced inbound call center outsourcing receive training in using a variety of help desks, CRM software, and customer-facing platforms. When you use a contact center to assist your consumers, they rapidly become familiar with your company’s procedures, goods, and services so they can speak in your brand’s voice and use your terminology. Today’s customer support professionals are highly educated, competent, experienced, and multilingual.
Five Major Issues with Internal Call centers
There are particular difficulties in managing an internal call center. Businesses must not only spend on infrastructure and technology but also on call center staff training and data security. The top five difficulties faced by internal call centers are listed below.
1. Increased startup and overhead expenses
The first big obstacle that business owners must overcome to set up an internal contact center is the need to allot a sizeable amount of their money for the development of call center infrastructure and technology. The budget might not be a concern for big businesses. Infrastructure expenditures, however, can be a significant barrier for startups or small firms.
You must be ready for ongoing overhead expenses like system maintenance, upgrades, subscriptions, and so on in addition to the upfront fees. Additionally, as the use of remote working increases, you will need to invest in remote technologies for your remote working teams in addition to on-premise infrastructure.
2. Finding qualified workers.
Finding skilled employees is the next difficulty for business owners with internal call centers. If you don’t have the trained human resources to make the most of those resources, no matter how sophisticated your call center infrastructure or how cutting-edge your call center technology is, it’s all for nothing.
Furthermore, in this era of “the great resignation,” keeping call center employees on the job for a long period has become difficult. If they discover a better opportunity, they will leave for another organization. This means that to keep your staff strong, you will also want a committed talent acquisition team.
The best way to handle all of these time-consuming and expensive tasks is to hire a call center outsourcing services provider.
3. Expensive agent training
Even if you are fortunate in selecting the ideal agent, you still have to go beyond agent training. Naturally, each business has its unique customer support goals and procedures. This implies that you will need to teach your new hires about your services, objectives, and procedure even if they have experience with call center operations and technology.
4. Protection of user information
Ensuring complete client data protection at all times is the fourth significant problem you will encounter with an in-house call center. The security of customer data should not be taken lightly.
When a financial company has extremely private and secret information about consumers, such as billing information, bank account information, etc., the obligation to secure such information increases.
A data breach will cost you money in addition to seriously damaging your long-standing reputation. The protection of client data is often seen as another significant difficulty that proprietors of in-house contact centers confront.
5. Managing agent attrition
High agent attrition is the sixth issue firms will encounter with in-house contact centers. As was previously said, during this mass resignation’ age, businesses are seeing widespread resignations. Also, not an exception is the call center sector. This means that keeping those agents will need a lot of effort, much as finding the proper talent.
The understaffed call center will harm other agents’ performance, the business’s reputation, and production. Due to the manpower shortage, might result in the contact center’s activities being suspended or burdening other agents with extra work.
Partnering with and outsourcing the operations to a call center outsourcing services provider is the most effective strategy to address these call center difficulties. You will gain from this move in a variety of ways that are detailed in the section below.
Five advantages of outsourcing call centers
The top five advantages of outsourcing call center services are listed below. By collaborating with the top call center outsourcing provider, like Office Beacon, you can reduce overhead expenses, raise customer satisfaction, and free up time for other crucial business operations.
1. Higher standard of services
Modern consumers want prompt and excellent customer service from businesses. When it comes to customer service, they will not put up with any delays or unfulfilled promises. Outsourcing of call centers is useful in this situation. You can count on your clients receiving the best help possible because the majority of call center outsourcing service providers have a staff of qualified employees.
Additionally, these service providers have technological expertise in call center operations and are equipped to handle a range of difficulties. Additionally, they are well-versed in the different important KPIs and call center measurements that help them raise performance to the maximum degree. In conclusion, this is a sufficient justification for collaborating with a supplier of call center outsourcing services.
2. An affordable option
You’ll save a significant amount of money by outsourcing customer support, which is another persuasive argument. As was already noted, opening and maintaining an internal call center is a costly venture that calls for expenditures on infrastructure, technology, and upkeep.
But you may avoid all of these costs by working with call center outsourcing service providers. You won’t need to appoint a specialized talent acquisition team any longer because you have already Outsource Call Center Services. You may further your savings by doing this.
4. Multilingual support for customers
The ability to offer multilingual customer support is the fourth benefit of using call center outsourcing services. For organizations with international clients, offering multilingual customer service is essential. It can be costly and time-consuming to employ multilingual representatives.
However, you may effectively and cheaply provide multilingual customer assistance by outsourcing customer service. These call center outsourcing businesses can effectively meet your expectations for multilingual customer support because the majority of their staff members speak many languages. Eventually, this will improve customer experience.
5. Concentrate on fundamental business functions
Your time is freed up to concentrate on other important company tasks, which brings us to our fifth and last main benefit of call center outsourcing services. It’s quite conceivable that you won’t be able to manage several company functions on your own, including production, supply chain management, customer service, inventory management, and others.
Even when it’s impossible, trying to control everything can hurt the business’s overall operations and cost you money. To avoid any potential harm to your business, it is advisable to Outsource Call Center Services to a third-party contact center.
Contact us if you want contact center outsourcing services.
BlueChip Call Center offers 24/7 flexibility across voice and other channels as well as scale-up capacity. Create a flexible, long-term solution for your company that can be seamlessly included in an existing team structure and workflow. Get going at once!