Some Secret Reasons of Call center Outsourcing - PowerPoint PPT Presentation

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Some Secret Reasons of Call center Outsourcing


In the past decades, the outsourcing of complementary jobs to a foreign location abroad has increased significantly. Outsourcing and In sourcing report, the main reason for taking this step is primarily economic, as offshoring offers a competitive price and companies can focus on their strategic core competencies. – PowerPoint PPT presentation

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Title: Some Secret Reasons of Call center Outsourcing

Some Secret Reasons of Call Center
Outsourcing In the past decades, the outsourcing
of complementary jobs to a foreign location
abroad has increased significantly. Outsourcing
and In sourcing report, the main reason for
taking this step is primarily economic, as
offshoring offers a competitive price and
companies can focus on their strategic core
competencies. While there is a low tendency for
companies to lay down their jobs, they are
returning to their country. There are a lot of
sectors to outsource, form them I am going to
talk about the core benefit of call center
outsourcing in below Flexibility and
Scalability Ringing volume increases and
decreases, allowing an in-house call center to
operate in times of low volumes where agents are
idle. Outsourced call centers benefit from
multiple clients and help reduce the strength of
high and low call volumes. Agents can work more
efficiently which reduces the cost per
call. Also, outsourced call centers have the size
and number of employees required to grow rapidly
as call volume increases due to seasonal activity
or extensive marketing campaigns. Cost
reduction potential A complex economy, coupled
with business growth by geographic area and an
increase in customer base, clearly showed that
call center activities are favorable to call
center buyers. High internal operating costs and
lower productivity than the optimal productivity
of call center agents in many companies are
changing the trend towards outsourcing. In fact,
the relocation of call centers to countries like
India, the Philippines, Poland, Costa Rica, Sri
Lanka, etc. They can save about 50 of operating
costs. Currently, outsourcing call centers are
not just about saving money it is a strategic
tool for companies to stimulate the world
economy of the 21st century. Provides industry
Call center outsourcing providers have in-depth
knowledge of providing services to different
industries. Key people working for these
outsourcing providers can provide valuable
information and apply proven strategies with
years of experience. Because of advanced
technology and analysis and able to deliver the
best call center service. Dedicated Call
Managers Unlike internal agents, who are
typically trained to manage a specific product
or service, outsourced call center agents are
prepared to handle a variety of customer
processes. Outsourced call center agents can
therefore quickly adapt to different call
scenarios and present themselves as call manager
experts. Take these types of skills and add a
bilingual fluency in Spanish and English, and
can genuinely make multicultural and multichannel
connections that lead to satisfied and repeat
customers. Experts support staff Subcontractors
are specialized service providers and compete for
the best managers and support staff with many
years of experience in call center operations.
Internal call centers, which can merely provide
customer service for some product or service,
often have difficulty developing the knowledge
and institutional skills required for a customer
service department. First order. Subcontractors
attract and retain specialists in call center
planning, quality assurance, technology support,
and training. Cost management tools Business
models of subcontractors are usually based on
transaction costs. To ensure the profitability
of the call center, they have invested in tools
and knowledge to measure the value per call
accurately. This cost detail level is usually
shared with the customer in the monthly service
bill. This helps the customer to assess the
effectiveness of marketing campaigns and general
operations. On the other hand, internal call
centers often have a steep cost to be
specifically associated with each call or contact
with the customer, making it difficult to manage
expenses and measure profitability.
Quality Monitoring Outsourcing Service Level
Agreements (SLAs) require that all calls and
messages from customers be professionally managed
through different channels like chat, mail, etc.
Answer time and call resolution are the top
priorities and some call center quality measures.
Outsourced call centers have tools to monitor
and evaluate performance and improvement plans to
ensure SLAs are adhered to. Internal call
centers may not have the resources or experience
to develop structured, ongoing quality monitoring
and performance improvement plans. Manage heavy
calls volume Hire call center agents to an
external service provider to handle the volume of
overflowed calls can be a great way to improve
customer service and ensure that no customer is
left behind. Account. Manage calls outside
office hours Outside service provider able
support in 24 hours along with seven days in a
week. They are very flexible in price as
well. Disaster Recovery If your office is
exposed to inclement weather, power outages, and
natural disasters, or if your call center's
software and IT infrastructure is not the most
reliable, hire an outside provider to answer
calls in an emergency can be an effective way to
ensure business continuity, customer
satisfaction Sometimes internal employee make
delay to reply to your customer even they take
more than 8 hours! Subcontracting to a call
center partner can reduce this response time to
a few minutes. As a result, happier customers are
created who are the key to increasing
sales. Access to the latest technologies
Subcontractors research and invest in the best
techniques for multichannel customer contact.
These are software tools that offer features such
as cloud- based platforms, VoIP, e-mail, web
chat, SMS and social media monitoring. The
latest technology in contact centers may be too
expensive for some internal call centers. Since
subcontractors have multiple customers, they can
increase the cost of these platforms. 24/7
Service All customers want to have a phone,
e-mail or online chat session at any time of the
day and contact a customer service
representative. Day, every day of the week. But
this type of permanent availability is not a
realistic internal option for most
organizations. But subcontractors, with call
centers on both sides of the globe, can offer a
service that "follows the sun" and at a much
lower cost than the company.
Wrap up Call center business is growing, and
sometimes it is tough o maintain all the
employee and cost in the same range. To utilize
the advantage of outsourcing we can follow the
above tips and enjoy the better business
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