Let’s put it this way, you operate a large business, or perhaps you have just started in the industry. You have an ambitious team equipped with strong training or background, abundant resources, and ongoing production. It seems like you have it all figured out.
With the fortunate development of your business, you choose to keep your call center in-house. Now, let’s see why? Perhaps, the idea of inbound call center outsourcing may still seem to intimidate you, or you can’t help but be overwhelmed by the concept of it. The truth of the matter is, you must let the administrative tasks go and allot your resources and energy to your core business.
Outsourcing your inbound call center is not negligence but rather a competitive way to streamline management within your company. It is a strategy to develop, and development means letting go of baggage that stunts you from expanding.
Why Outsource Your Inbound Call Center?
Customer call centers and inbound calls are vital aspects of a business. However, not every company has the capability and resource to devote a competitive and highly specialized team of staff to phone sales and service. An essential asset to inbound marketing that needs specialized training is an inbound call center, contrary to the traditional in-person customer service and sales. Thus, companies are now adopting to outsource inbound call center to invest in an outstanding customer service performance. But, is inbound call center outsourcing worth it? In most instances, the answer is a conclusive yes.
Your call center department is the far-reaching channel that bridges your customer to you as a medium to interact. They already carry a good impression of your brand, and they are calling to possibly make a purchase, ask for support, or seek more information. You have to put in your best effort regardless if your customers are in the buying process. The price to pay for a product is no longer the deciding factor for most customers. They are always willing to exchange money for a world-class experience.
Does this mean that it’s about time to outsource your inbound call center? The following questions below will help you decide if you should outsource your inbound call center.
Are you getting an increasing number of customer complaints?
Hearing feedback from customers can make you see the bigger picture and apply the necessary changes in the future. Has there been an instance that your customer waited too long before concerns were answered? Ever had a customer lost interest in your company after interacting with your agents?
Do you have the resources and expertise to manage your call center?
Keep in mind that call centers aren’t only a place for answering calls. It is the direct link that connects you to your customers and vice versa, enticing them to keep coming back for more. Hence, you must have the leadership, right tools, and resources to give your customers a top-notch service.
Do you have enough budget to keep your call center in-house? Do you have enough time and the talent to keep every call covered and to sustain everyday operations?
Do you have goals to keep your business in the long run?
The duration of how long you wish to work on your business plays an integral role in determining whether or not you should keep your call center in-house. For short-term projects, outsourcing can be an excellent choice. This decision helps you become free from attachments, such as investing too much in training and management. On the other hand, for long-term projects, it depends on your budget, goals, and capabilities.
How much can you save if you outsource it?
As soon as you collated the number of costs in an in-house call center, compare it with the money you will invest with outsourcing—research for service providers in offshore locations. Call centers in the Philippines have lower labor rates yet are decked with skilled call center agents known to produce reputable customer service.
Are there increasing or hidden operating costs?
The minute your company expands, operating costs expand along with it too. As more customers avail of your services, you will need an additional workforce to meet targets. The expansion requires you more equipment, office space, and raw materials.
Inbound call center outsourcing can assist you in maintaining consistent, sustained cash flow. By doing so, you can transfer your resources to areas such as production and development while a third-party company handles your customers’ concerns. Outsourcing companies render exemplary training and monitoring to improve the performance of their agents. So, there is nothing to be concerned about the quality of service your customers receive. To adequately effectuate this, ensure to choose a reliable service provider.
Without a doubt, outsourcing works because call center companies have customer representatives with talent and skills from years of experience in the customer service and call center industries. Call center agents are granted with the right environment and infrastructure to deliver quality work. Furthermore, outsourcing gives you access to innovation and call center technology without investing in them.
Poor customer service pays a higher price than an excellent one. Provide your customers the best, and that is through allowing the experts to do the job. Indeed, it is a big decision to make. Are you ready for it?
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