Are you aware that the global call center market, composed of contact centers, customer interaction centers, and multimedia access centers, is foreseen to peak at around $496 billion by the year 2027? The Covid-19 pandemic propelled this prediction to allow businesses to adapt to their changing needs.
Outsourcing contact centers involves hiring third-party companies to manage the call services of your company, and because of the benefits it brings to businesses, it is highly sought. It can save time, money, improve operations, and more.
In businesses, customer service is an essential factor to bear in mind. Companies should pay attention to their clients’ satisfaction because it drives profit margins. And outsourcing contact centers is one way to provide it without breaking the bank. Read further to understand why you should opt to outsource.
Why You Should Outsource Contact Centers
In the past years, outsourcing has become an integral part of every business because of its benefits. Companies can delegate and send jobs to locations outside of their headquarters using today’s continuously advancing technology.
They may outsource positions to locations onshore and offshore. The most popular type is onshore – obtaining services from another company within the country. And the latter is starting to gain popularity, where you get help from far-away countries.
English-speaking countries such as India and the Philippines, lead one of the most sought-after outsourcing – the contact center industry.
Outsourcing contact centers is the best solution for companies to adapt to cut costs and improve service quality. It is important to remember that you do it not only for financial reasons but also to providing a quality call experience to customers and staying relevant in the market.
Here are some of the reasons why you should consider outsourcing your contact center:
Outsourced contact centers managers have valuable insights and proven strategies from their years of experience in the industry. They also specialize in specific fields, like DATAMARK, which has established its reputation in call services for international customs.
Committed Call Managers
Outsourced contact centers have trained agents who manage various clients’ processes, allowing them to quickly adapt to different call scenarios and brand themselves as call managers, unlike in-house agents who can only deal with a specific service or product.
Having an outsourced contact center with flexible agents can provide effective services to satisfy and gain repeat customers.
Expert Support and Management Staff
Since outsource contact centers are specialist service providers, they can attract the best support and management staff with extensive experience in operations. In contrast, in-house agents may find it hard to develop the institutional knowledge and skills required to deliver top-tier customer service.
Putting up a separate department for the contact center in your business requires investments in equipment, staffing, facilities, and operations. Here, the costs are spread out across many clients, where they can benefit by paying only the services they need on a per-hour or transactional basis.
Cost Management Tools
Outsourcers based their business model on costs per transaction. They have invested in expertise and tools to help assure their business’s profitability and accurately measure costs per-call.
They share the level of cost detail with the client on their monthly bill that helps them evaluate the effectiveness of marketing campaigns. Meanwhile, in-house contact centers have costs that are hard to tie to specific customer contact, making it challenging to measure profitability and handle expenses.
Quality Monitoring and Control
Businesses should outsource their contact center because they have the appropriate monitoring tools, performance assessment, and improvement plans to meet the service level agreements (SLAs). On the other hand, in-house ones may not possess the tools and expertise for continuous quality monitoring.
Huge Data Collection and Analysis
Outsourcers have the best skills for improving clients’ processes because of the data generated by marketing and advertising campaigns and their broad experience with multiple clients.
In addition, the technology they invest in includes analysis platforms that unlock valuable insights from a massive amount of raw data.
Access to Latest Technology
Outsourcers must research and invest in the latest and most essential technologies for multichannel customer contact. It includes software tools with features such as VoIP, email, webchat, cloud-based platforms, SMS text, and social media monitoring.
The costs of incurring these technologies are manageable for outsourcers compared to in-house contact centers because they can spread out the expenses of the platforms to their multiple clients.
Flexibility and Scalability
Call volumes fluctuate, and outsourced contact centers can quickly adapt because they have the size and staff to work if the call volume spikes due to major marketing campaigns or seasonal activity. With this set-up, agents can work more efficiently and have effective staff scheduling, reducing costs.
Cutting costs is the top priority of businesses. One of the best ways to do it is through outsourcing, as it yields more advantages and takes care of customer satisfaction. Opting to outsource your contact centers maximizes flexibility in operations, increases audience reach and access to the latest technology to improve service quality without shelling out huge amounts of money.