The concept of outsourcing is gaining ground at a fast pace as businesses across the globe are opting to outsource certain parts of their business functions to third-party organizations, often referred to as outsourcing service providers. According to studies, the global market for Business Process Outsourcing (BPO) is expected to reach US $265 billion by 2023, reinstating the lucrative feature of the outsourcing service industry. Call center outsourcing acquires a major share in the entire BPO service space, which eventually results in the surging popularity of the call center outsourcing companies. Rather than service providers, these call center service providers are now being regarded as strategic partners to many renowned businesses.
Now, let’s try to understand the reason behind the wide-scale adoption and popularity of outbound call center services. Most businesses would consent to the fact that customer success is their ultimate objective and not to forget, one of their critical challenges. Wondering why? Well, today’s customers are becoming tech-savvy, they expect the highest levels and quality of services, prompt and 24*7 support services.
With the breakthrough innovations in cyberspace as well as the enhanced accessibility to the internet, multi-device and multi-platform usage have been a trend. Catering to this omni-channel customer base at all times requires a rather larger dedicated workforce and investment in terms of technological solutions. However, call center outsourcing enables businesses to offload their customer-care, customer service and communication portfolio, full or in part, to the call center service providers. This is indeed a cost-effective method and proves quite valuable in the long run.
A call center service provider is your best business partner and here’s why.
You Can Focus On Your Core Competency
A business has a myriad of functions to carry out, functions that vary depending on the intensity, complexity as well as market demand. While there are certain functions that are best done in-house as they might need strategic thinking or close supervision, some functions that do not warrant such attention can be subcontracted to third-party service providers. Call center and customer care is one function that can be easily managed by a third-party agency.
Though it might involve outsourcing costs, you will have a great deal of time at your hand to devote to your core competency. You can invest your precious time in thought leadership activities that will surely shape your business for the future scenario and scale your ROI to new heights. Businesses across the globe, both in developed as well as developing countries are realizing the benefits of call center outsourcing and trying to unleash its ultimate potential.
24/7 Customer Support
With globalization, businesses are expanding their boundaries and going global. Eventually, the customer base is no longer limited to a geographical region. And, businesses must buckle up to be there for their customers round the clock. This 24/7 customer support has emerged as a key differentiator that decides the business success. Major call center outsourcing service providers have regional teams across the globe and in some cases, they have professionals working according to global shift timings to ensure the 24/7 customer call service operations. This will ensure customer satisfaction and engagement in the long run.
Leverage Latest Technologies
There are a plethora of technologies out there pertaining to the call center services. No matter how competitive and resourceful one business might be, they might not have access to anything and everything. In addition, businesses will need expert professionals to leverage these latest technologies and trends that will lead to hike in staffing and HRM costs. In this case, a call center outsourcing agency will prove to be instrumental for businesses as they have a ready pool of professionals and experts specific to domains and technologies.
You don’t have to go on an expert-haunt and gauge their caliber on your own; you can trust the outsourcing service provider’s word. So, think of the call center outsourcing service provider as your best business partner, collaborate to harness the latest technologies in a cost- effective manner to gain a competitive edge over your counterparts.
Get A Chance To Work With Seasoned Professionals
A call center outsourcing service provider can connect your business with the most polite and professional experts and you don’t need to worry about overstepping your budget. You can get the experts to work in building your customer success portfolio with proven processes and experiences. You can trust your outsourcing partner to understand your ultimate business objectives and customer expectations and suggest appropriate strategies to suit your brand. Further, it reduces the need to look for a competent team and invest in employees’ training from scratch.
The Cost-Effective Solution For Higher Productivity
Some of the research and studies have highlighted the fact that businesses can save up to 50% through outsourcing. Outsourcing your call center services will eliminate the need to maintain an in-house team, eliminate the staffing, operational and other overhead costs. Eventually, it will boost your work efficiency and productivity.
Happy Customer = Repeat Business
Customer satisfaction is the key metric when it comes to the call center service landscape. By offering intuitive, personalized and seamless call center and customer care experiences will enable your business to keep the existing customer base happy, eventually improving customer retention. And, the positive word-of-mouth marketing will get you more prospects and repeat business.
You Can Count On Call Centers
If you are looking for top call center outsourcing companies, here is why you should get in touch with the Expert Callers team
A wide range of call center outsourcing services such as outbound call center services (telemarketing, lead generation, appointment setting, cold calling) and inbound call center services (customer support, phone answering, inquiry handling, helpdesk solution, etc.).
Extensive work experience with major industry verticals, from Aerospace & Defence to Energy Utilities to Retail & Commerce.
