Building and operating a successful call center requires an extensive investment in upfront costs and ongoing expenses. Running that call center in a successful manner demands a unique skill set, involves highly complex technology and can distract businesses from focusing on their core competencies. For these reasons, an increasing number of companies are realizing that keeping these operations in-house is not always the best decision as they opt to partner with business process outsourcers to satisfy their telecommunication needs. Sound Telecom recently posted an article describing the 10 best reasons to consider outsourcing. A summary of that article is below:
Multiple Services
Experienced call centers provide services to a variety of companies representing various industries. Some of those outsourcing services include:
- Telephone answering services
- Inbound and outbound call center services
- Virtual receptionist services
- Live chat, email management, and web support services
- Technical support and help desk services
Choosing to outsource telecom services has many advantages, but these are 10 of the best:
1. Focus on Core Competencies:
When a company outsources their telecommunication functions, they are putting an extension of their business in the experienced, capable hands of a BPO so they can focus on what they are good at – their core business.
2. Provide 24/7/365 Customer Support:
It is usually very difficult (and expensive) for a business to stay open all hours of every day to provide customer service, but when a company outsources their call center work, they can immediately support callers no matter what time it is.
3. Leverage Call Center Investments in Technology, Methodologies, and People:
Why invest in the hardware, hiring, and management necessary to do call center work when there are business process outsourcers who have already done that and are just waiting for companies to team up with?
4. Benefit from Proven Processes Developed Over Years of Experience:
When businesses decide to keep their call center work in house, they encounter a learning curve that can be difficult to get over. By partnering with an established call center provider, the curve is eliminated altogether.
5. Reduce Staffing, Operating, and Training Costs:
Operating expenses of an internal call center can stack up quickly, but outsourcing that function of business reduces those operating costs by eliminating hard to manage functions.
6. Avoid Unnecessary and Costly Capital Expenditures:
The equipment alone necessary to run a call center can be very expensive. Do businesses really need to pay for their own gear when they can partner with a BPO that has already invested in the best technology available and knows how to use it most effectively?
7. Enhance Speed of Service for Increased Customer Satisfaction:
When you rely on your own team to keep up with all customer inquiries, it can sometimes take days to respond. With a great outsourcing program, that response time can be cut down to a matter of minutes, which delights customers and develops loyalty.
8. Improve Efficiency and Productivity:
By opting to outsource services and partner with a call center, a company can maximize their internal resources so they can focus on mission-critical operations.
9. Establish a Competitive Advantage Immediately:
When a business has properly branded phones and other points of contact that are firmly established and flourishing by way of taking care of customers, developing leads, and growing their company, they quickly gain an edge over the competition.
10. Instant Access to Specialized Skills:
Rather than having to hire new people, bring in experts, and train a whole staff, which takes massive amounts of time and effort, businesses that outsource telecom needs immediately tap into a highly skilled set of resources.
Building Trust With Your Clients
Building client trust should be embedded in the culture of any top tier telecom business process outsourcer as they strive to fully understand the objectives of each client and develop a customized solution that will meet specific needs. To achieve that goal, they need to listen closely to clients throughout the entire life of the relationship. Any outsourcer worth their salt focuses on building beneficial, long-lasting partnerships by treating clients with respect, professionalism and courtesy. It is crucial to choose a BPO with experience, industry expertise, and a proven history of delivering cost-effective telecommunication programs designed to solve the unique challenges that each business faces.
Outsource Consultants are call center experts with over 25 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading outsource call center vendors. If you’re considering call center outsourcing, simply call 888-766-4482 or request a free call center cost proposal today and we’ll help you find the solution that best fits your exact requirements.
