How to Know If an Outsourced Call Center Is a Good Match for Your Business

Did you know that outsourced call centers first became popular in the 1990s?

If you haven't considered using call center solutions for your business, 2020 is the perfect year to do so. As we emerge from the pandemic, more and more companies are including outsourcing as part of their go-forward plan.

Of course, there's a lot to consider before you make the leap. You might be wondering, What questions should I ask an outsourcing company? Even more importantly, how can you evaluate the needs of your business and align them with the needs of your customers?

In this post, we'll discuss the answers to those questions and more. Keep reading to learn if a call center company is the solution you've been looking for.

1. Would You Like to Reduce Operating Costs?

Are you trying to cut back on your business expenses post-COVID? Did you know that outsourcing can save you up to 60% on some common expenses?

Hiring in-house staff or setting up your own call center requires a huge upfront investment. In addition to salaries and benefits, you also need to pay for the facilities, equipment, and monthly operating costs. For a new startup or a small-to-medium-sized business, these costs can be prohibitive.

Compare those costs with the benefits of a call center outsourcing company. Rather than paying in-house staff to sit on the phones all day, you only have to pay for these services on an as-needed or transactional basis. Not only does this reduce idle time, but you're sure to pay a much lower cost-per-call rate.

In addition, you save on the costs of advertising for help and onboarding new employees. You also don't have to worry about other expenses associated with in-house employees, such as medical benefits or unemployment.

2. Do You Want More Flexibility & Efficiency?

Call volumes vary depending on the time of day, the day of the week, even the season.

If you have an in-house call center, there's sure to be a lot of idle time for your workers. Even if you manage to staff correctly for certain hours, you might have a shortage of help during busier times, such as right before Christmas.

One of the benefits of an outsourced call center is its ability to smooth out those peaks and valleys. Because they work with multiple clients across multiple time zones, they can work more efficiently to handle the call volume.

Another bonus? You don't have to hire temporary staff for holiday periods, marketing campaigns, or other times of increased activity. The call center has the staff on-hand to meet the demand of those busier times.

Meanwhile, you aren't stuck paying a roomful of workers during quieter hours and seasons.

3. Would You Like Expert Management & Support Staff?

How long does it take you to find, hire, and train one good manager or support staff member? How long would it take you to staff an entire call center with qualified local individuals?

The truth is that you probably have better ways to spend your company's time and money. Why go through all that trouble when there are already call centers full of the professionals you're looking for?

Outsourced call centers attract and retain top talent. They feature dedicated call managers who are skilled at handling a variety of customer requests. They know how to quickly adapt to different call scenarios while maintaining a calm and professional demeanor.

Meanwhile, support staff at these call centers typically have years of experience in the customer service industry. They're experts in quality assurance, technical support, and workforce planning. All of this leads to satisfied customers who will remain loyal to your brand.

4. Would You Like Improved Quality Monitoring & Control?

When you sign a service level agreement (SLA) with an outsourced call center, you're signing up for only the highest level of quality service.

Under the terms of the agreement, all calls, chats, and messages that come in must be handled in a professional manner. Fast answer times and call resolution will always be the top priority.

Meanwhile, performance assessments and improvement plans ensure every team member is performing at their peak. Behind the scenes, call center technology captures customer information to gain valuable insights for data analysis.

5. Do You Want to Offer Customer Service 24/7?

We live in a global economy, so shouldn't your business go global too? Even if you deal with customers in your local area, they may have a question about your product or service outside of normal business hours.

Using an outsourced call center assures they can get the answers they need 24 hours a day, 7 days a week. They're free to pick up the phone, send in an email request, or start a live chat at any time that's convenient for them. It's not realistic for most in-house call centers to staff people 24/7, but this isn't a problem when you outsource!

In addition, your customers will have access to every available communication method. Phone calls and emails are only the beginning. Call centers also offer options like VOIP, live chat boxes, text messaging, and social media monitoring.

You'll be able to rest easy knowing your customers are being taken care of—even on nights, weekends, and holidays!

Looking for an Outsourced Call Center?

So, how did your evaluation go?

Are you trying to reduce operating costs while improving customer service? Could you benefit from expert call managers and support staff with in-depth knowledge of your industry? Do you want to provide your customers with professional 24/7 support?

If you answered yes to these questions, an outsourced call center is the answer you're looking for. And if you're looking for a dedicated team of customer service professionals, your search is over.

Click here to learn more about our call center solutions and how we can help you meet your business needs.