Why do companies outsource their call centre services?

1. Flexibility: The flexibility of outsourcing your call center services is too good for most companies not to use to their advantage. Any business strategy that allows a company to adapt to changing market needs is a welcome strategy. Outsourcing allows a company to establish itself in a new market while avoiding the pitfalls that often come with this strategy - the language barrier, a new demographic, different culture and customer worldview. Effective call center service providers will mitigate these initial challenges by helping you communicate with your new customers, taking advantage of your new business environment. They understand the people and the land you are about to enter and will ensure that your losses are reduced and profit is maximized.

    

   Outsourcing allows a company to establish itself in a new market while avoiding the difficulties that often arise with this strategy - the language barrier, a new demographic culture, different culture and worldview of customers

2. Overflow management: There are times when companies peak in their business. During periods such as the festive seasons, there is an unusual amount of demand on a company's products and services, more enquiries about promotions and offers, more orders and requests for technical support/after-sales services. A company cannot hire, train and recruit new service agents to handle the overflow in this short period of time. What happens to the customer service agents after the end of the boom season? Layoffs? This would require a series of massive lawsuits against the company in question. The simple solutions that companies adopt are to outsource their customer services to subcontractors during the customer deluge. It saves costs and ensures efficiency.

    

3. Competitiveness: An outsourced call centre brings with it the latest technology in customer service relationships that few in-house call centres, even the highest rated companies, can match. They know the ins and outs of the customer service markets and their hiring ensures a level of competitiveness for their customers. Many companies are becoming part of this revolution in the call centre industry. Allowing your competitors and business competitors to outsource to these service providers without being part of the trend means that you lose your market and your customers to rival companies. With an outsourced service provider, a company can focus on innovating new products and services, while leaving service providers to engage customers and report vital information.

    

4. Cost reduction potential: Most Western companies tend to outsource their operations to countries and cities such as India, Barcelona, Mexico, Argentina, Vietnam, Croatia , etc. This strategy has been known to save costs for these companies. Their growing clientele across a variety of geographic areas supports this strategy. For these companies, their operating costs are kept to a minimum, as research shows that companies have been able to reduce costs by up to 50% by using outsourced service providers. This business process outsourcing (BPO) has also become part of the global enterprise to make the world a truly global economy in the 21st century.

    

5. Actionable feedback: Call center service providers use the latest analytics and predictive technologies at their disposal to provide actionable feedback to their customers, enabling these customers to acquire enhanced market information. CSPs value data and provide valuable data to their customers to improve their production processes, which increases their service delivery approaches up a notch.

    

6. Interaction with multiple customers: This is the digital age, and social media plays a much more important role in the customer relationship. Customers no longer rely solely on phone calls to do business. There are a number of varied platforms - smartphone apps, live web chats, corporate social media handles, video chats, messaging services, touch-tone IVR, voice iVR, and others. Customer satisfaction is taken to a new level, as rapid response and attention to customer needs is the new focus of the game. Studies show that companies that engage their customers on multiple digital platforms benefit from increased customer loyalty and brand preference.

    

7. Specialised skills: Many professionals with different skill sets abound in outsourced service call centres - social media experts, digital marketers, telemarketing experts, language experts and communication experts. It is literally a talent hub. And these talents are there for companies to operate at a lower cost and move their business to the next level.