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Call center outsourcing

What is call center outsourcing?

You’ve heard of call center outsourcing, but you’re not sure what benefits or services it offers. This is the process of entrusting your customer care and support to a third party – an external vendor – to handle all or some customer interactions on your behalf. This guide will go over the definition, benefits, and services of call center outsourcing.

Definition

Call center outsourcing is a business service solution for customer communication and engagement that provides companies with exceptional customer service. Call center outsourcing is cost-effective and allows companies to make the most of all resources. Companies hire an external service provider to manage customer interactions when outsourcing the call center rather than hiring more employees to the customer service department. This helps companies focus their time and resources on other aspects of their business.

Why call center outsourcing?

If your company cannot handle the call center requirements in-house, either because you’re understaffed or you simply do not have the time, that is where outsourcing those tasks to a third party can really help. However, there are many other reasons to outsource your call center, and here are the most important ones.

It ensures exceptional CX (assuming you go with FrontLogix or a reputable BPO). And believe us – this is very important for any business now. We have explained why CX is important here. It saves money. By outsourcing the call center, you can cut the cost of in-house operations or re-allocate those funds to other business areas like development, production, marketing, and sales. And by cutting costs of in-house processes, we mean on employees, training, offices, equipment, and infrastructure. It saves time. You will not have to spend time recruiting & hiring employees, training new or current ones, or setting up offices and new equipment.

The advantages

If the reasons we already mentioned weren’t solid enough, we now will explain many of the advantages of outsourcing your call center for your company and business growth.

Better call handling times & improved customer service:
Today, customers have higher expectations for customer support. They do not like being on hold and like all their queries handled quickly and seamlessly. Your company will get a highly trained dedicated team to control your high-volume customer calls and inquiries when outsourcing the call center.

Option for 24/7 or at least weekend or evening coverage, especially if you outsource offshore.
You can hire teams that will cover all time zones allowing you to operate more working hours, evenings, and even weekends.

Access to an international & highly skilled talent pool:
Call center companies already have talented, experienced, and, most importantly, trained people on board. By outsourcing your call center, you’ll get access to those experts.

Improved customer retention & lowered churn:
The happier your current customers are, the more likely they’ll make a repeat purchase and become loyal to your brand. And this is the power of CX. You undoubtedly have to have a good product or service, but providing a seamless purchase and post-purchase process, exceptional onboarding, and support during usage will make your customers love your products or services.

Better customer acquisition & conversion rates:
It might help you increase your sales reach and acquire more new clients using call center outsourcing services. This is the most challenging process in every business, but call center outsourcing might add to the success here. It’s simply because call centers can provide customer service to a larger group of people, generating more leads and converting them into paying customers!

call center outsourcing

Call center outsourcing services

Call center services can include outbound and inbound call center services. Therefore, you can choose to have one or both, depending on your needs and goals. 

Outbound outsourcing services

These services are client-facing ones and mainly focus on sales and telemarketing and can help you grow your leads and attract a more extensive customer base. Most widely used outbound services include:

  • Cold calling
  • Follow-up calls
  • Surveys
  • Reviews
  • Market research
  • Scheduling appointments
  • Updating contact list information

Inbound outsourcing services

While outbound calls focus more on sales, Inbound calls are more support-oriented. In other words, inbound calls often focus on providing high-quality technical support, customer service, and quality assurance while handling all inquiries from both prospects and customers. Some of the services that the Inbound call center includes are:

  • Onboarding new customers
  • Answering all customer queries
  • Resolving customer complaints, issues, and disputes
  • Payment processing
  • Order processing
  • Upgrades and renewals
  • Scheduling appointments
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The conclusion

If your company cannot handle the call center services in-house, either because you’re understaffed, do not have knowledge or you lack it, or simply do not have the time – it’s best to outsource the call center services. Outsourcing the call center will save you time & money. It will provide you with a skilled, experienced, and knowledgeable workforce.

But, more importantly, it will help you achieve and deliver an exceptional customer experience. And improving the company’s overall CX will ultimately lead to improved customer retention & less churn, and better customer acquisition & conversion rates. Also, by outsourcing the call center, you’ll achieve improved call handling times & customer service. As a result, you might even be able to offer 24/7 or at least weekend or evening support coverage (if you choose an overseas CX provider.)

Offshore outsourcing will also give you access to an international & highly skilled talent pool – at a lower cost to re-allocate your funds into different business areas like marketing or product development. And as far as services go, you can outsource only outbound call center services, only inbound call center services, or both – depending on your business type, needs, and goals.

Either way, sending your customer care and support to a third party (an external vendor) to handle all customer interactions on your behalf will benefit your business. FrontLogix is a boutique offshore BPO that offers inbound and outbound call center services. See our services and how we can help your business grow here.