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Call center outsourcing

What is call center outsourcing?

You’ve heard of call center outsourcing. This is the process of entrusting your customer care and support to a third party – an external vendor – to handle some or all customer interactions on your behalf. This guide will review the definition, benefits, and services call center outsourcing can provide your business.

Definition

Call center outsourcing is a business service solution aimed at customer communication and engagement. Call center outsourcing is a cost-effective way of delivering exceptional customer service. Companies hire an external service provider to manage customer interactions rather than hiring more employees in the customer service department. This helps companies focus their time and resources on other aspects of their business.

Employees n a call center, chatting
Four agents wearing headsets, focused on their work at their individual posts.

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.

It ensures exceptional CX (assuming you go with FrontLogix or a reputable BPO). And believe us – this is very important for any business. This blog has explained why CX is so important.

It saves money. By outsourcing the call center, you can cut the cost of in-house employees, training, offices, equipment, and infrastructure. You can reallocate those funds to other business areas like development, production, marketing, and sales.

It saves time. How much more could you do if you weren’t dealing with recruiting and hiring, training and onboarding, or setting up offices and equipment?

The advantages

If the reasons we already mentioned weren’t solid enough, we would now explain many 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 want all their queries handled quickly and seamlessly. When outsourcing the call center, your company gains a highly trained dedicated team to control your high-volume customer calls and inquiries.

You can hire teams that will cover all time zones allowing you to extend working hours to evenings, overnights, and weekends.

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 outsourcers already have talented, experienced, and, most importantly, trained people on board. By outsourcing your call center, you’ll get access to those experts, often at a fraction of the price.

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

Better customer acquisition & conversion rates:
Call center outsourcing services can help increase your sales reach and customer acquisition. This is the most challenging process in every business. Still, call centers can provide customer service to a larger group of people, generating more leads and converting them into paying customers!

Agents with headsets in an call center

Call center outsourcing services

Call center outsourcing can include outbound and inbound call center services. Depending on your needs and goals, you can choose to employ one or both.

Outbound outsourcing services

Outbound services are client-facing and mainly focus on sales and marketing. They can help you grow your leads and attract a more extensive customer base. The 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. 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

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Get Your Free Guide

The conclusion

If your company cannot handle call center services in-house because you’re understaffed, lack knowledge or interest, or simply do not have the time – it’s best to outsource them. Outsourcing the call center will save you time and money and connect 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 and conversion rates. Also, you’ll achieve improved call handling times and customer service by outsourcing the call center. As a result, you might even be able to offer 24/7 support coverage (if you choose an overseas CX provider.)

Offshore outsourcing will also give you access to an international and highly skilled talent pool while allowing you to reallocate 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.

Technical Support Outsourcing Company - FrontLogix

What services to outsource to reach your Goals

Outsourcing is a business practice that involves subcontracting a third party to perform certain business activities on your behalf. Outsourcing non-essential business processes can help improve the bottom line by cutting business costs and improving productivity while freeing up time and resources to focus on your core competencies.

Outsourced services can include customer-related services such as customer experience and customer success management, back office services such as accounting and finance, billing support, research and development, IT and software tech help desk, as well as marketing, sales, HR services, and many more.

As different businesses have different goals, there is no one-size-fits-all approach to outsourcing. Choosing to outsource the right service must be aligned according to your specific business goals.
This blog post is an extensive guide on what to do and how to determine which services to outsource so you can focus on your primary business goals.

You want to start outsourcing some non-essential work, but you’re uncertain where to start

Different industries, different businesses, different goals, right?

Yes, BUT the one true goal of every business, no matter the industry, is revenue growth. Every business owner wants happy, returning customers, a return on investment, and an increasing market share. We can also add reducing employee turnover and increase satisfaction and productivity. Overall, improving company value, becoming a leader in the industry, and improving customer satisfaction. Quite a long list, right? And certainly not an easy one – especially if you’re just starting. Outsourcing some of your non-essential work will undoubtedly help you in the long run, no matter how big or small your goals are. This is an extensive guide on what to do and how to determine which services to outsource so you can focus on your primary business goals.

Woman discussing an outsource strategy plan, pointing on a whiteboard

Begin by developing an outsourcing strategy

Because outsourcing is a business investment, having a clear plan and implementing an outsourcing strategy is crucial. But what should an outsourcing strategy include?

  1. Outline the business goals. It is critical to clearly outline the business goals you intend to achieve through outsourcing for a project to succeed.
  2. Set a project structure. It will help you manage the project and ensure that the outsourcing team will meet the requirements.
  3. Be specific. Make a clear and extensive list of tasks you’d like to outsource and how and when you’d like them completed.
  4. Carefully plan the budget. This will affect the timeline, the number of hires, and the technologies and equipment you’ll be able to use.
  5. Determine your preferred outsourcing model. You can either go with a project-based or dedicated team model. In the first case, you’ll have the entire project handled by the BPO partner you choose. While in the second case, you can select a team from the BPO partner to work only for you and report directly to you.
  6. Carefully select your BPO partner. Examine portfolios, previous work, customer feedback, and referrals – carefully. Ascertain that they have the required knowledge, technology, and infrastructure (including, but not limited to both hardware and software).
  7. Define clear processes, roles, and responsibilities. This will help the project run smoothly.
  8. Have clear and frequent communication. Starting with a kick-off meeting, weekly follow-up meetings, and monthly report meetings. Make sure you determine the right channel and communication flow. All of this will keep you up to date with the project status and progress.
  9. Measure the productivity, progress, and results. This will allow you to see how the project is progressing, and whether it will fulfill your goals.

What services to outsource easily?

You know that outsourcing some of your jobs will save time and energy. That way, you’ll be able to focus on your primary business objectives. But do you have a clear idea of what services to outsource efficiently?

Customer success management

Every company nowadays relies on positive client interactions, particularly favorable consumer feedback. Companies that deliver solutions using a SaaS mode benefit from customer interaction. The customer support manager (CSM) is your conduit to the customers. They ensure everything goes well after a purchase is made and smooth over any other customer-related friction, issues, and critical concerns.

Two girls looking at an outsourcing strategy document

Customer support & experience

The quality of customer service has a direct effect on sales. The damage one unhappy customer can do to a business is significant! Especially today when people publicly express their thoughts on products or services all over the internet. Customer service and experience (CS and CX) is a genuinely challenging aspect of running a business. If one does not have enough workforce to meet customer support demand, it’s best to consider outsourcing to a BPO call center. Outsourcing your CX will save you time and money (usually because of the lower-cost labor). But also it will deliver better results (because of trained agents with the specific skillset).

Back office services

All services like accounting and finance, billing support, research and development, and IT and software tech help desk can be outsourced. And this is especially recommended for small and medium enterprises (SMEs). It would make your life so much easier if you didn’t have to know everything about compliance standards connected to bookkeeping, tax regulations to follow, and internet security infrastructures. Leave all of it in the hands of dedicated professionals.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Get Your Free Guide

Sales generation, management & support

Small enterprises usually don’t have big sales teams, often only having one person for the job. Sales management is one of the essential parts of running a company. You’ll never attain your profit goal if you’re not closing deals. Therefore, outsourcing sales support will help you locate and nurture leads. It will help your business grow, make sure you are always speaking to potential customers, and allow you to focus on converting instead of administration!

Human Resources

Recruiting is a long, complex, and time-consuming process. It requires developing job descriptions, hunting for suitable candidates, and endless rounds of interviews. All of this will not only cost you time and money but energy and focus as well. And having good HR managers in-house is quite expensive, too. All of this makes outsourcing human resources the smart choice.

Marketing, Research, and Development

Whether launching a new product, adding something to your marketing mix, or simply expanding to new markets, you’ll need thorough research. You need to know the competitive environment, the product, the competition, and the entire industry. As a result, you’ll need hands-on research, development, and marketing expertise. However, if you lack the necessary knowledge, expertise, skillset, or people on board, this will be another challenge. Outsourcing all those operations is something to consider.

outsource team

The key takeaways

By now, you should have a good idea of which services to outsource to BPO professionals and how you can choose your best BPO partner. We at FrontLogix provide exceptional outsourcing services for all of your needs. We’re committed to delivering and developing a customer-centric business model that will boost customer satisfaction, improve revenue, and lower costs. We’ll work together to develop strategies that will increase customer loyalty. We will help you make the most of your customer data, create new customer experiences, and optimize your business processes. Contact us today to discuss your needs.

[Read Next] Definitive guide to outsourcing services

Customer Success Managers - FrontLogix

Тhe definitive guide to outsourcing services

A complete guide to all the outsourcing services FrontLogix offers, plus everything you need to know about FrontLogix

What this guide is all about

What does Business Process Outsourcing (BPO) mean, and why do companies outsource their business processes? There are a variety of reasons that justify partnering with a BPO company. You can save time, cut costs, improve efficiency, and focus on your core competencies by outsourcing some non-essential processes to a third party. Here, you can find some excellent and detailed BPO examples.

Outsourcing some of your non-essential work will undoubtedly help you out in the long run. No matter how big or small your goals are.

In this guide, you’ll get key takeaways in many areas of Outsourcing, CX Innovation & Strategy, and Technology Services. But most importantly, you’ll understand the services FrontLogix covers and the value we can provide your business.

  • Collaborates with businesses to create strategies that drive customer loyalty
  • It helps businesses make the most of their customer data
  • Creates positive new customer experiences

We cannot stress enough how important it is to invest in better customer service. Your business will reach new heights by building better relationships with customers. You’ll gain more satisfied customers who stay happy for more extended periods of time—all while saving time and money.

Customer care outsourcing services

You already know the importance of providing excellent customer service at every turn in the customer journey. Maintaining a top-notch CX team in-house can be costly. Outsourcing customer care will let your company use multilingual omnichannel support, bilingual agents that will handle all inbound and outbound calls, non-verbal client communication support, and a wide range of other customer services. By outsourcing your customer service, you’ll:

  • Easily build customer trust – you’ll lower the wait time, decrease unanswered questions and help your customers in a matter of minutes and not in hours (or god forbid) days.
  • Efficiently scale your customer experience function – you’ll don’t need to recruit and hire new people, as you’ll have our agents at your disposal 24/7.
  • Build a brand that customers love – your customers will feel heard, appreciated, and, most importantly, taken care of, so you’ll be able to give them yet another reason to love your brand even more.
  • Save money and time – you’ll be able to enjoy some big-time savings as the BPO partner will handle everything for you. Read more here.
Woman coding software

FrontLogix Outsourcing Services

You might, at this point, still wonder what the difference between BPO and contact centers is. You’re not alone. This is one of the questions we are most frequently asked. Even though these two terms might seem related, they are not interchangeable.

FrontLogix’s biggest and most important goal as a BPO provider is to transform customer engagement into customer loyalty and increase customer lifetime value. We firmly believe that combining data-driven and customer-driven experiences brings the highest value and ROI. There are several ways this can be achieved, and we’ve listed all of the services FrontLogix offers for small, midsize, or large businesses:

a) Client Services

  • General Customer Experience (CX)
  • Sales and lead Generation
  • Billing Support
  • Technical Support
  • Customer Success Management
  • Sales Support

a) Digital Support

  • Email
  • Chat
  • SMS
  • Social Media
  • In-App Messaging

If you are still doubting whether you should outsource your business operations, feel free to read the article about The Pros & Cons of Outsourcing, and Why and when to consider a BPO – we are sure they will be of huge help.

Client Outsourcing Services

Without a doubt, delivering mind-blowing customer experiences is one of the hardest yet most important parts of every business. The sale is only the first step. Taking care of customers and increasing CLV is the key to long-term success. The latest trends are shifting companies from profit-centric to customer-centric. But building a customer-centric business model along with a great customer experience requires a company-wide commitment and trustworthy partners. This is precisely what FrontLogix offers.

Exceptional Customer Experience (CX)

Providing an amazing Customer Experience is what we do best and what we’re most proud of. We’ll put your brand and your people first. The better experience your customers have, the more repeat customers, referrals, loyalty, and positive reviews your business will have.

Think of the CX as the holistic perception your customers have of your brand – every interaction they have, from navigating the website to talking to the support agent, will impact their brand perception and, ultimately, their decision to come back to you or not. FrontLogix is here to make them come back and bring their friends along. Our custom-tailored support helps you capture more leads and improve conversion rates. Because we genuinely care about your customers’ feedback, having the highest CSAT is the core of everything we do. We aim to keep on reducing your TCO so you’ll be able to meet all your business needs.

Sales and Lead Generation Outsourcing Services

Generating sales leads is one of the critical parts of any successful business. Attracting, nurturing, and converting leads into existing customers is one of the biggest challenges companies face. FrontLogix can help you generate more and more quality sales by:

  • Having remote sales development reps
  • Finding the right contacts to attract
  • Building your email databases
  • Calling and emailing the prospects
  • Setting up introductions and booking qualified sales meetings

Our professionals will help you nurture and convert leads, and they’ll be there for you to help you grow and make sure you always have great and happy customers.

Contact Center Support services

Contact center agent providing support services

Billing Support Outsourcing Services

FrontLogix offers billing services and support for your business. Everything from account information, updating details, bills, payment guidance, postage funding, purchase power, and other account management topics – we’re here to help. Effectively and efficiently. A dedicated support Desk will handle your customers’ queries, and a FrontLogix representative will immediately and comprehensively respond to your customers.

Technical Support Outsourcing Services

Deriving maximum value from your software and having high-end Technical Support adds value to your business, product, or service. FrontLogix has a team of highly experienced technical support representatives who are ready to help, support, maintain, and enhance your software, product, or platform and obtain the best customer experience.  We also include remote troubleshooting, installation and usability assistance, process monitoring, and optimization.

Customer Success Management Outsourcing Services

Positive customer relationships, and incredibly positive customer feedback, are something every business depends on. Particularly companies that provide solutions through a SaaS format. So, as a business owner, it’s up to you to set your business goals, and it’s up to us to help you move toward the ever-evolving desired outcome. The FrontLogix team’s ultimate goal is to help you be as successful as possible for as long as possible.

Today, traditional account management is a thing of the past, and customer success-driven growth is here to stay. FrontLogix will approach each of our clients individually by:

  • Analyzing and Segmentation;
  • Setting up and managing the expectations;
  • Leveling up the communication;
  • Measurement of the operations and results.

We’ll provide experienced Customer Success Managers (CSM) that will track established success metrics by monitoring specific customer KPIs and the likelihood of churn in addition to other indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). What we truly care about is maintaining and increasing your customer base.

Sales Support Outsourcing Services

Like you,  FrontLogix also loves CLOSING DEALS! FrontLogix will help you find sales opportunities and do all the background work so that your sales reps are free to focus on selling.  Our people start working even before your salespeople meet your potential customers. With the help of automation and digital tools, we gather, analyze, and sort all the relevant data for your sales team. And after closing the deal, FrontLogix’s work really starts! We’ll continue our work with customer outreach and follow-up, ensuring we deliver a mind-blowing customer experience!

Agent providing digital support outsourcing services

Digital Support Outsourcing Services

While every business and brand is unique, so are the customers. Knowing them means asking questions, listening to their responses, and acting on their feedback to create an excellent customer experience. To help you achieve all this, FrontLogix’s top priorities are:

  • Implementing a system for collecting feedback, analyzing it, and acting on it while solving specific problems and answering specific needs
  • Combining customer preferences and data intelligence with cutting-edge technologies and white-glove service to deliver consistent and mind-blowing omnichannel customer engagement, actionable analytics, personalization, and overall customer experience

Our omnichannel presence helps brands connect with customers anywhere and anytime. We provide support via Email, Chat, SMS, Social Media, and In-App messaging.

A man working on a computer.

Email

When it comes to customer service emails, it’s important to stand out! FrontLogix emails do exactly that. We sound natural, friendly, and eager to help—just how we’d talk to the customers if they were standing right there. Maintaining the quality of each email is a challenging job! FrontLogix, driven by customer-centric culture, knows the importance of quality emails, which is why we never compromise. Customers will always get the attention they need and desire without spammy sales or irrelevant information clogging their inbox.

Chat

Without a doubt, chat is the fastest way to support customers, especially when they’re already on their devices. This helps resolve problems as they appear, providing answers within seconds. Being fast and convenient adds up to an amazing customer experience.

SMS

Targeting those who don’t use the live chat, FrontLogix also offers SMS customer service and support – providing relevant answers and solutions to your customers via SMS text messaging in real-time – right into the customer’s native text messaging app.

Social Media

Meeting the customers right where they are is another very important part of the customer-centric culture. And most of them are on Social Media. No matter the channel, FrontLogix offers responses through social channels, quickly and conveniently. Because solving an issue right away is the most important part of awesome customer support.

In-App Messaging

No matter if the customers need onboarding, technical support, or simply to be welcomed or engaged, FrontLogix is here to assist. We’ll identify the user’s pain points, assist them moving forward, and facilitate various customer support processes and scenarios with our in-app messaging. We seamlessly support messaging platforms like WhatsApp, Facebook Messenger, Apple iMessage, WeChat, LINE, Telegram, Skype, and many more.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Get Your Free Guide

In conclusion, if you’re still not sure whether you need to outsource some services, read more about The Pros & Cons of Outsourcing, Why and when to consider a BPO, and Finding and choosing the right BPO partner.

In need of BPO services? Contact us today to discuss how FrontLogix can help streamline your business operations with our specialized outsourcing solutions.