Customer care has become a ubiquitous term for business operations across the globe. Gone are the days when companies used to handle customer care in-house. However, over a time period, companies realized that it is an expensive proposition as it requires a lot of investment, money, time, efficient staff, and space. Today, almost 42% of businesses have shifted to get offsite services at a lower cost.
Big companies outsource the functions of their call centers so they can stay focused on the core competencies. Startups and small businesses are also finding it an attractive option, in fact, 37% of the startups currently outsource a business process to take their business to the next level and beyond. Thanks for calling center outsourcing!
How Outsourcing Helps Companies To Prevent Failures?
Nowadays, companies have to struggle a lot due to the increased marketing competition. 80% of the startups fail because they lack the efficient staff and fail to create complementary processes such as customer support to ensure customer satisfaction and retention. When they try to manage call center outsourcing their own, they lose focus on product development, marketing processes, and sales. The companies that choose center services are likely to gain a competitive edge over their market.
Outsourcing is becoming increasingly important for businesses these days. Below are 8 major reasons why you should outsource customer services instead of an in-house operation.
8 Key Advantages Of Outsourcing Services
1. Much Reduced Operation Costs
A lot of people think that getting call center services is expensive, while the opposite is the truth. Setting up in-house call center operations involves huge investments such as recruitment, purchase of infrastructure, and providing 24/7 customer support. Outsourced call center services provide hiring, firing, technology equipment (maintenance and constant upgrades), facility, and training with reduced cost. According to Statista businesses enjoy a 59% cut cost by hiring a customer service team. Since call centers are responsible for hiring, training, and managing, they also save clients from overhead costs.
2. Increased Efficiency
While running an in-house call center operation, you will be always on the hook even for a little hiccup that happens. Its age of the internet and even a minor mistake in customer services will spread across the globe damaging your company’s reputation. Problems like poor-worded scripts, outdated flowcharts, poor equipment, and more affect your business rather than improving it. An outsourced call center service is responsible and accountable to you for hitting the top call metrics. They will be responsible for leaving no stone unturned while you focus on your core business activities.
3. Saves Time
Successful business people understand that time is a crucial resource. Some entrepreneurs think that they can manage their customer care in-house operations. When businesses grow, customer services start consuming vast management time. Hiring an alternative customer care team can help you speed up and expand organizational transformed by 17% (Statista). It will allow you to allocate your time, energy, and expertise in the area where it needed the most.
4. Flexibility & Scalability
We live in an unpredictable digital world Where industries have to manage their resources efficiently to meet fluctuations in demand and that may occur in the future. This principle also applies to customer care who needs to be ready and trained to face all the dynamic changes. Scaling your customer care from time to time can be quite challenging. While outsourced call centers have staff and advanced equipment to ramp up business efficiency. They have pre-plans for peak times, product launches, and advertising campaigns.
5. Specialized knowledge & Trained Agents
The outsourced call centers have a team that is an expert in the field. They have the expertise to develop strategies based on the client’s demand and product type. The managers of the call center possess valuable insights to solve the complex problems of the customers. 59%of the companies cite outsourcing as helpful for their business as they have access to 28% intellectual capital without any effort. Highly trained agents will bring you constant customer loyalty because they are trained and possess extensive consultative knowledge of multiple industries.
6. Benefit From More Diversity and Versatility
Outsourced customer care centers have the necessary resources to perform tasks without any limitations. As the scope of business is always widening, it requires you to bring versatility in your business accordingly. Outsourcing offers a way to meet emerging requirements. The best thing about outsourced customer care centers is that they offer various additional services, flexible schedules, and other perks that in-house call centers are likely to handle. Call centers can provide 24/7 tailored services with much greater flexibility.
7. Increase ROI
Nowadays, the customer interacts with companies through multiple means. They are not willing to wait or compromise when it comes to the type of service they are looking for. Keeping them happy means more revenue and an unhappy customer can be your worst nightmare! A customer wants such type of attention as if the whole team is there to fulfill their demand. If they don’t get what they want, they have hundreds of options to take their business elsewhere. Handling such sensitive matters will take your focus away from primary functions causing you huge losses. An outsourced customer care agent will sweep away your concerns.
8. Availability of Call Center CRM
CRM (Customer Relation Management) is vital for outsourcing operations. A professional call center CRM can bring in more efficiency by integrating with your databases. This way, call center agents to get access to relevant information within seconds when they answer a query. Making customers realize that you are aware of everything they are looking for increases their trust. Getting a CRM along with other resources can be a burden, especially for startups. However, with outsourcing, this can be done easily with less money and time.
In the modern age, call centers have become essential for outsourcing your business. The global business process outsourcing industry is growing. Today, there are more than 170,000 active BPO agencies in the United States that give access to a global talent pool that would otherwise be beyond reach. Managing employee hassle, answering calls effectively, managing systems while keeping your customer a priority is a hassle that you shouldn’t worry about.
Need hassle-free outsourcing services? Contact Mobylogix today.