One significant benefit of modern technology is that companies can outsource their non-core functions, even to an off-shore location. Outsourcing brings in the expertise needed at a lower cost, plus you can focus on the key competencies of your business. Having an internal customer service desk requires investments in equipment, facilities, technology and staff, plus you have to add more for staff training and the departments’ operations.
Outsourcing your customer service comes with various benefits to your business as well as your customers.
1.Focus on core responsibilities:
Outsourcing your call centre enables your business to focus on the core functions like production, sales and distribution, which will lead to better productivity and increased revenue. Too many tasks that are beyond a company’s operations capability can lead to lower outputs due to the high number of responsibilities for the staff, or the employees can lose focus on the essential functions and put more effort into the less critical tasks.
2. Improved Costs:
Outsourcing your contact centre lowers your internal overhead costs by eliminating the need for hiring staff and purchasing the needed equipment. The cost of outsourcing customer contact is cheaper because a contact centre can spread its costs across multiple clients. Their employees also serve multiple clients, hence reducing the idle time to offer lower cost-per-call rates.
3.24/7 Customer Support:
Your business is better positioned if you can serve your customer every day at any time, especially if you have customers from other regions with different time zones. Unlike a physical location where you have to open and close at specific times. Around the clock customer service improves customer satisfaction due to the elimination of delays in response times.
4.Access to the Latest Technology:
Hiring an outsourced call centre is one way of ensuring that your business is using the latest technology without bearing the cost. Contact centres will invest heavily in technology and research to improve their efficiency in multichannel customer contact as it is their core function.
5. Expert Work Force:
Outsourced call service providers are specialists in this sector, plus they ensure that they have hired the best staff with years of experience in the field. Unlike in-house call centre employees, the outsourced call centre agents undergo regular training to gain the skills needed for top-tier service. Contact centres can also come up with tailor-made services because they can easily understand your business objectives and your customers’ expectations.
6.Ability to predict your call volumes:
In-house customer service desks may not correctly predict call volumes during peak periods. Outsourced contact centre service providers have the expertise, experience, and technology needed to accurately forecast call volumes using their past experiences and other available statistics.
Hiring more staff for your in-house call centre to increase efficiency is expensive as you will pay them during slow periods when they are idle. Contact centres, on the other hand, have enough staff to serve any number of calls, given that different companies have different peak times.
7.Specialised Industry Knowledge:
Outsourced contact centre service providers have the experience and knowledge needed to provide services to different types of industries. The top management in these companies will provide valuable insights and use proven strategies, such skills only come with the proper training and years of experience that you may not find in an in-house customer service department. Call centres also use advanced technologies and analytics to improve the quality of their customer service continually.
8.Quality Monitoring and Control:
It is the role of the outsourced contact centre services provider, to ensure that all calls and other communication channel messages are handled professionally. Contact centres have performance assessment and monitoring tools accompanied by continuous improvement strategies to ensure standards are met.
9.Access to multiple digital engagement channels:
Customers nowadays are looking for companies with multiple communication platforms to avoid the challenges of phone calls, especially if they are dealing with an international company. Contact centres today provide several engagement mediums such as e-mail, webchat, social media, SMS, WhatsApp and many more. Most businesses are now preferring external service providers because such a holistic approach require more staff than what most in-house customer service can manage.
10.Eliminates the Need for Additional Employee training:
Having an in-house customer service desk requires you to budget for the expenses of training the employees on how to take care of the customer. Outsourcing the customer service function help your business save the funds that you would set aside for training. Outsourcing means that you have transferred the training responsibility to the call centre, thus avoiding additional costs.
Why Outsource to BDM Talk?
To find out more about how outsourcing will save you time, reduce costs and generate income. Download our brochure by following the link below or call our friendly expert James Grant on 0330 159 2626.
Customer contact with BDM Talk is limitless… innovative… scalable… cost effective.