Call Center Outsourcing
3 Reasons for Call Center Outsourcing
Call Center Outsourcing has become a tremendously popular practice in businesses of all sizes. This is because the operation of this type of department is both complex and costly. When deciding whether or not outsourcing call centers is right for your own company, you may wish to start by considering the three primary reasons that other organizations are doing so.
Reason 1: To Maintain the Company’s Focus on its Core Business
The heart of any company is its customers, so making sure that they are happy is a central activity for any successful organization. That said, one of the most popular ways to be able to provide an option for communication is by using a call center. As with running any other department in a business, a call center requires unique resources, skills, strategies, and a significant amount of specialized and complex technology. This being the case, many companies choose outsourcing call centers in order to be able to continue with their current core business and yet still provide this service to their customers.
By outsourcing call centers, you are hiring a provider that already has all of the resources and employees in place. This way, you can continue on with the primary products and services offered by your business and still have a call center for your customers, without actually having to create one for yourself.
There are service companies for outsourcing call centers all over the world. This practice began in the early ‘90s and took off in countries such as India. These vendors are now well established and have survived both high and low global economies. They have adapted their businesses to be able to offer highly-trained resources that are ready whenever they are hired to use them. The key is to find the right service company with the skilled agents and business processes that best align with your own organization’s needs. As their cost structure is much lower than it would likely be if you were to have an in-house department, by outsourcing call centers to the right people, you can give your customers superior service without detracting your attention from your primary functions.
Reason 2: To Avoid the Large Expense Involved in its Creation
Establishing a call center is risky and rapidly consumes both time and money. There is a great deal of space, equipment, and staff that is needed to run this type of department. Moreover, as there are no specific rules that can be followed to ensure the success of a call center, it often requires a significant amount of trial and error before it will begin to show signs successful productivity.
Before being able to make the initial investment, the decision has to be made regarding the necessary size of the department. This is a precarious choice as it will also determine the amount of office space that will need to be rented, the number of workstations, and the size of the staff. The size of the department will depend on the number of calls that are anticipated as well as the pattern of those calls and how long they will likely take to complete. This must be considered in conjunction with any call backs, outbound calls, and other required forms of communication such as email, letter mail, online chat, and fax, which will each absorb more time from the staff.
It is vital to be as accurate as possible in determining the size of the department, as one that is too small will not allow room for growth and will lead to agent burnout and customer frustration, while a department that is too large will be a waste of resources and will pour money needlessly down the drain.
Outsourcing call centers avoids all of those issues because the department is already in place. It is simply a matter of hiring the company and then adjusting the amount of service required, as needed. Outsourcing call centers allows for a tremendous decrease of risk.
Reason 3: To Decrease Ongoing Operation Costs
While the creation of a call center is an expensive process, so is its operation. In fact, the operation of a call center tends to grow over time, as office space rent increases, accounts depreciate, technology must be upgraded or replaced, software and hardware must be maintained, and the cost of telecommunication rises.
When outsourcing call centers, you pay only for the service, while the company providing that service must manage all of the associated costs of running such a department over time.
With these three reasons in mind, it is easy to see why so many businesses are outsourcing call centers and why this may be a much more practical and less risky technique than trying to set up an in-house department.