Outsourcing call center services can help you improve your customers’ experiences while freeing up internal personnel to focus on other aspects of your organization.
On the other hand, ensuring the quality of your customer service operation is important to the success of your outsourcing project. Find some advice on how to attain the anticipated level of customer service while outsourcing call center services below.
It allows your company to prioritize what’s important (not that customer service isn’t vital) by freeing up your employees to provide the services it excels at. Meanwhile, a skilled and knowledgeable staff of call center representatives will handle the rest.
As of 2022, the call center market in the United States is worth $23.9 billion. Cloud technology is used by 36% of call centers. Cloud-based call centers have reported 27% reduced downtime. Cloud-based contact centers with 500 seats estimate an average savings of 43%.
Wherever your organization needs to save costs or increase service quality, an outsourced contact or call center may assist.
Choosing a competent cloud communication platform to manage your call center solutions will also make it simpler for you to manage inbound client interactions as well as outgoing interactions such as sales and services.
When Should a Company Outsource Service
It would be fantastic to establish a blanket rule that every firm is unique, and not in the clichéd sense that they all have distinct selling qualities. Rather, each company’s requirements and desires are established by its leadership. They will have distinct organizational structures and will approach the stated procedures in diverse ways.
However, there is a universal tipping point at which every firm should consider BPO. According to Elliot Richardson, a lawyer, and president of the Small Company Advocacy Council in Chicago, when certain procedures require more time to handle than fundamental business responsibilities, organizations begin to overspend in comparison to what they make.
Each firm will arrive at that point at a different time, and this is especially true for smaller businesses that may be ready to hold some procedures close to their chest if they are nearing key milestones in their corporate roadmaps.
Outsourced Call Center Service Pricing Factors
Call Center Inbound
1. Shared services
Shared services are provided by providers who have a pool of agents who handle inbound calls for several clients.
2. Dedicate
Services have a set number of agents that only handle calls for one client. This kind is often billed on an hourly basis, and businesses with large call volumes frequently select this option to assure great service.
3. Monthly
Billing is prevalent among offshore service providers. This implies that you must pay your monthly price in advance and then utilize all of the minutes on that plan before receiving another bill at the end of the month.
Outbound Contact Center
1. Hourly
Outbound contact centers sometimes charge by the hour for their services. They have a staff of people that conduct outbound calls in order to establish appointments, create leads, or close transactions.
2. Commission
When it comes to employing contact centers, commissions are standard. The number varies based on the situation; however, 10% has been determined to be the most usually utilized.
3. Commission hourly
Unlike traditional commissions, which are based on a percentage of your sales price for each product or service, you sell and only pay out when a client employs you again after their initial purchase.
Cost To Outsource Your Call Center Service
The cost of contact center outsourcing is determined by the location of your agents as well as the services your business demands. For example, whereas an agent in India or Pakistan may charge $6 to $9 per hour for basic services, one in the United States may charge $26 to $30 per hour.
Within the same nation, those with particular abilities, such as qualified nurses and certified insurance brokers, will charge you up to $30 to $50 per hour for inbound calls.
Remember, those call center companies are only paid for their productive time, which is 85% per hour. This implies that instead of paying $25 per hour for an employee at your firm, you will only pay $21.25 per hour for an outsourced representative. This distinction alone will save your business 15% on staff wages.
3 Key Advantages of Call Center Outsourcing
1. It is less expensive
One of the key benefits of outsourcing customer support is that it significantly reduces contact center costs. The cost of living in certain foreign countries, such as India, which is a popular alternative for outsourcing, is significantly lower than in the United States.
2. Flexibility
Outsourced call center staff work as needed for your organization rather than as full-time employees. When a company’s needs change, it may swiftly and simply allocate outsourced call centers to suit those needs, knowing that it won’t have to pay extra for adjustments or overtime.
3. Customer assistance is available around the clock
Customers have learned to expect round-the-clock customer support. However, paying local staff to work nightly hours is too expensive. By using overseas staff during the day, you may simply cover 24 hours of the day with an outsourced call center.
Conclusion
Call center outsourcing is a sensible method to handle inbound and outgoing calls in a way that keeps your clients happy while not distracting you from your essential company processes.
However, it is critical that you evaluate its benefits and downsides when determining whether or not your organization needs it, as well as look at the popular ones accessible to businesses. To proceed, look into the finest call center software for small enterprises.
FAQs
What services can I outsource to a contact center?
Outsourcing call centers may assist you with calls, live chat, email answers, social media monitoring, lead creation, telemarketing, and market research. You can have them manage just one of them or all of them.
What is the difference between inbound and outbound calls?
Inbound calls are those made to a contact center by customers, and outbound calls are those initiated by an agent from the center.
What is the difference between a call center and a BPO company?
A business process outsourcing (BPO) firm handles back-office duties, including customer service and bookkeeping, whereas a call center handles calls from and to clients.
