June 22, 2015

Considering Call Center Outsourcing? The Pros and Cons of Outsourcing

outsourced call center

Many businesses are considering call center outsourcing because of the perceived cost benefits. However, every business is different and the benefits of outsourcing may be more pronounced for certain businesses than others. Here are some of the pros and cons of call center outsourcing to consider before you decide if it is the right choice for your company.

1.Call Center Outsourcing Costs Less

The number one benefit of outsourcing is typically cost savings because outsourcing eliminates the costs associated with hiring employees and setting up the call center infrastructure in-house. Managing a call center in-house requires significant resources and having a staff means time and money must be spent on hiring, managers, training for agents, software and monitoring. By putting all of these tasks in the hands of an outsourced company, many businesses find that they can indeed offer better customer service at a lower overall cost.

2.Quality Control May Be Concern

Companies that are considering outsourcing must pay attention to the quality of customer service that an outsourcing partner can provide. When it comes to outsourcing internationally, it is important to remember that language, cultural and time zone differences must be taken into account. In addition, agents must receive regular, skill-building training in order to be effective. As a result, lowered costs may not necessarily translate to better profits for companies that opt to outsource if quality control becomes a concern.

3.Call Center Software

By employing call center software that provides access to important performance tools, such as real-time analytics, a predictive dialer, call tracking and other services like CallTools.com, you can ensure that your agents have everything they need to respond to calls with greater accuracy and skill. Choosing the right call center software to manage an outsourced team is the best option for providing efficient and effective services.

4.Provide 24/7 Service

The greatest benefit of call center outsourcing is the ability to provide service to customers 24 hours per day, 7 days a week. Customers expect to be able to reach a support person at any time of the day. Having support agents available to take calls and set appointments via an outsourced call center, your business will never miss opportunities again. If your competitors are providing support around the clock, then your business must do so as well.

5.Get the Advantage That Large Businesses Have

Large businesses have the opportunity to build call center solutions on-site. However, small and mid-size businesses often don’t have the resources to do so. Sophisticated software to manage call center services can bridge the gap for companies, leading to better support with fewer resources. Having call center services handled by an outside company can permit you to put more focus on your business, rather than scheduling appointments and handling support requests. With limited in-house staff members, small and mid-size business need to have their teams focus on what is important.

6.Scalable Call Center Solutions

If you want to grow your business, employing call center solutions that are scalable and can adapt to changes quickly is important. Finding the right team to manage your call center needs may be accomplished through outsourcing. However, making sure that your team has the right call center software available can greatly improve the success of your business and the satisfaction of your customers.

CallTools.com is not a call center. We provide the software that makes it possible for call centers to operate with a higher level of productivity, flexibility, and service quality.

See how Call Tools can support your enterprise today!

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How to Increase Your Call Center Productivity

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