The Truth About Call Centers: Can Outsourcing Help Your Bottom Line?

April 19, 2019 Lydia Adams

Headphones and cup of coffee in front of monitor

Call Center: The term often draws up images of rows of cubicles and low ceilings, but despite what you may have heard in the past, call centers are now ultra-modern, cost-effective and all-around a great solution to your customer care needs. In fact, they are often the go-to choice for U.S. customer care leaders looking for top quality and efficiency.

Customers are arguably THE reason that a company prospers, grows and develops over time. So what could be more important than taking care of your customers with a top-notch customer service team? And though every business needs to ensure that their customers get their queries resolved fast and truthfully, customer care leaders often ask which one is more profitable – an in-house team or an external call center.

There are many pros and cons to both, but a call center can prove to be the most cost-effective way to handle customer care in your business. Read on to find out the truth about call centers.

Top 4 Reasons to Outsource Customer Experience

1. Instant & Constant Support

No company is exempt from poor weather circumstances, power outages and several other hindrances that crop up unexpectedly. Therefore, investing in an external partner (via an external call center) that will responsibly take care of all your call center requirements, is a prudent decision. Outsourced call center agents become accountable for answering customer calls without missing a beat.

2. Cost-Effective Support For Customer Needs

Call Center operations managed externally prove to be less expensive compared to the those with internal employees. The cost of staffing, recruiting, IT, supervision, payroll, accounts and benefits for team members take up a large chunk of the budget. Not to mention the overtime expense during rush hours, which become a huge burden for small- and medium-sized enterprises.

3. Small-Tasks Done Quickly & Efficiently

Taking calls at a short notice or during holidays or during odd hours of the day and night (think omni-channel, 24 hour support) piles up a lot of stress and irritation. It is the job of call center professionals to respond to customers instantaneously and in the most appropriate manner. However, at times business owners are unable to hire, train and retain their own employees without a lot of effort. Having an outsourced team frees owners from such worries.

4. Industry Know-how On-Demand

When hiring a call center, customer experience IS their business. This includes all the recent technologies or trends up-and-coming in the market. Call center agents keep on top of on what’s fresh in the industry and how it can be applied in a process to successfully implement CX. Utilizing modern technologies and ongoing trends appropriately has a positive impact on the value of a company.

 

External call centers are popular for a reason. Simply put, investing in an outsourced/external call center will allow you to provide, always-on support with those who do it best

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