Call centre outsourcing serviceshave grownextensively in popularity over past few decades. It has indeed made things pretty easier for businesses, regardless of their size. With outsourced services, they can shift their work pressure and resulting stress to external service provider, and concentrate more on other pressing issues relating to business.
The third party service provider diligently manages theregular maintenance of call centre infrastructure and equipment used,upgrade technology regularly, and hire andtrain their call representatives to deliver top notch call centre outsourcing services.
That’s the reason why industry experts say that co-sourcing involveslower risk relatively to running an in-house call centre. The suite of service offerings of these call centre majorly comprises of call answering, telemarketing, soft lead generation, third party verification, inquiry handling, email/chat support, customer support, toll free services, customer survey, and outsourced technical support services.
The list of services is no doubt huge. You can outsource these non-core business operations and invest your time and effort on other critical activities. Among above mentioned services outsourced technical supportis one that most of the times businesses think about taking the assistance of third party vendor.
Some of the key reasons why businesses think about taking upoutsourced technical support are:
Manage overflow calls
Outsourcing services to an external service provider so as tomanageincreased call volume can be an exceptional way to upsurge customer service and to ensure no customer is left unattended.
Manage after-hours calls
When you decide to take the assistance of an external service provider to help you with after-hours customer support services, you can offer round the clock service that too at a fraction of the cost.
Disaster recovery
Is your office is predisposed toerraticmeteorological conditions, power fluctuations and natural catastrophes or your call centre software and infrastructure isn’t that dependable? If yes, thensubcontractinga third party service provider to manage calls in the event of anunexpected situation can be an operative way to make certain business continuity.
Managespecified calls
Outsourced technical supportcan be an excellent way to provideremarkable support to your employees and customers, without burning your pocket.
Let’s have quick glance at some of the advantages of call centre outsourcing services:
Abridged costs
Outsourced technical support can be a more economical solution in contrast to hiring and maintaining an entire call centre and in-house team of IT experts. Simply put, there will be massive decline in costs involved in staffing a segment of software engineers (as the external service provider hires and manages their own agents). You don’t have to expend capital on infrastructure and other related overhead costs as third party service providers make use their own software application, servers and equipment. Ultimately, it converts a significant fixed cost into a variable cost, as you just need to pay minimal monthly charges for services you’re availing.
Improves call quality during peak hours
There is no denying the fact that with very well trained andexperienced off-premise IT mavens who can handle calls instantlywill indeedconsiderably improve service quality during peak hours. Sudden influx of inbound calls can be routed to them, thereby dropping the unnecessary wait times which usually frustrates customer more. In addition, both your in-house team as well as your outsourced agents won’t hastily attend the calls (in order to attend the next waiting call) during peak hours as they know there are adequate number of capable agents to field all of the calls that come in. This will radically improve the customer service delivery quality.
Having a staff of excellently trained and knowledgeable off-premise call center agents that Declinein
call abandonment
When you subcontract your inbound calls inflow to an external service provider, long wait times and increasing caller abandonment rates will decline to a great extent. Every inbound call will be retorted timely and your customers will love the accelerated service.
24/7/365 call centre outsourcing servicesat a fraction of the cost
Hiring a third party service provider to managethe incoming calls when your in-house team of experts aren’t working can be the best bet to deliveruninterrupted service, without any need to deploy a 24/7 team of in-house agents. They answer calls after standard office hours, and even during theweek off and long weekends.
Improved customer satisfaction level
When you go in foroutsourced technical support, your in-house team of IT professionals doesn’t need to invest their valuable time and effort on handling peak call volume and can focus more on core business activities. Each and every call is diligently attended with undivided attention with team of team of experts of external service provider. Fewer will be call abandonment and more satisfied will be customers.
In few words:
Call centre outsourcing services can be atremendouslytangibleapproach to dramatically improve your customersatisfaction level, upturn efficiency and decrease risk without compromising your bottom line. It could be precisely what you basically require to drive your business ahead of the stiff competition.
