Every company which has customer oriented products or services needs a call centre to resolve the issues and queries of the existing customers and the inquisitions of the potential customers. For this purpose, the companies can either set up in-house call centres or consider outsourcing call centres.
The fact that setting an in house-call centre is a tedious task and maintaining the same too takes a significant amount of time is known to all.
However, owners are still found skeptical and tangled in the option of setting in- house call centres and outsourcing call centres for customer care support. Thus, by reading this article, our readers can expect a better insight in the benefits of outsourcing their customer care services.
- Top Notch management and staff –
The call centres are an expert as this is what they have been doing since years. Just like the owner knows the intricacies of his business, the call center professionals too know theirs. Hence, they always aim to deliver the best in order to attract more and more companies for hiring them for the customer care services.
Moreover, they also keep the best managers and train their agents from time to time with several scripts for different situations during call for added assistance. They look after the customer satisfaction by handling customer support services for various companies. This hones them in their work even more and serves as the basic reason behind the expertise in their work.
- Data Collection and Analysis –
Most of the call centres manage customer satisfaction by means of calls,
for not just one but many other companies as well. They understand the importance of analysing and collecting the call data.
Moreover, they might already be having the data generated from the marketing and advertising campaigns of some other company in the same sector as yours that can be helpful for your company in the longer run. Furthermore, these call centres incur large sums of cost in the latest technology used for gaining deeper insights, doing which would be completely impractical for an in-house setup.
- Quality Monitoring and control-
Service level agreements require all calls of the customers and messages through other mediums like emails and web chats for proficient handling.
The outsource call centres have various tools for monitoring, controlling and accessing the quality and for ensuring the completion of SLAs. In addition to this, answer time and first-time call resolution too are the prime measures of call center quality.
- Access to latest technology-
Outsource call centres include softwares and tools like cloud based platforms, VoIP, email, Web Chat, social media monitoring and SMS texts.
This shows that they invest a lot in owning the best technologies, so that they can reach the customers through as many channels as possible.
The money spent on buying these technologies is covered by what they earn by working for various companies.
However, buying these technologies for an in-house contact centre will be too cost-bearing.
- 24×7 availability –
Most of the customers to which the call centre agents make outbound calls to, refrain from talking or ask to call some other time. Moreover, the customers can make complaint calls at any time. Receiving their calls, following up and initiating the calls are indispensable for every company’s rapport and loyal customer base.
In an in-house call center this would not be possible as it will not have the required amount of man force to do so. Additionally, this 24×7 availability is impractical for an in-house call centre.
Nonetheless, outsourcing customer support services to call centres of the country with the opposite time zone and the same time zone will make the customer care services available round the clock.
Furthermore, outsourcing these services to call centres will also save a lot of company’s time and money which can be used in focusing on more critical and core business aspects.
The foretold points are the major pros that a company gets if it opts for best outsourcing call centres. Apart from these, other benefits include reduced costs, flexibility and scalability, cost management tools and specialized industry knowledge etc.
