The Complete Guide to Call Center Outsourcing
Business process outsourcing (BPO) services began more than 20 years ago in fragmented markets all over the world, including India. Over the years, call center outsourcing has become one of the fastest-growing and profitable industries.
Despite the challenges, such as rising security concerns, low employee engagement, and a high attrition rate, the market is growing fast.
According to a report published on Business Wire, a news distribution network, the global call center outsourcing market is likely to grow by $13.54 billion during 2019-2023, at a CAGR of more than 3 percent during that period.
The major market segmentation for call center outsourcing would be:
- BFSI
- GovernmentBFSI
- Healthcare
- IT & Telecome
- Retail
Primarily, medium-sized and large organizations outsource their outbound customer service for requirements like tech support, marketing, accounting services, and others. Many large corporations even outsource their entire departments and projects to outbound call center service providers for high-quality and economical services.
When Should a Company Think of Call Center Outsourcing?
It is not easy to give a definitive answer to the question, "When should I outsource?"
There cannot be a clichéd or an industry-spanning answer because all businesses are different by nature, and all have their own unique selling points (USPs).
Generally, businesses feel the need for outsourcing or should ideally outsource their services when certain processes take more time to manage than core business tasks, and the cost factor starts getting out of hand. Outsourcing these tasks is likely to save time and cost for businesses, and help streamline their core business activities.
Top 5 Reasons to Hire an Outbound Call Center Service
1. Enables to Meet the Service Level Agreement (SLA)
Hiring an outbound call center service helps an organization meets its service level agreement (SLA) in terms of providing quality and consistent services to its own clients. Among the SLA parameters, customer service is one of the most crucial ones.
There are several metrics or key performance indicators (KPIs) to measure the delivery of contact center services:
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- The average speed of answer (ASA)
- Next Call Avoidance (NCA)
- Talk time per log hour (TT)
Some KPIs are measured in real-time, and others happen over an extended period. A call center vendor uses KPIs to manage their performance and submit their results
2. Easily Manages High Call Volumes
In certain months in a year, call volumes are higher than usual, mainly in holiday seasons. Most organizations with their existing resources find it difficult to manage such a spike in call volumes. Outsourcing the customer service tasks to a call center service will enable a company to manage such call overflow.
3. Cost-Effective
Outsourcing to an outbound call center service also proves to be cost-effective for an organization. It is because hiring a vendor is economical, as you do not have to bear the costs of office space, technology, support, and working capital. You can also reduce the cost of HR and management expenses that you would have borne for hiring and training.
4. Provides 24/7 Customer Support
Call center outsourcing helps your business to provide round-the-clock customer support instead of limited hours. Managing 24/7 customer service operations can be quite expensive, even for large organizations. On top of it, companies may not have enough skilled employees for the job.
A call center service provider can easily resolve this issue with its trained agents working in different shifts. This way, end customers will get adequate support for 24 hours.
5. Highly Scalable and Growth-Oriented
Outsourcing your outbound customer service or marketing tasks can also help to scale up your business and accelerate the growth process. It will enable your business to enter new markets, expand to international locations, launch new products/services, and carry out promotional campaigns to improve your brand visibility.
Call Center Outsourcing Checklist
- 1. Determine the time when you need to outsource work to a call center.
- 2. Define your business objectives.
- 3. Based on your business objectives, hire an ideal vendor.
- 4. Use the right applications or tools for efficient workflow management.
- 5. Check the skills and expertise the call center offers.
- 6. Evaluate performance based on KPIs.
Organizations can resolve most of the customer service issues with the help of an outbound call center service. It will free up the resources and help focus on growing your core business.
Take a call today and transform your contact center and back-office operations. With time, you can handover more responsibilities through call center outsourcing for better efficiency. With outsourcing being one of the most advantageous business strategies for businesses across the globe, India is an excellent choice for outsourcing your call center services to stay competitive in this market.