What do you do when your inbound call center needs more staff? Do you advertise, shortlist individuals, do interviews, conduct assessments, train the selected people, and then see some of your recently trained agents soon fall by the wayside? Inbound call center outsourcing services are a more practical option for staffing your inbound call center.
Why Should Your Business Need Inbound call center outsourcing?
Consider Inbound call center outsourcing for various reasons, not the least of which is that it provides you with quick access to knowledgeable and experienced agents without requiring you to follow traditional hiring procedures. However, reducing labor expenses is one of the main reasons that firms and organizations opt to outsource. You may hire the workforce you need right away and affordably, whether you need full-time permanent agents or temporary workers for a particular campaign.
In what circumstances should I use a BPO for my call center?
It might be challenging to determine if you can continue managing your contact center duties yourself or whether you need to outsource any or all of your call center services. There is no one simple solution that applies to all businesses because each has specific conditions.
There are, nevertheless, a few crucial signs that indicate whether or not you ought to use a BPO for your contact center. Here are three scenarios in which working with Outsourcing Call Center Services makes sense.
1. You want to lower call center expenses.
Concerned about your budget? It might be costly to operate an internal call center. Budgeting is required for the following:
- Hiring costs
- Training costs
- Salaries
- Equipment costs
- Overhead costs (i.e., office space)
When you work with Call center outsourcing services, you agree to pay a predetermined fee for their services. The BPO manages every aspect of these costs and factors them into the price they charge your business. They frequently provide call center services for less since they are industry professionals.
2. Your business is expanding
Is your business expanding? Do you find it challenging to hire? Hiring and keeping contact center employees is a problem that many call centers face. It might be tough to keep up with the exponential growth if your call center grows.
Some BPOs provide you the option to influence the agents they select for your business. Other BPOs handle all elements of hiring and training. Doing this saves you the expense, inconvenience, and time involved in recruiting new call center agents.
3. You need to cover more service hours
Do you require full-service protection? Do you only need coverage from 5 pm to 7 am? International locations are home to many BPO businesses. This implies that offering complete service at your call center is simpler. Agents are working for you in various time zones.
Your BPO agents are 13 hours ahead if your company is in Florida (EST) and your BPO is in the Philippines (Philippine Standard Time, or PST). Thus, at 7 am PST, your first “night shift” agents begin working after your last shift of internal agents, which ends at 6 pm EST.
The benefits and drawbacks of using contact centers
Before choosing whether or not to use an Inbound call center process, weighing its benefits and drawbacks is crucial. The advantages and disadvantages of call center outsourcing for small business operations are discussed below.
Pros
- Cost optimization benefits
The firm can significantly reduce costs by outsourcing call center services. It will enable your company to avoid the expenses related to recruiting and training new personnel. Engaging a capable service provider may also boost profits because of improved client satisfaction.
- 24/7 Customer Support
A contact center that can provide 24-hour customer service is one of the main benefits of using one for small business operations. Any corporation has to maintain this constant, seamless connection with its clients.
- Experts and Process Specialists
Undoubtedly, an Inbound call center outsourcing business has an advantage in getting access to the necessary tools and technology. Most of the time, lead delivery is handled by qualified professionals working for outsourcing companies.
Cons
As was said above, there are drawbacks to using a call center; read on to learn more about them.
- Decision-Making Limitations
A company outsources its customer assistance to a different provider using small business call center services. As a result, a third-party provider may begin using its methods to achieve outcomes by taking care of routine customer complaints. A strategy like this can restrict the firm owner’s decision-making ability. Given that the customer service staff is crucial to the success or failure of any business, the loss of decision-making authority is a significant problem for many firms.
- Data theft
A company’s most important asset is data, and consumers undoubtedly provide a substantial percentage of that data. Data is the diamond in any company’s crown in this technology-driven era. Therefore, a company would have compromised its data security procedures by outsourcing call center services to a third party.
- Absence of Business Etiquette
Another issue is that outsourced call center employees seldom align with the company’s culture, beliefs, philosophy, and procedures. As a result, their commitment to providing exceptional customer service might not be consistent with the company’s culture.
- Divided Attention
Additionally, a business might become the victim of fragmented attention. In reality, contact center representatives occasionally place calls for many firms. They might not have enough time to devote all of their engagement the attention.
To employ a BPO for your call center, click here
You and your call center agents may feel less stress if you hire a BPO for a call center. You may either employ a BPO to handle all of your back office support services or just a portion of them.
It helps to give your BPO a resource that enables them to follow your company’s standards and procedures when you engage a BPO to assist your contact center. If you provide your agents with access to a knowledge base, they will always be able to execute a method or process correctly, regardless of where they are located.