Call center outsourcing is a facet of Business Process Outsourcing (BPO) that strategically employs a third-party provider to manage your customer experience functions and other non-core call center functions. They are one of the most widely outsourced business operations. Not only do call center outsourcing providers offer the opportunity to scale your customer service, but they can also support improved customer satisfaction, sales, and business growth.
But why?
Call center outsourcing is a communication solution that allows businesses to provide remarkable customer service support without incurring a huge expenditure. There are many advantages to outsourcing call center services that can help you manage your customer support more efficiently and cost-effectively.
Most businesses that use call center outsourcing services experience increased customer retention and a steady rise in brand loyalty. In this article, we will learn more about what call center outsourcing services are and the benefits of opting for them.
What are call center outsourcing services?
Call center outsourcing services are the customer support services your company provides to a third-party service provider. Examples of call center services that you can outsource include Lead Generation, Answer Service, Telemarketing, Customer Acquisition, Market Research, etc. Call center service providers are sometimes part of a larger BPO company. BPO companies do more than handle customer calls; they also take care of various other business operations for your company.
If customer service is not a core business process for your company, outsourcing allows your internal team to focus on the more important aspects of your business. For example, if you have an app development company, you can outsource other non-core operations such as marketing and customer support. Your internal team can focus on more important tasks like product development and finance.
Two Types Of Call Center Outsourcing Services
Call center outsourcing services can be divided into inbound and outbound. Both serve different functions, and you may need either or both for your business.
Inbound call center services: Inbound call center services deal with the calls that come to a company. These calls may be from customers or potential customers who need information. Businesses need inbound services to provide customer service and technical assistance, answer questions, solve customer problems, and more.
Outbound call center services: Outbound call center services make the calls that go out from a company. Call center agents usually make these calls to customers or prospects to sell products or services. Businesses use outbound calls for sales activities, such as cold-calling, up-selling, cross-selling, telemarketing, lead generation, etc.
Benefits Of Call Center Outsourcing Services For Businesses
One of the most significant advantages of outsourcing call center services is that outsourcing agencies are well-known for their operational excellence and cutting-edge technology. Companies around the world strive to provide excellent customer service to meet their clients’ needs. Call center outsourcing services can be a great way to help companies develop their business, leading to increased profits and new markets.
Companies worldwide have been using India as a contact center outsourcing service for over a decade, and there are many reasons why they chose India as their contact center outsourcing company. Organizations should choose a call center outsourcing service that meets their business needs to get the best return on investment and improve customer perception.
- Highly Skilled Professionals: India has a large pool of skilled professionals with extensive field experience. Outsourcing agencies recruit qualified and competent teams of experts who have in-depth knowledge of this industry. Moreover, many skilled people can speak multiple foreign languages like French, German, Spanish, Italian, etc., which enables the agencies to offer customer service to companies from different countries and for different customers.
- Flexibility in Pricing: The value of the Indian currency is relatively low compared to the countries in North America and Europe. Therefore, if any American or European companies outsource their contact center services to India, they will get the services at lower rates and can choose services according to their business needs. Outsourcing contact center services in India are very adaptable. You will get well-educated working professionals adept at handling various challenges and delivering projects to clients on time.
- Reduced Operating Costs: Outsourcing business functions from India lower your operational costs compared to having in-house teams of professionals. Setting up in-house teams involves infrastructure costs, overheads, personnel, facilities, technologies and equipment, and more. By outsourcing your call center services to India, you can reduce operating costs by almost 50% and ease the burden of managing different teams.
- Offer Enterprises for Scaling: Businesses are often unpredictable as they face both peak and slow seasons. Therefore, you may not have adequate resources and budgets whenever needed. But if you want to scale up in peak seasons, you need to outsource your call center services to India, which will assist you in handling your clients while your business is upgrading to a new level of call center automation technologies. Indian call center companies are renowned for coping with uncertain situations and supporting their clients in scenarios that will maintain the brand image above all your competitors.
- Favorable IT Regulations: The Indian government has favorable policies and regulations that facilitate foreign brands to do business with Indian companies. The stable outsourcing policies, GDP, taxation, industrial parks, telecom, and other zones aid the IT industry’s and other sectors’ growth and development. IT in India is given the top priority as the government policies here are aimed at the benefits of the IT outsourcing industry that usually attracts many foreign companies to do business with India.
- Time Zone Advantages: If your company operates in an overseas market, then the time zone will not match the time of your home country. Indian call center outsourcing agencies will cut your operational costs and provide you with 24/7 customer service. Most outsourcing companies in India work round the clock and throughout the year to provide flawless customer service to their clients.
- Proficiency in Technology: The IT industry in India thrives as companies invest more in the latest technology and innovations. This results in the desired outcomes that meet the international standards. Digitalization helps reduce the costs of the services offered and enhances the quality of products and services.
Conclusion
If you are considering outsourcing your business processes, there are plenty of renowned call center service agencies in India and other global locations that offer high-quality services at the most competitive price. A Philippines contact center can also offer customer support services that are seamless and efficient in providing exceptional CX delivery for your business.
