Every organization, whether it is a small business or a large enterprise, has to manage its budget carefully. One of the best ways to save money and improve performance is to outsource your call center. By doing so, you can reduce attrition, access new technology and training, and scale your operations more flexibly. In addition, by outsourcing your call center you can often save money in the long run because these centers have a proven track record of reducing customer dissatisfaction and improving performance.
What Call Center Outsourcing Includes
The services provided are broad, ranging from support for a small office to expert solutions for Fortune 500 companies. A few key services might include project management and implementation, performance improvement, training and development, workforce and capacity planning, and technology solutions. These call center consulting firms or agencies are vetted, have highly trained staff and can provide references for previous work completed. Such a solution would allow you to hire additional staff as needed and maintain a positive employer brand. Instead of working late nights or increasing the overall workload of your staff, seek help from the experts.
Performance Improvement
Improving employee performance is key to increasing overall profits. Many times, customer service or sales employees are the first line of contact with potential and current customers. By outsourcing your call center, you can take advantage of performance improvement services that will help your employees be more effective when handling customer interactions.
Access to Training
Outsourcing your call center can help you save money in a number of ways. First, when you outsource your call center you have access to training and development. This means that employees will be up to date on techniques that improve performance. For any business to stay ahead of the curve, continuous staff training and development are necessary. Instead of looking for quality trainers who will take time to acclimate to your culture, you can work with trainers already familiar with industry standards and your business.
Technology Solutions
Technology is costly and difficult for organizations of any size to fund. Working with a call center consulting company allows you to access the newest technology without straining your budget or investing in hardware that may be outdated in less than a year.
Reduced Attrition
Second, call center outsourcing often reduces attrition. This is because when you outsource your call center you are often able to provide better working conditions and pay. This reduces turnover and allows you to keep your best employees.
Gained Flexibility
Call center outsourcing allows you to scale your operations more flexibly. This means that you can add or remove staff as needed without having to make a long-term commitment. This can save you money in the long run as you will only pay for the services you need when you need them.
Lower Cost Per Call
Small to mid-sized businesses especially benefit from this because outsourced call centers have a lower cost per call. The total expenses include the costs incurred on payroll and employee benefits, telecom charges, utility and infrastructure, IT systems, hiring and training, attrition, seasonal ramp-up. When you add it all up the cost per transaction with an in-house team can be significantly high. But what if you could bring down the cost to one fifth of that amount? The savings realized could then be turned into profits.
Save on Recruitment
Acquiring call center agents through the recruiting process is both difficult and time-consuming. You first have to post job ads, wait for applications to come in, sort through them, and then interview candidates. The whole process can take weeks or even months. And once you’ve finally found the right candidate, you still have to undergo training which takes additional time and money. Outsourcing to a call center will eliminate this problem.
In conclusion, there are many reasons why outsourcing your call center can help you save money. From reducing attrition to gaining access to technology solutions, outsourcing your call center can help you improve performance and save money in the long run.
When making the decision to outsource, Call Center Power will be with you every step of the way. Working with companies of all sizes, we always bring multiple call center partners to the table for you to review, each of which is scored and ranked based on a strong set of criteria. The best part is, we do not charge our client’s for our call center partner referral services. Contact us today or get matched with your call center partner now by using our Call Center Matchmaker tool.
