Outsourcing call center means to let an external company take managerial control of your customer service operations in general and call center activities in particular. In the olden days, outsourcing used to be done for the sole purpose of reducing costs. Over time, however, small and big businesses realized the innumerable benefits that come with hiring a Business Process Outsourcing (BPO) company. Small wonder it is then that outsourcing industry reached $23.6 billion in 2018 and is expected to bloom to $262.2 billion by the year 2022. Like any new business innovation, outsourcing also comes with its potential pitfalls but thankfully they are avoidable with a little caution and care. For today’s article we will focus on the positives, negatives, and the usefulness of call center outsourcing.
Benefits of Outsourcing your Call Center
Around the clock service to your clients can do wonders for your brand loyalty and repeat customers. These days shopping and doing business are as much about the experience of the customers as it is about the quality of the goods or services being produced and sold.
Just the way any growing business will prefer to discourage customers from moving to other brands, it is also important to reduce employee turnover. A lot of time, costs, and training go into bringing new employees up to the operational and quality level of your company, and by reducing the customer relationship burden on them and letting them focus on their core activities will not only improve their performance but also make them more loyal to your company.
Having a BPO partner provides you flexibility and scalability in your customer relationship processes. Be it having to conduct customer surveys, market research, or simply listening to customer complaints and resolving them, when you have dedicated resourced handling customer relationships, you don’t have to worry about reaching out to newer markets, even beyond international boundarie. BPO companies have qualified resources skilled in dealing with customers from different countries, languages, tastes and trends.
Finally, and it goes without saying, you get all of this at a much lower cost than if you were to hire these resources all by yourself and have an in-house call center. The opportunity cost of not having a call center at all also outweighs than simply having one outsourced.
Possible Disadvantage of Outsourcing your Call Center Segment
As mentioned at the start of this article, the pros of outsourcing not only outweigh the cons already, but if you are careful while choosing your BPO partner, you may very well be able to steer clear of these disadvantages altogether. One of the primary pitfalls here is the language barrier that will exist if you decide to hire an outsourcing team from a different country without going over the usual clientele. This is not just about the language but also accent and different customer tendencies. While most outsourcing companies have resources targeted to a range of countries, industries, and customers, it is always advisable to read into their customer testimonials first.
If your chosen BPO company feels disconnect to your company objectives, that may lead to deeper and more severe consequences for your customer satisfaction and loyalty. However, again this is not as much a flaw of outsourcing itself as it is of a particular outsourcing company. Do your research while choosing an outsourcing partner and you will be fine.
While some businesses may argue that loss of control over call center operations make up a disadvantage of outsourcing, while other more shrewd entrepreneurs might argue that losing control of certain departments is inevitable with growth. Therefore, hindering your own growth and efficiency because of fear of losing control is not an advisable course of action.
Finally, there might be some hidden costs or the apparent lack of coordination between your company and your BPO partner. Both these problems can significantly reduce the advantages you stand to gain from outsourcing your call center. Therefore it is imperative that you establish a smooth communication channel between your company and your outsourcing partner, and also have a detailed conversation with them over the contract of service you are signing to avoid any problems later.
Why outsourcing still trumps in-house call centers?
After all is said and done, the bottom line remains that you should opt for every opportunity that can reduce your costs, improve your efficiency, and allow you more room to grow and expand. Secondly, while all major pitfalls of call center outsourcing are easily avoidable, the advantages you stand to gain are not that easily available without taking on a BPO partner. This is especially true if you are a small or medium sized business, competing with much larger businesses with economies of scale and multinational operations already yielding them with better chances of success.
A good outsourcing partner works as an extension of your core company strengths and aligns their services according to your specific needs. Intersoft BPO has qualified professionals experienced in dealing with customers having varied tastes, temperaments, and service expectations. We also offer performance based guarantees and scalability so that you can expand your business without worrying about keeping your customers happy. We will do that for you. Get your quotes today.