Government agencies and large companies are known to outsource their call center functions in order to stay focused on delivering their core competencies. Business process outsourcing has been gaining popularity in recent years among startups and small businesses because of the capability to have a virtual center handle all of the company’s administrative functions at a fraction of staffing costs. In this post, we will look at some of the advantages you get from domestic outsourcing.
Low Cost BPO
For a new business owner to set up a new office, they’d need equipment, staff, and the actual facility itself. Outsourcing your administrative duties allows your brand to save on these expenses and use their setup which can include creative different departments like a larger company would have. The third party customer service center can set up your account to have a sales, department, customer service department, etc. Each time a caller selects the department they’d like to speak to, a professional and friendly representative will be there to tend to their needs.
Businesses that offer call center services in some cases may “share” agents with various clients reducing idle time resulting in low charges for clients as well.
Scalability and Flexibility with BPO
Call volumes vary depending on seasons thus call agents in an in-house center may be idle during periods with low volumes. Outsourced call centers on the other hand have numerous clients thus the changes in volumes does not affect staff productivity. Should your volume spike as a result of marketing campaigns or seasonal activity staff from outsourced centers are quick to act and take each call so that you never miss a sale.
“The company that consistently makes and implements decisions rapidly gains a tremendous, often decisive, competitive advantage.” – Steve Blank
Round the Clock Service
Customers would like to reach and talk to real customer representatives whenever they send emails, make calls, or engage in chat sessions regardless of the day or time (or time zone). Such availability is rare with in-house customer service departments. However, business process outsourcing offers business owners services that run twenty four hours a day, seven days a week. Your clients will always have someone to respond to their issues!
Latest Technology with BPO
Organizations that outsource their customer support services not only develop a trusting relationship with an extended office staff, but also get the advantage of running a business with the latest technology without having to spend the money to do so. Business process outsourcing centers ensure customer contact is made possible through different channels. Such technologies offer services like email, VoIP, SMS texts, web chat, and social media monitoring. Such technology may be of high-value making them expensive to acquire for in-house use.
It has become appallingly obvious that our technology has exceeded our humanity. – Albert Einstein
BPO Allows for Expert Management and Staff
Organizations that offer outsourced call center services are themselves specialist service providers thus compete to hire staff and managers with vast experience and knowledge on call center operations. The staff members in outsourced call centers are specialists in technology support, training, workforce planning, and quality assurance.
Data Collection and Analysis
Organizations that offer business process outsourcing understand the significance of collecting and analyzing information from received calls to help you improve business processes. Some of the technology that outsourcers have includes platforms that unlock insights from raw data.
Specialized Industry Knowledge
Some outsourcers are known to only offer call center services for specific industries. The executives, managers, and call handlers have strategies and insights gained from several years of experience.
If you’re launching a new business and would like a business process outsourcing solution that will help you get your company off the ground, contact us today for a consultation and let us help you and your business succeed.