There are a lot of great reasons to have a call center to support your business and customers. A whopping 97% of Americans own a cell phone of some kind, meaning that having customer service that’s a phone call away means more than it ever has. Call centers also provide sales and help with customer retention.
However, staffing a call center is very challenging, especially when that’s not your core business. If you’re not a large company, hiring and managing a call center staff can be overwhelming.
Fortunately, you can outsource your call center needs to a business processing outsource (BPO) provider. Here are ten of the top reasons to do so ASAP.
1. Lower Overhead Costs
Setting up a call center in-house means spending a lot of money on technology, equipment, office space, and hiring. Then you have to manage and maintain all of those investments. On top of that, you have to plan and staff for different levels of call volume, replace employee turnover, and more.
When you use BPO services to outsource your customer service, sales, and retention needs, you save all that upfront investment. Instead, you work with a provider who specializes in providing top-notch service.
2. Flexibility With Call Volume
One of the most difficult parts of operating a call center is predicting and staffing for changing call volumes. Having staff sit idle during low times wastes money, but not having enough people available during peak times means customer service suffers, and you lose potential sales.
When you outsource, the business solutions company can adapt to your needs. They have the experience and expertise to know what to expect during your campaign and can forecast and staff accordingly.
3. Make a Great Impression on Customers
High-quality customer service is a challenge in every industry, and your customers will know when they experience it. When you work with an experienced provider, your customers experience friendliness, knowledge, and efficiency. Making a positive impression on your customers leads to better customer retention and word-of-mouth advertising!
4. Specialized Knowledge For Your Industry
One thing many of our clients are surprised to learn is how proficient BPOs are in their industry. Due to experience, we can use the language your customers use, skillfully solve problems, and answer specific questions.
Instead of having to train a bunch of new employees to staff your call center, you can rely on knowledgeable staff to serve your customers exactly as you would. There will be no gap between what your customers experience talking to your team and how the best business process outsourcing companies serve them.
5. Quality Monitoring
A call center isn’t just about the employees answering calls. It’s also about maintaining the quality of those calls. The right BPO provider includes call monitoring to ensure that staff is meeting high standards of excellence.
Results of call monitoring should be shared with the employee for coaching and improvement. In addition, you should be able to review results to make sure the quality standards you set up in advance are being met by everyone who speaks to your customers.
Quality monitoring is an important part of ensuring a call center is doing what it needs to do. Save that expense and let BPO companies take care of it for you.
6. Detailed Reports
Curious how many people have called about what issues? Interested in learning when most sales calls are effective? The detailed reporting you receive when you outsource your call center will help you keep your finger on the pulse of your business.
You can find out when volumes are highest, what issues are the most common, and more. This can help you build your business or make improvements as needed. This kind of business information is extremely valuable, and you can’t afford to miss out. Make sure the business process outsourcing companies you talk to provide this information.
7. You Gain Marketing Intelligence
When your customers call, they tell you a lot more than simply what they need help with. You also learn what products they are using, what problems are common, and where messaging is unclear.
These bits of information are priceless to your company, and the right call center outsourcing provider will make sure you capture them.
8. The Most Updated Technology at Your Fingertips
Starting a call center involves investing in expensive technology, but maintaining your center means making frequent updates and upgrades — all at a cost. When you outsource your call center needs, you don’t have to worry about this. Instead, you can take advantage of your provider’s high-quality equipment and software.
Being able to have the latest upgrades at your disposal without the time and money it takes to upgrade is a huge benefit.
9. Offer 24-Hour Service
Do you wish you could offer customers a better option than 9-5 Monday through Friday? Or do you have customers around the globe who need help at all times of day and night? If so, you know the benefits of offering 24-hour customer support.
However, staffing that effort is even more difficult than a typical call center. Overnight hours might have significant low-volume periods, but you still need employees available. Solve these concerns by outsourcing. Your BPO can manage your call volume 24/7, so your customers get the service they deserve.
10. Your BPO Represents Your Brand
When you outsource your call center, your customers don’t have to know that they aren’t talking to a representative of your company. After all, if you’re working with a BPO provider, they are your representatives.
Outsourcing provides your customers with the seamless experience of getting excellent customer service, sales, and retention without ever knowing they were connected with people outside your organization.
Get Started With Call Center Outsourcing Today
Outsourcing your call center needs is an excellent way to provide high-quality service and sales without having to break the bank. You already have a company to run. Why spend time and money learning how to run a call center at the same time?
Instead, outsource to a business process outsourcing company that has a history of excellent results. If you’re ready to get started with call center outsourcing, contact us today!
