Outbound Call Center Services

To have a successful business, you need to reach new and existing customers on a regular basis. Did you know you should interact with your existing customers at least once a week and bringing new customers to your brand may take up to 8 touches before they sign on? This type of relationship marketing is critical to your success but can be overwhelming to manage. A nearshore BPO call center provides you customized solutions with measurable outcomes.

If you are reluctant to invest in the overhead of setting up your own team of callers, you can partner with business process outsourcing call centers specializing in retaining and growing your customer base. The right BPO outbound call center will match the exact level of customer care you need to succeed.

Primarily focused on regularly reaching out and engaging your existing customers, an outbound call center also uses proven methods to bring new customers into your business. Agents trained in your brand voice use all types of social media, as well as phones, to communicate with your consumers and your targeted potential base.

The key function of your B2C or B2B outbound call center is to interact with your future customers through a variety of existing and new communication channels. This includes courtesy reminders about upcoming payments, notification of approaching company events and sales, and general knowledge about the company and its offerings to potential clients. Retaining your client base while investing in new customers through lead generation will keep you competitive.

Your outbound call center partner is laser-focused on customer retention and expansion. Although an inbound call center also focuses on relationship marketing, the difference is outbound call center agents generate the contact, while inbound agents receive and resolve the contact.

Good relationship marketing involves showing appreciation to your existing supporters and cultivating new ones. Customers want to feel appreciated and on the inside track. By doing this, you show how much you value them and encourage them to spread the word about your company. An active social media presence is key.

All of this takes dedicated time from a professional marketing department — or a knowledgeable and well-trained BPO outbound call center. If you aren’t ready to invest the time and money into growing your own department, your BPO partner can and will. Here are just a few places where a BPO partner can help you shine:

• Enhanced customer experience: Motivate your clients to trumpet your brand through word of mouth when they receive consistent, white-glove customer service.
• Expanded social media presence: Grow your customer base by creating a flourishing social media experience for existing and new customers.
• Optimized core operations: Use your core staff to develop new products and spend their time on R&D rather than generating calls.
• Saved money with scalability: Your BPO call center scales up and down as you need. Are you a seasonal business? Take advantage by increasing outbound calls prior to your busy months and scale down afterwards.

Another huge benefit of any BPO call center services is data collection and insights. You’ll receive key metrics and analytics to let you know what’s working and what needs improvement or change.

The costs of a BPO outbound call center involve considerations such as how many hours you need the service per month, how many agents you want working on your account, and the difficulty level of the service required. Most BPO partners charge a set-up and training fee, but you can also expect pricing breaks for ongoing contracts, as well as those requiring more hours per month.

There are different types of call centers and you’ll pay more or less depending on the model you choose.

• Onshore: Contracting with an outbound call center in the U.S. is the most expensive option and will cost between $20-$30 per agent.
• Nearshore: This option involves using a service that typically shares a border with the U.S. and employs agents who speak English fluently and understand U.S. customs. This typically costs between $10-$20 per agent.
• Offshore: Offshore BPO companies are usually far away and agents may or may not speak fluent English. This is the cheapest option at $8-$15 per agent.

When deciding how much you can spend and still have a great ROI, you’ll need to factor in your savings on operational expenses, such as administrative costs, training and overhead. Plus, your core group of specialized employees will be spending their time focusing on R&D and other measures to increase your bottom line and beat the competition.

Depending on your choice of model, plus your needs, you could be looking at as much as $17,000 monthly for 5 agents in the U.S. Your costs will go down if you choose a company that operates on a nearshore basis with agents fluent in English. You’ll save even more by using an offshore company, but your customer relations may suffer. Overall, a rough estimation of costs can start at $10,000 and go up as far as $200,000.

As with any new business venture, you’ll start out by researching your options and potential service providers. Choosing a BPO partner is a decision you’ll make by checking reviews and testimonials to find a call center service that best matches your unique needs.

Tips for Selecting the Perfect BPO Partner

Optimizing your operations for productivity and efficiency is the end goal when considering hiring a BPO call center service. Here are some tips to help you prepare:

• Decide what you need: Strategize with your key personnel the ways a BPO call center will help you save time and money,
• Investigate your options: Choosing the right partner comes down to solid investigation, making sure you are comparing apples to apples and choosing one that has experience in your industry.
• Examine your budget: How much can you realistically put into this venture without denting your bottom line?
• Work with responsive companies: A good BPO partner should respond immediately to your queries, as well as give you a trial run and be completely transparent on pricing.

The biggest tip is to give yourself some time to thoroughly understand what you want and need before you jump into the BPO world.

If you are weighing the pros and cons of using call center services to boost your bottom line, then consider some of the following elements:

• Does your business need help engaging your current customer base in a meaningful way?
• Does your business need help using new technology and social media to acquire new customers?
• Can you afford to divert funds to creating that infrastructure in-house?
• Will you be able to keep up with new technological infrastructure as it emerges into the market?
• Do you need proven ways to evaluate and measure your customer retention and acquisition process?

If the time is right to explore a call center services partnership, reach out to the experts at Confie BPO for help and guidance.

Your outbound call center partner specializes in power sales, by utilizing a variety of proven techniques to market your business to existing customers, as well as new ones. Whether it’s telemarketing, surveys, generating leads or closing sales, the right BPO partner helps you beat your competition. Here are a few of the unique ways the Confie BPO outbound call center will boost your bottom line:

• Skilled and fluent agents who are well-versed in your brand, services and products to spread the word about new initiatives to your existing base and help you with that all-important customer acquisition.
• Offer measurable data and analytics in easy-to-understand formats so you can make informed business decisions and get the edge.
• Scale up and down as necessary, especially if your business is seasonal or when you launch a new product or service.

Companies choose Confie BPO because we are the experienced leader in making outsourcing work to your advantage,