Outsourcing your call centre services has become a popular practice across industries. However, as beneficial as call centre outsourcing is, there are a few things you should know before outsourcing call centre services.
When deciding to outsource your call centre services, you need to first understand what exactly you will be outsourcing. You may come across the words business process outsourcing or BPO, which refers to having a third-party service provider carry out one or more business functions of a company.
Not having a clear idea of the call centre outsourcing services you can make use of may stop you from providing an exceptional experience to customers, which is why it is important to know all about call centre outsourcing from the very beginning.
A BPO call centre will offer two main types of services. One is inbound call centre outsourcing and includes order processing, support and dispatch. Outbound services like telemarketing and other lead generation strategies can expand a company’s customer base and boost sales, which is why many prefer to outsource their customer service functions to a BPO call centre.
BPO often has lower costs associated with it and a company need not invest in the infrastructure or human resources to maintain in-house departments for customer service when they outsource this business function.
You can also expect a better service quality from a BPO call centre as their skilled professionals will meet KPI targets easily. Call centre outsourcing also lets you scale up or down depending on the volume of calls your company receives.
It can be difficult to monitor quality as your company policies and productivity measures do not necessarily apply to a BPO centre, which will have their own policies and measures.
Outsourcing to overseas call centres can also create a language barrier as language proficiency and accents play a key role in outbound and inbound call centre outsourcing services.
Slow issue resolution is another disadvantage. While a third-party agent will have trained staff equipped with the necessary resources to provide solutions for an array of customer inquiries and complaints, some issues may require involvement of the company, which could result in slower issue resolution.
Considering the pros and cons of call centre outsourcing, you may wonder if BPO is a good idea. What you need to do is weigh the pros and cons. With the above mentioned disadvantages, it should be kept in mind that a BPO call centre will have its own quality measures and KPIs, which will give you a clear idea of the quality of the services.
A reputable BPO centre will also hire agents who can easily communicate with the company’s target audience, thus overcoming the language barrier.
If you are a small business or do not operate in the e-commerce industry, you may wonder if BPO is beneficial to your business, but if you interact with customers, the answer would be yes. By outsourcing your customer services, you can not only allocate more resources to core business functions but can also provide customer service that would increase customer satisfaction and loyalty.
BPO can be beneficial to businesses of all sizes and types, but not every business will require the same quantity of call centre services. This depends on your requirements and is something you need to carefully consider before making any decisions.
An important point to consider when outsourcing your customer service is the technology and resources that will be used by the BPO call centre. When it comes to inbound call centre outsourcing, for instance, the strategies, techniques and technologies that will be used to deliver a high quality and efficient service are absolutely essential.
One of the key benefits of call centre outsourcing is the cost, but reduced cost does not mean no cost at all. This is why you need to look at the best BPO call centres and services as opposed to the cheapest agents.
You may wonder how you can narrow the list of potential candidates to three or five service providers. This may not be easy, but you can consider factors like expertise, experience with others in your industry, pricing, and location when picking the best BPO centre for your company.
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