70%
Of Operational Cost
Outsourcing Partner
Captive Team
With Direct Access
With business growing, the volume of customer service calls received also increases. While you can handle customer service calls internally, outsourcing call centre service to a third party is gaining good deal of popularity. Study reveals that between 2020 and 2025, global call centre outsourcing market is expected to grow by over $14 billion. Now the question is why are so many business opting for customer support outsourcing companies to provide service the customers expect? The answer to this is pretty simple- call centre outsourcing offers notable benefits to companies letting them improve customer experience. Read on the blog to explore the benefits of outsourcing call centre service, suiting the business needs.
Customer service Outsourcing is the key to business strategy. Companies these days outsource their call centres by getting in touch with an outside company to handle calls and relevant customer service needs. During the early years of business, in-house staff is able to meet its customer’s needs. As it scales high, it might come across more maximum support requests and enquiries than it can handle without interfering with other serious business processes.
Outsourcing call centres lets business fulfil their customers’ needs while maintaining their level of operations. Working in close tandem with a third-party company helps free up time & resources. With outsourcing, there is no need to invest in technology, staff and training an internal call centre requirements; instead you can focus on your core business process.
Outsourcing with a third-party customer service provider offers a range of significant benefits for customers & businesses. Read on to explore the benefits of outsourcing your call centre services.
Call centre Outsourcing costs less than an internal call centre. The outsourcing saves you the expenses of an internal call centre, including office space rent, training costs for customer service agents, equipment costs, internet access, and software. So, instead of handling all these costs on your own, outsourcing lets you pay a single contract fee. Mind it, outsourcing fees are much lower than the cost of constructing an internal call centre from scratch.
High-quality customer service is important for business success. Call centre outsourcing provides high-quality customer experience, letting you improve customer retention and increasing your bottom line. The agents are highly trained to bring you quick & exceptional customer service. The agents of the outsourcing company are trained enough to provide exceptional & quick customer service.
With call centres embracing hi-end technology, agents get the benefit of working more efficiently and gaining better customer experience. What is worth mentioning is that AR is gaining popularity offering call centre agents the ability to improve first time fix rates reducing service costs. Two such tools worth mentioning is Artificial Intelligence & Robotic process Outsourcing that work together to cater routine customer enquiries. The outsourcing companies go the extra mile in investing in these tools and use them to enhance the service they provide to customers seeking help. Outsourcing lets business take advantage of hi-tech customer service solutions followed by staying ahead of customer expectations.
Working with a third-party call centre also makes it easier for customers to choose how they interact with the call centre agents. For example, customer service chats have recently become more popular with the advent of AI technology. By outsourcing to a third-party call centre, you can give your customers a choice between email, chat, and a phone call with a live agent. This flexibility can improve the customer experience for those who don’t want to spend time on the phone and reduce call wait times.
