Stop Worrying, Start Outsourcing: Benefits of Call Center Outsourcing


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Call centers are the core of customer service, and customers are the brick and mortar of any company. Running a good call center, then, is an important aspect to a successful business. While in-house call centers can seem like a good idea, developing and operating an in-house call center can take a significant amount of resources to run, especially when it isn’t the focus of your company. This is why many companies choose to outsource their call centers. These are the benefits of call center outsourcing:

1. It Keeps Money In Your Wallet

Everything about running a call center is expensive. It’s a resource intensive, and time consuming venture. There is a constant cycle of recruiting, hiring, training due to a higher-than-average turnover rate within the industry. Maintaining the latest and greatest technology (software and equipment) in order to keep the call center at a competitive advantage is also no easy task. Luckily, when you outsource, you are leaving all of these headaches, and expenses to your call center outsourcing provider.

The only expense you have to worry about? Paying your provider. Outsourcing providers often offer custom pricing models that allows you to choose how you are billed. This could be per minute, per call, per seat, per sale or per transfer depending on what works the best for your company.

2. It Helps You Grow

A good call center outsourcing provider will have the ability to help your own company expand operations through unlimited availability, flexibility and a range of services.

A provider that has capabilities to offer their services 24/7, expands the reach of your own business through them. It also opens up the flexibility of how many calls can be handled at any given time. You are no longer limited by your own hours of operation, and allows your customers to have access to your company, any time they need it. You are also not limited by how many reps you have on the call center floor, and can handle any volume of calls. This will reflect well on your company, because it allows your customers to reach you when it is most convenient for them, and significantly reduces or even eliminates the number of calls on hold.

When you start your search for an outsourcing provider,look for one with a wide range of services, such as sales, live transfer, scheduling, inbound and outbound. This way, your company will have access to all of those services, should it ever be in need of it, without having to change providers.

All of these benefits can develop any company, big or small, by giving it access to more resources, for an affordable price.

3. Gives You Access To Highly Qualified Talent

Outsourcing your call center gives you the ability to set up operations and have highly trained professionals taking calls for your company within a matter of a few days. The nice thing about call center outsourcing is you have immediate access to people who have the knowledge, skill, and training needed to successfully handle customer service calls and queries.

These representatives are always working on improving and representing your brand in a way that builds, grows, and improves customer relationships.

4. Its More Secure

A good call center has a plan for any kind of imaginable disaster, it could be a building fire, cyber attack, software outages or number of other unforeseen circumstances that could arise. Regardless, they should have a plan in place that backs up your data and sensitive information so nothing is lost.

5. It Provides You With Useful Data

The call center outsourcing provider that you work with, is there to make things as simple as possible for your company. It is constantly collecting calling statistics, success metrics, and quality assurance data in order to keep tabs on how well campaigns are working. This data gives you actionable insights on how to improve the scripts, and campaigns, in order to make more sales. The bonus? You get access to all of this data without having to generate or organize it yourself.

Image credit to Scyther5 at iStock.

Clarissa Willis
I am the Marketing Specialist for Anomaly Squared in Greensboro, NC. Anomaly Squared is an inbound and outbound customer contact center that provides lead qualification, live transfers, screening services and customer service outsourcing to its clients. For more of our thoughts in the contact center innovation space, please visit our blog "Squared Thinking":


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