Top 10 Reasons to Use an Outsourced Call Center

Do you know what the top reasons are for using an outsourced call center to better facilitate your businesses needs and vastly improve your bottom line? Find out in this blog!

Outsourced call centers serve a very integral role in the functioning, and more importantly, in the profitability of businesses during the modern day and age. If you really think about it, some of the best deals you get are able to be offered because of outsourced call centers. For instance, major computer companies like Dell rely upon outsourced call centers to meet their customers’ needs every day, which is one of the reasons why they can offer such a high level of customer support while also featuring the best rock bottom bargains on name brand and high quality personal and business computers. Do you know what the top reasons are for using an outsourced call center? Find out in this blog!

Top 10 Reasons to Use an Outsourced Call Center

1. Offering your customers a high level of support that is constant.
2. Being able to know that you are meeting your customers’ needs without breaking the bank.
3. Enjoying a reduction in the cost of your business’ overhead without compromising on quality and service.
4. Knowing that by using the best outsourced call centers you can enjoy peace of mind in knowing that your brand and image are being properly represented.
5. Removing the headaches from managing and paying for a domestic call center.
6. Reducing overhead costs and improving profit margins, thus increasing your bottom line.
7. Improving customer service, up-sells, cross-sells, and overall quality by relying upon seasoned industry veterans that are expertly trained.
8. Knowing that the driving forces of your business – your customers and or clients – are being expertly cared for and that their needs are being met in a timely manner.
9. Being able to focus more upon expanding your business and its metrics without having to focus on the little things in between.
10. With outsourced call centers, you can even outsource tedious and time consuming business process – also known as business process outsourcing – such as invoicing, collections, image scanning, document creation, tech support, and dozens of others, while still saving tons of money and improving your bottom line; or your return on investment.

Customer Call Center – Outsourcing Saves Money & Improves Profits

A customer call center is an absolute must-have if you are operating in a customer service orientated business. Choosing the right one to meet your needs is critical to success.

Think about some of the products that you buy or use on a daily basis – or even web based services, or support lines for software you are using, a warranty you need to redeem, or even an information support line – these are all excellent examples of a customer call center in action. When a company has a business product, service, offering, help line, support line, or other customer service related functions – like order placing, order taking, technical support and so on – they rely upon a well equipped customer call center that has an excellently trained staff so they can improve and or maintain their positive ongoing relationships with current as well as new customers. As a matter of fact, most major companies and medium sized business would be up the stream without a paddle if they were not able to outsource to save time and money with a customer call center services provider.

Who Needs a Customer Call Center?

If you have a business that experiences a high volume of inbound calls from customers daily, then you would greatly benefit from having a customer call center that can represent your brand and image to your customers. When considering outsourcing for customer call centers, it’s always of good mind to take your time and really research each provider so you know what you can expect. By comparing history, client reviews and quality assurance, you can indeed find an excellent customer call center provider that can save you money and help you boost customer retention and loyalty.

Cost of Outsourced Customer Call Center vs. Domestic

Perhaps the most advantageous aspect of outsourcing customer call centers is that you can save lots of money and reduce expenses while dramatically improving your profit margins. When compared to domestic customer call centers that could really cost you an arm and a leg, provided you opt for a premium outsourced customer call center, there really is no comparison. Think about it in this manner: If you could buy the same car with the same features and amenities from two different dealerships, yet one was only charging half the price for the SAME car – which dealership would you buy the car from? Would you pay double because one dealership has higher costs of doing business that they pass onto you? Or would take the same exact same car for half the price and save a chunk of money without compromising features or quality?

BPO Call Centers – How they Help Businesses Improve Profit Margins

BPO call centers are staffed with some of the most reliable and diligent task performers that provide essential business functions at an affordable rate.

The wave of the future is business process outsourcing for many domestically based companies that are trying to reduce overhead without negating quality of work. The purpose of BPO call centers is to enable businesses to better streamline their efficiency while reducing the costs of labor and staff, and increasing overall productivity. When implemented properly, this equates to a more smoothly running enterprise that has a much more realizable bottom line – one that means more profits without compromising quality of common business tasks that can be otherwise costly at the domestic rates.

What Can You Use BPO Call Centers For?

BPO call centers serve many functions for the economically minded businesses of the modern day. From taking care of your inbound customer services calls or orders, to handling outbound telemarketing campaigns, surveys, order processing, invoice creation, database management, document processing, image scanning, collections, payables, receivables and nearly everything and anything in between. As you can see, there are umpteen amounts of different things that you can use BPO call centers for to get the job done right the first time around, and to lower your cost of doing business so you can realize a healthier profit margin each quarter.

Are All BPO Call Centers the Same?

When seeking out BPO call centers to facilitate your needs, not just any BPO call centers will do. It’s always wise to take your time and really research any BPO call centers that you are looking into before you sign on the dotted line and allow for them to represent your company’s integrity. Here’s a few great questions to ask about any BPO call centers before you enter into contract with them, so that you know you are getting a premium service that will best suit your needs.

1. How long has the BPO call centers been in business for?
2. How many campaigns have they successfully managed?
3. Have they won any awards?
4. How well trained are their reps?
5. Do they have domestic project managers that report to you daily?
6. Can they offer a flexible billing plan?
7. What do current and prior clients have to say?
8. Are their rates competitive?
9. Can they provide quality assurance reports?
10. Will you receive detailed reports daily?

The best BPO call centers will have detailed answers for all of these important questions.

Importance of Call Centers

The Growing Importance of Call Centers

The growth in the call center industry is largely based on the fact that despite their best efforts companies can’t do it all. Outside of the possible savings, offshore outsourcing call centers allows companies to focus on their core business. Calls centers can also be used as a way to brand a business and generate positive word of mouth. Of course, this can only happen if the call center operations meet certain standards. It is also important that the call center is capable of overcoming the inherent negatives from using an offshore entity to handle customer service issues.

The Negatives of Using Call Centers

When a company decides to use the services of a call center outsourcing it must be understood that as with everything else, there may be some hurdles in the beginning. Potential disadvantages of using call centers include:

• Customers are sometimes turned off by the idea of dealing with a third party. They may view the use of call centers as a way for the company to put some distance between themselves and the people who buy their products. 
• Using offshore call centers can come with the added problem of language barriers. The call center representative may not be fluent in English or their accent may make communication difficult. This can be detrimental to the possibility of repeat business or destroy customer trust and loyalty.
• A call center in a different time zone may not be the best fit for a company. A company needs to be certain that a representative is always ready to deal with calls.

Choosing the Right Call Center

Choosing the right call center not only erase disadvantages, but also work in the company’s favor. When looking for the right call center the company must ensure that:

• It has the necessary infrastructure for the job
• The call center has a proven track record
• The network is secure, ensuring protection of sensitive data

Call Centers – Generate Revenue by Satisfying Customers

As the world of business becomes more competitive, companies seek more ways to become leaner and more efficient. Many of them have realized the wisdom of using call centers as a means of providing reliable customer service. Good customer service call center aids in increasing revenue by helping to build customer loyalty.

Large companies are sometimes capable of creating their own call centers to handle customer service issues and to provide technical support services. This option is generally out of the reach of small and medium sized businesses due to the costs involved. For this reason the vast majority of companies, regardless of size will call center outsourcing operations. Financially it is a cheaper option than setting up a call center and when a good company I used customer service is not compromised.

While there are call centers based in the US, companies will typically choose an offshore call center for budgetary reasons. Whatever a company may choose, it is vital that it is able to monitor call center operations to ensure that their customers are getting quality service. Being offshore does not affect the quality service offered by a call center once staff is properly trained.

Onshore vs. Offshore Outsourcing

Today’s business sector is enjoying a massively changing and dynamic industry, particularly when it comes to subcontracting jobs. In the past, the conflict were between doing the job through in-house workforce or outsource it but with the rapid changes in the global economy, this has changed to whether offshore outsourcing or onshore outsourcing will serve the purpose of getting the jobs done. Onshore outsourcing refers to when the job is sent on locally based service or product supplier while offshore outsourcing is exporting the business process outside the country where cheaper labor cost is available. Both these types of business models have become largely popular even if each one has its advantages and disadvantages that can significantly affect the entire business.

Both onshore and offshore outsourcing is geared towards achieving the same goal and that is to minimize and significantly reduce operating costs while raising their productivity levels and reallocating the financial resources on other areas. Onshore and offshore outsourcing like inbound call center has a number of benefits, but if you learn more of these business models, it can help increase the potential of a particular business, it is best to also know the disadvantages that come with onshore and offshore outsourcing.

More often than not, onshore and offshore outsourcing models like most of the inbound call center today offer excellent deals for majority of companies opting to integrate this in their business operation. With onshore outsourcing, companies are able to take advantage of the proximity of the mother company to the organization where the business process is being outsourced. This means that there is no communication barrier to deal with and that makes traveling a lot easier than with offshore outsourcing. The only drawback to this is that the company has to deal with a much higher labor cost and various business regulations implemented locally. For example, onshore inbound call center has a much expensive labor cost compared to its offshore counterpart.

With offshore outsourcing on the other hand, the company can take advantage of a much lower labor cost because the operational expenses spent in business processing are largely minimized when it is outsourced outside the country. Most inbound call center opts to outsource the process out of the country because it is cost effective in their operation while allowing them to obtain qualified workforce at a fraction of the price when the business process is done onshore. Although there are additional operational expenses that must be considered in offshore outsourcing, companies are still able to compensate their losses from the cheap labor cost they can obtain outside the country.

The bottom line here is that as long as it can serve the business purpose for success and great profitability, onshore and offshore outsourcing is designed to perform effectively. It will all come down to the company’s decision on which of these models will allow them to enjoy the maximum opportunity for profits and ROIs while keeping their operational expenses down.