Call centres handle the operations of your customer service and call center. A third-party company hires and trains all call center agents. In addition, they provide all the infrastructure for efficient operation. There are several reasons why companies outsource several business processes to call centers. First of all, talking about business process outsourcing means that the business is outsourced to a third party. In addition, contact centers can cover a wide range of global bp companies to support businesses. As a result, companies can focus more on their core activities. This article discusses some of the reasons for the decision to outsource. It seems clear that such a decision is not taken lightly.
Call Centres Activities
The operation of the call centre includes more than just a call. On request, they can do market research to understand the customer and do marketing research or sales tasks. These functions include features for incoming and outgoing calls. Incoming describes all incoming calls from the customer. Usually responsible for customer service. Outbound calls are responsible for reaching and attracting customers, and as mentioned earlier, conducting research or generating leads through cold calling.
Why To Outsource?
One of the main reasons why a company outsources its global origin point is the cost point. Thus, maintaining a contact centre is associated with high costs. It should be noted that the company benefits from a reduction in costs because it does not have to pay for labor costs or infrastructure. Time and money are also saved because you don’t need to manage central agents; all procedures such as hiring and training will disappear. You become more flexible and therefore more competitive. In addition, a professional contact center ensures 24/7 customer support. Companies planning to expand their business processes globally will benefit from multilingual and multi-channel capabilities to meet customer needs worldwide.
In addition to all the benefits, companies must realize that they are creating vital business processes. With this in mind, monitoring the service will be challenging. But the fewer things management has to oversee, the more they focus on core areas.
Types Of Contact Centres
- Document outsourcing: reduction of document production costs by up to 15%.
- Outsourcing of processes in CRM: optimisation of call processing.
- Human resources outsourcing: optimisation of all application and personnel selection work
- Outsourcing call centre: advantage of contract liability.
- Outsourcing of logistics: optimisation of profit through infrastructure of a vendor.
Large Companies Outsourced Their Call Centres
- Ikea: has a long tradition in outsourcing. They cooperate with 2,500 wood suppliers regarding wood production.
- Google: outsourced its phone and email support to AdWords. This step helped Google achieve a positive ROI.
- Amazon: has already outsourced several call centers to the Philippines.
Eastern European call centres usually offer high quality at the lowest price. When looking for a professional contact center that exceeds customer expectations, we recommend Katrium. The service provider has long experience in the field. In addition, Katrium offers 24/7 customer support through various channels. Katrium covers all functions from incoming calls to outgoing calls in the contact center.
In summary, it is important to look for a fair price, cloud-based call centre software, good company culture. Companies should try to monitor the activity to some extent.