Global business processes are different activities to create value for customers efficiently, reliably and multidimensionally. There are several reasons why companies outsource several business processes to contact centers. First of all, 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.
The Activities Of Contact Centers
Contact centers usually 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. The operation of the call center 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 Global Business Processes?
One of the main reasons why a company outsources its global origin point is the cost point. Thus, maintaining a contact center 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.
Business Process Types
- Document outsourcing: can reduce the cost of document production up to 15 %
- CRM process outsourcing: Optimization of call processing.
- Human resources outsourcing: All the work related to search and select personnel
- Accounting services outsourcing: Advantage of contract liability.
- Logistics outsourcing: Companies profit here from the infrastructure of a vendor.
Large Companies Outsource Their Global Business Processes
- Ikea: has a long tradition of outsourcing. They cooperate with 2500 suppliers concerning wood production.
- Google: outsourced its phone and email support for Adwords. This step helped Google to reach positive ROI
- Amazon: has already outsourced various call centers to the Philippines.
Contact centers among eastern Europe deliver global business processes of high quality at the lowest price. On the search for a professional contact center that exceeds the customer expectations, we recommend Katrium. The service provider has long experience in this field. Furthermore, Katrium offers 24/7 customer support through various channels. Katrium covers all activities from inbound to outbound.
In summary, it is essential to look for a fair price, cloud-based telephone service software, a good company culture, and companies should try to monitor the activity to some extent.