Whether you have a new company just getting started or you’re thinking about making some changes, outsourcing a call centre can be a big decision. Even if you feel like your current situation isn’t ideal or customer service analytics show poor performance, you may be worried about what will happen when you aren’t in direct control of this department. Here are some valid reasons why outsourcing makes sense.
Setting up a new call centre is a major investment of time and money, neither of which is readily available to most new companies starting out. Even a call centre that is already set up uses a lot of resources. When you outsource, you pay only for the necessary services as they are used. Because the call centre has multiple clients, you aren’t the only one paying for the services.
Because most call centres experience peak times and slow times for calls, you aren’t paying agents to do nothing. They manage multiple clients, which means they are working for someone else when your company doesn’t need them, so you don’t have to pay for idle time. When the season gets busy, they can ramp up staff to deal with increased volume quickly.
Call centre agents often have specialized knowledge for specific industries. For instance, one call centre may specialize in health care while another one handles retail customers. This ensures your clients or customers receive the best help from people who are qualified to answer those questions or handle concerns.
Call centres follow the advice of “do one thing and do it well.” They are experts in customer service, which translates into better management for call centre agents. They can train their staff to ensure the highest quality performance. The result is fewer complaints from customers and more customer loyalty. While some companies worry that customers won’t like dealing with an outside company, the truth is that very few will know that this is the case with a top call centre agency.
Many call centres have access to big data to analyze performance and other aspects of customer service. This information can be valuable for companies that want to improve customer service or other areas of the organization. It’s possible to utilize advanced technology for this information that the company couldn’t afford to access on its own.
The focus for call centres is on providing the best service for their clients. They have the processes in place and the programs to monitor every call for efficiency and results. Information is reviewed and processes may be tweaked until the results are what you want them to be.
Many companies worry that call centre agencies won’t have the level of dedication to the customer that they do. In reality, their dedication is to the company, which means they work to provide the best customer service possible. In fact, many companies say these call centres do a better job of handling customer issues than the business did, which increased the level of customer satisfaction and loyalty towards the business.
Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.