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Topics: Call Centers

If you’ve wondered whether or not call center outsourcing is right for your business, you’re not alone. Many people have the same question! It’s an important question to ask as well, in part because there seem to be so many answers.

Download our whitepaper to learn which call center metrics to prioritize

When outsourcing is done correctly, there’s absolutely no reason it won’t improve your business. Just how does call center outsourcing benefit your firm? You can count the ways!

Better Availability

People remember when you had to call customer service during regular business hours and wait before you actually had a chance to speak to a representative. Even now, it can be tricky (and expensive) for smaller firms to staff their call centers around the clock.

When you outsource call center services, however, you can improve your customer service availability with ease. Choose a partner provider that staffs multiple centers around the world to take advantage of follow-the-sun strategies. Being on call 24/7 suddenly doesn’t seem like such a tall order.

Better Technology

Running an in-house call center isn’t cheap, as you may already know. In fact, the expense is the primary reason businesses choose to outsource their customer service. Why is an in-house operation so expensive though?

Most of the time, the problem is technology. As call center technology improves by leaps and bounds, you may find it difficult to keep up with all the innovation. The result? Your business ends up trapped in a time warp, using outdated technology to all but guarantee subpar customer service.

Why do firms stick with outdated tech? The simple answer is cost—most new technology isn’t cheap to implement. There’s a trick for adopting new technologies on the cheap, however: Partner up with a provider that uses the latest innovations.

Better Insights

When you decide to join forces with a provider using the latest technologies, you’re also harnessing the power of your call center data. Cloud computing and Big Data allow today’s businesses to collect and analyze information with ease. Want to know more about who’s buying your product? Simply mine the data your call center team has collected.

Most call center outsourcing companies also employ customer service metrics to measure their performance. These measurements provide additional insight into how you stack up against your competition—and where you can improve.

Better Decisions

Using cloud computing and Big Data analysis, you can make better business decisions. You collect the information, analyze it, and use it to inform your decisions about where to steer the business or which new call center services to implement. As data collection improves, you can make even better decisions. And with real-time tracking, your decisions can be made sooner, allowing you to keep pace with the market.

Better Flexibility

In-house call centers aren’t the most flexible set-ups, unfortunately. Hiring and staffing can be difficult; turnover is often a constant fight. And the struggle to keep up with technology could mean you have limited choice in the services you offer to your customers.

Call center outsourcing gives your firm the flexibility you need. Your partner provider can scale with your business, offering services and adding staff to help you deliver better customer service.

Better Customer Service

At the end of the day, all of the benefits call center outsourcing offers to your firm add up to one thing: better customer service. When you employ better technology and gather better data, you make better decisions about what you need to do and what you need to improve.

How Call Center Technology Is Evolving

Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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