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Topics: Call Centers

Many businesses, both large and small, consider outsourcing some of their services at one point or another. Whether they need help in a department they do not have expertise for, they are trying to save money, or they are simply too small and lack capacity, there are many reasons firms consider outsourcing various functions. 

But what about your customer service? Most organizations are aware of just how vital their customer service operations are to them—including their call center services. Nonetheless, the decision to outsource call center services is something under consideration in many firms. Is there a good time to outsource these core customer service functions? The answer is yes; there are several situations when outsourcing to a call center is a good idea.

It’s a Big Job

Many smaller firms know the importance of offering superior customer experiences, including better customer service. The problem, of course, is that these small businesses simply lack the in-house capacity to provide customer service through a top-notch call center. After all, the investment in technology and staff means that operating a call center is no small task. 

If customer service is important to you, but you know your employees are more valuable when they’re engaged in other tasks, or you know that you simply do not have time, money, or other resources to make the investment, then a decision to outsource call center services is a good one.

It Saves Money

All firms, no matter their size, can benefit from the fact that outsourcing call center services saves money. Investing in technology, hiring new customer service representatives, and training them is a large task—that means it uses up valuable resources. 

Most businesses that keep call center services inhouse end up overpaying for them, either by investing in the wrong technologies, by using outdated methods that provide poorer service for customers, or through staffing issues such as high turnover. By moving to outsource call center services, your business can save money.

It Gets You Better Technology

One of the biggest advantages of moving to outsource call center services is that you can access the latest technologies on the market. Your provider will invest in the technologies required to truly make a difference for your customer service.

Better yet? These new technologies are offered to you at a fraction of the cost. Your provider likely has many clients. Given that, the provider can spread the costs out across several client accounts, rather than you assuming that burden on your own.

It Provides Better Customer Service

You know how important the service a customer receives is; up to 70 percent of customers indicate they will switch companies if they think they are not getting good service. Offering a call center is just one way to provide better service to your valued customers.

But did you know that outsourced customer service actually means your customers get better service? Highly trained representatives do not need to transfer calls as frequently, and better technology can help reduce wait times. A multi-center strategy means that you can provide 24/7 care more easily, and it also means you have more staffing flexibility to assist your customers even when things get busy.

It Can Build Your Brand

Most people worry that a decision to outsource call center services means a weakening of the brand. That’s simply not the case. In fact, your provider will staff your call center with highly trained representatives who can help ensure every customer interaction protects and builds your brand.

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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