10 Benefits of Outsourcing Call Center Services

There are numerous benefits of outsourcing call center services from a company like Miratel Solutions. If you are looking to improve customer satisfaction, service levels, generate leads, or maybe you want to extend your customer service hours and become a 24/7/365 service. There are literally tons of customer contact solutions for outsourcing of customer service, sales, technical support, direct response marketing, lead generation and more.

Top call center companies offer a variety of services including but not limited to inbound call center, outbound call center, customer email management, web chat services for business, contact center help desk, backend office support, etc.  The best call center services have a menu of options and you simply select which call center services you want based on your requirements.

Many companies struggle because they do not have the staff, time, technology, or resources to meet the customer service demands of their evolving client base. Outsourcing call center services is a great way to take the stress and pressure off while enabling you to focus on other projects that help grow your business. Now let’s get to our list of the Top 10 Benefits of Outsourcing Call Center Services:

1. Cost Effective

Cost savings is one of the primary reasons for outsourcing your call center services. Outsourcing will reduce your capital, operational and labor costs. To provide excellent customer service, you need the people, the technology and the know how. By outsourcing, you are hiring experts in the industry who are invested in delivering a high standard of service to your customers.

Furthermore, call center technologies are expensive to design, implement and maintain.  Any response call center will have all your telephony requirements available. Which means you will not need to develop infrastructure, ensure data security, train and supervise staff, on top of handling the day-to-day complexities of managing a call center.

Instead of having to pay your employees for added workload or onboarding new employees to cover the tasks of inbound and outbound calls as well as the plethora of other services call centers offer, you can outsource your call center services to professionals in the industry.

2. Trained Staff Always Ready and Available

By outsourcing your call center support services, it means everyone is trained and available to handle all call types that your company anticipates. Most call centers will take a “train the trainer” approach. This creates a subject matter expert in your business that can effectively cascade the training materials to the entire call center team. Furthermore, as part of their call center services, an outsourced call center will automatically conduct quality assurance on your calls to proactively identify potential training improvements, call trends, or coaching opportunities.

Training employees is not only costly but can cause stress for you as well as the employees. Plus, you would have to manage onboarding and potential turnover, as well as any difficulties with people properly grasping the training material. If a call center is hired, you will not need to worry about any of it, they care of it for you and ensure that only a trained team of call center agents manage your calls with all intraday activities supervised in real-time.

3. Customer Service Experts

One of the most essential parts of any successful business is outstanding customer service. Satisfied customers are return customers who provide positive word of mouth that can help attract new customers creating revenue growth. Top call center companies have the built-in experience of handling millions of calls and customer interactions; therefore, they have honed substantial expertise in communicating by phone and know what it takes to successfully sell a product, answer FAQ’s, resolve customer issues, or provide help desk support. Call centers embrace your brand and become ambassadors for your organization’s vision.

Every person has a specific set of skills, however, not everyone is a natural when it comes to customer service and speaking on the phone. Call centers have comprehensive recruiting processes which includes situational, competency-based, and behavioral questions enabling them to assess people on their customer service skills, resulting in only hiring the best of the best. If you decide to outsource to a call center to provide your customer service, you can feel confident that your customers are receiving optimal care when they call in and receive service from a team of well trained, qualified agents.

4. Technology

A huge advantage of outsourcing your call center is the built-in technology your call center service provider has already invested in and utilizes on a day-to-day basis. Call centers use many technologies you may not even consider for your in-house operation. Inbound call center software, Outbound call center dialers, IVR, customizable CRM platforms, PCI DSS Compliant payment processing systems, email marketing, social media management, SMS, web chat, email response management tools and more. When you outsource to a call center you are also outsourcing to the best technology available in the contact center industry.

A call center with robust technology prevents you from having to independently invest in expensive software, people, workstations, and other capital equipment. Additionally, most technology vendors providing solutions to call centers include uptime service levels of 99.9%+ which gives that added assurance of a stable and reliable foundation supporting your business.

5. 24/7/365 Service

Instead of limiting your customers to a 9am to 5pm window of service Monday to Friday, if you outsource call center services then you have the advantage of serving your customers 24 hours a day, 365 days a year, so people from anywhere at any time can call and receive the service they need. Or you can set your own operating hours, maybe you only want to extend your service hours to 9pm or midnight. Most call center support services are open 24/7/365 so you have the flexibility to choose your hours of operation every day because the call center is always open.

6. Scalability

A huge advantage to outsourcing is scalability. While you may not have the expertise of scaling up technology infrastructure and staffing up by 50, 100 people or more, call centers have considerable depth of expertise in that regard. Furthermore, most can do it relatively quickly especially since most call centers now operate with cloud technology which makes scaling up easier. Call centers traditionally have a pool of people to assign to various projects and forecast recruiting needs based on their pipeline of upcoming projects.

Some businesses are seasonal in nature and therefore have seasonal increases in call volumes where they need to scale up staffing to meet customer demand. Call centers are accustomed to being that transparent seasonal arm whenever you need added call centre support services. This allows your business to save money on investing in added capital equipment, technology, and labor by using a call center to service those seasonal spikes in volume.

7. Vested Interest

One of the key benefits of outsourcing call center services is that the vendor you select has a vested interest in your success. Ultimately the call center service provider will want to retain your business for the long-term and therefore, they will always have a vested interest in delivering top notch service to your customers and doing everything within their portfolio of services to assist with the growth of your organization. Their success is tied directly to yours which is always an ongoing motivator to surpass your expectations.

8. Real-Time Reporting

Another reason for outsourcing is that today’s typical call center has software technology capable of reporting on any data captured within their CRM that can be integrated to securely send your data back to you. This includes real-time reporting dashboards with graphical chart views or exportable data. The sky is the limit. If the data is captured, it can be reported on. Reporting is critical when it comes to understanding the types of calls being handled, customer trends, sales progress, concerns or issues, first call resolution, customer satisfaction levels and more.

9. Business Continuity

Outsourcing call center services provides you with automatic business continuity as the call center is a transparent arm of your business with a separate technology infrastructure and team of people supporting it. During the COVID-19 pandemic companies learned how important it was to ensure business continuity for their customers which means no downtime. Call centers have shifted from on-premises to cloud-based telephony and CRM platforms, which means there are uptime guarantees and no disruption in service to your customers thereby providing that business continuity assurance you need.

10. Satisfied Customers

All these benefits lead to one giant reward: satisfied customers. The beauty of outsourcing contact centre services is that it is backed by a team of people who have been trained in not only the call center technology and CRM, but on delivering best in class customer service to keep your CSAT and NPS scores in line with expectations. Happy customers = loyal customers.

These are just some of many reasons why it is beneficial to outsource call center services for your business. Many customer service functions are achieved through the call center so when you are deciding on whether to outsource, you need to consider what you are prepared to invest in for your in-house operation and if that makes the best business case. Over 70% of businesses that currently outsource plan to outsource even more, is that a sign of the future or just good business sense? We say the latter.