In today’s fast-paced business environment, customer service has become more critical than ever.
With customers expecting fast, reliable and personalized service, companies need to have efficient and effective communication avenues to cater to their needs.
Not all businesses have the resources or expertise to manage their call centers in-house, and many are turning to call center outsourcing.
What Is Call Center Outsourcing?
Call center outsourcing is contracting a third-party service provider to handle the customer service and communication needs of an organization.
Instead of managing an in-house call center, companies opt to outsource their customer support operations to an external call center service, which may be offshore or nearshore.
Through call center outsourcing, businesses can delegate functions such as inbound and outbound customer calls, technical support, sales inquiries, order processing, handling customer complaints and more.
These functions are typically handled by trained call center agents who work on behalf of the organization, but are employed by the outsourcing provider.
Benefits of Call Center Outsourcing
Some of the major benefits of call center outsourcing:
One of the primary benefits of outsourcing is saving money. By outsourcing non-core positions, organizations can save on expenses related to hiring, training in-house staff, and maintaining infrastructure.
Companies can also save by avoiding administration fees, office expenses, or any other unnecessary costs—giving your business access to specialized skills and resources at a fraction of the price.
Interviewing, hiring, and training call center employees can be time-consuming. Outsourcing customer service allows companies to save that time, as well as focus their time and resources on other aspects of the business—like expanding their national footprint or focusing on sales opportunities.
Access to Expert Support
Call center outsourcing comes with a network of well-trained staff with extensive experience in customer service and support. They employ trained call center agents who are skilled in handling various types of customer interactions, enhancing the customer experience.
Scalability and Flexibility
With outsourcing, there’s no need to hire temporary workers. Outsourced call center employees work for your company when needed, rather than as full-time employees.
Whenever a company has shifting needs, it can quickly and easily assign outsourced call centers to meet those needs—without the costly overhead and time wasted on hiring and firing staff.
Types of Call Center Outsourcing Services
- Offshoring: An offshore call center is an outsourced call center located in a different country as the given business. Generally, somewhere far from the country of business, like Southeast Asia.
- Nearshoring: A nearshore call center is an outsourced call center that is located in a different country from the given business, but one that is nearby, usually in Central or South America.
Common Call Center Outsourcing Services
Some general call center outsourcing services include:
- Inbound customer support
- Resolving complaints
- Managing returns
- Processing payments
- Order processing
- Help desk support
- Assisting with IT-related issues
- Customer Retention
- Loyalty program management
- Customer feedback collection
- Virtual receptionist
- Appointment scheduling
- Social media support
- Chat and email support
- Surveys and market research
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