If your business has inbound call centres to serve your customers’ various needs, you may rely on the professionals in these call centres to provide your customers with excellent service. Customer service and support is critical to developing brand loyalty and promoting a good company image. With this in mind, you may feel like you can retain better control of your call center and answering service department. However, there are substantial benefits that you can enjoy when you look more closely at outsourcing your business communications. In fact, these are some of the more common benefits that you may expect.
1. More Efficient Use of Space
In-house call centres take up a substantial amount of space. You need a desk area or cubicle for each agent or representative. They need bathroom facilities, a break room and other areas. This is space that could be used more efficiently for your growing company. When outsourcing your business communications, you may also eliminate the need to keep your technology updated for this department, to buy them supplies and more.
2. Reduced Human Resources and Management Needs
Your call center may have dozens or even hundreds of employees. This team needs regular HR services and managerial oversight. These additional services cost your company a substantial amount of money. Keep in mind that you may also pay for benefits for your call center team as well as for the related management and human resources professionals.
3. Extended Customer Service Hours
In many cases, an in-house call center is only staffed for specific hours of the day. You may have traditional business hours or slightly extended business hours, but both of these can be inconvenient for your customers. Remember that many customers are busy during the day, and they often need to take care of personal matters before or after their own work hours. It can be frustrating for them to reach out to your company for help only to find that your office is not open for business. You may want to browse the Extend Communications website for additional information.
4. Professionally-Trained Call Center Agents
You may think that outsourcing your call center would result in lower-quality customer service, but this may not necessarily be true. Because outsourcing centers provide this service as their primary or even sole business activity, they strive for excellence in many cases. This may include requiring their team to attend regular training sessions, and this may be more than you require of your current customer service or call center team.
Regardless of the current size of your call center, it is important to explore the pros and cons of keeping this department in-house or outsourcing it. There are substantial benefits associated with outsourcing, and you may find that this is the right solution for your business.