10 Advantages of Outsourcing Customer Support

    Jan 24, 2024 1:27:39 PM One Contact Center Why Outsource, call center, outsourcing, call center in Philippines

    Call Center Outsourcing

    Business is growing and customers are unlimited. The telecommunications system has made the world small, information is at your fingertips, and customers on the other side of the world are just a phone call away. The market is expanding and opportunities keep on knocking.  While telemarketing provides a solution to these challenges, will outsourcing telemarketing requirements provide an advantage to the business? 

    Here are some of the many advantages your business can get when you outsource all your call center needs:


    1. Cost-Effective Services

    It is a known fact that call center services from low-cost destinations like the Philippines, India, and South Africa are very in demand. This is because the services they provide are not only efficient but also cost-effective.

    In addition, outsourcing your call center needs is a more cost-effective solution than hiring and maintaining an entire call center workforce in-house. You don’t have to spend money on IT equipment, call center software, servers, and telephony since external service providers would provide these all. It also saves you from incurring the maintenance costs. So if anything needs a repair, it would be dealt with by the call center company you hired.


    2. Highly Skilled Workforce

    Businesses can use a team of highly skilled call center representatives and agents from a professional call center company. These agents must undergo training to be hired as a call center agent. They are expected to be well-informed about the culture of their audience, efficient in answering calls, and competent in the details of your product, the system, and the process of how your company works.


    3. More Choices In Terms Of Labor

    Outsourcing means that your business can even reach out to labor in other low-cost countries than what is available locally. Many call centers for American businesses are located in the Philippines for this very reason.


    4. Decrease Call Abandonment

    When you contract out your overflow calls to an outsourcing company, you can decrease your call abandonment. You can expect that every call will be answered in a timely fashion and your clients and customers will love this expedited service.


    5. Increased Service Levels & Efficiency Across the Board

    If you want to improve your service level, then outsourcing your call center workforce may be a great solution. When call volume increases, you can always outsource the overflow calls to contracted can center agents. This will decrease wait time and increase service level.

    An experienced outsourced call center service firm is responsible and accountable to you. The company will make sure to hit predetermined call metrics such as average call times, first-time resolution, time on hold, and many others. An expert provider will leave no stone unturned when it comes to how efficiently calls are answered and how quickly customer issues or concerns are solved.


    6. Save on Equipment

    Telemarketing equipment is very expensive and would eat up a significant part of one’s investment. You would need telephone lines, computers and peripherals, space, fixtures, and more. And if these things lie idle during lean months, capital investment would also sleep.  Outsourcing telemarketing requirements does away with the need for equipment. The money saved by not having to purchase equipment can be invested in equally important business initiatives.


    7. Less Administration Work

    Outsourcing means no tedious hiring of telemarketers and other personnel, no training needed, minimum supervision, and easier management. When a company enters into a contract with an outsourcing company, the outsourcing company takes care of fielding telemarketers and support staff who are already trained. The role of the contracting company becomes limited, thus less headache and less stress.


    8. Lower Manpower Expenses

    Many outsourcing companies are based in different countries where the salary standard is lower than the contracting company’s minimum wage requirements. Their salary may be lower but their telemarketing skills are impressive. Also, because telemarketing has been outsourced, there is no need for additional support staff like the technical team and supervisors. This also means savings on manpower expenses.


    9. Professional Handling

    Outsourcing companies have years of experience in the industry and have professional telemarketers, technical support staff, and highly efficient team leaders.  These staff members have been trained and are continuously engaged in training activities to better improve their capacities. They are also familiar with the laws and regulations concerning telemarketing.


    10. Hire Only When Need Arises

    Let’s face it business can fluctuate, or be seasonal, hiring telemarketers on a short-term basis is a great way to have the staff when it’s needed the most. Minimizing staff members during lean months and maximizing telemarketers during peak seasons is a great advantage of outsourced telemarketing.

    If you are interested in saving your valuable time and productive resources, enhancing your business customer service, increasing efficiency, and reducing risk without sacrificing your bottom line, then outsourcing your call center services is the best bet.


    One Contact Center

    One Contact Center

    One Contact Center offers AI services, back office support, virtual assistance, call center support, and BPO services for small businesses, startups, and international brands. Our services can incredibly diminish your workload and help you in producing better income.

    If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.

    One Contact Center

    Written by One Contact Center

    One Contact Center is a minority-owned call center / BPO company that helps companies navigate through this Pandemic by providing customer experience services that improve market shares, brand loyalty and customer retention while reducing costs by up to 70%.

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