To see the true advent of the call centre industry, you need to know that since 2005, the global BPO sector is rising at a rate well above 10%. In brief, call centre sector is seeing a double-digit growth rate for more than a decade now. This growth rate is miraculous of a business industry, which was almost flat before the dawn of e-commerce sector.
Since so many organizations are now choosing to outsource call centres to third-party vendors, you may be thinking of doing the same. The decision to choose one outsourcing firm out of a vast sea of thousands of BPOs is an onerous one. You may get dubious about which company to select and even may re-think on the decision of whether outsourcing is fruitful for your business or not.
In this blog, we are going to cover few boons and fiascos associated with the call centre outsourcing. Let’s start this journey of BPO sector’s benefits and risks:
You must have known this now if you possess a bit knowledge related to outsourcing. All your business needs to pay is the charge for the service you are availing. The cost associated with the training, hiring, and maintaining a workforce is completely weeded off owing to the outsourcing strategy. A lot of companies do not account the price they are paying to maintain an in-house customer service facility before they outsource.
Some of you may argue by saying that you are spending zero dollars on the customer service right now as you are doing it by yourself. In this scenario, when you choose to outsource call centre services, you are freeing up time that can be used by you to focus on the core tasks for your business, which, in turn, leads to a better productivity.
Fiasco: offshore customer service reps
Majority of the offshore or overseas customer service agents are professional and efficient. But, a few dirty fishes spoil the whole pond. Similarly, a bunch of unprofessional firms offers lousy service experience to the customers. Call centre agents are usually quite fluent in the language required to converse with the customers. So, always ensure to see if your outsourcing firm agents are offering an exceptional customer service or not as one bad experience can ruin your business reputation.
Boon: No recruitment problems
Delegating the business tasks to a third-party firm frees you up from the stress of the staffing related problems. Outsourcing defers you from the stress of employees coming on time, or taking a leave, or not showing up punctually. All this stress is comprehensively shifted towards the outsourcing partner who holds prowess in this domain. So, when you outsource, call centre ensures to offer you the best experts with best of knowledge and experience.
Boon: around-the-clock Availability
The best or perhaps the biggest benefit of outsourcing comes with a 24*7 support. An in-house staff is supposed to work only in business hours. If you want to provide an around-the-clock assistance to your customers, you would be requiring to pay double shift staff to cover the entire day. Outsourcing offers you the chance to be available for your customers without spending a huge chunk of money.
Fiasco: Dropping customer satisfaction
As per a wall street journal report, outsourcing actually leads to dipped customer satisfaction level. The report also incorporates different reasons for this. Few of them are lack of product knowledge, the same query directed to more than one professional, unprofessional customer service expert and similar. Still, there exist so many organizations that outsource call centre services and had not compromised with the customer satisfaction (CSAT). The key to being successful in outsourcing is having a thorough insight into the target audience and choosing a firm that is correct for your business.
Boon: Handling upscale
Quite a few businesses require managing their high requirement seasons by hiring extra human resource and then laying off the same in low demand duration. Few companies only choose to outsource when their call volumes get high. Whatever your choice may be, outsourcing enables you to manage your high call volumes without paying a single extra penny from your pocket. How is this possible? The firm you choose to outsource call centre services to have a vast staff of deft experts that is readily available to deal with all sort of business requirement phases.
Fiasco: Low product knowledge
Most of the outsourcing decision fails because of the incompetent agents. The call centre you tie up with should ensure that their agents are well abreast with the products/services you are offering. This one aspect is so important that it distinguishes the winner from the rest of the crowd. If the agent is highly knowledgeable about your offerings, then only the customer will experience a first-rate service experience.
We have tried mentioning a few of benefits and risks that come along with the outsourcing strategy. For more, leave a comment below and we will get back to you. Thanks!