Outsourcing continues to prove itself as one of the best, most cost-effective ways to improve business performance without incurring much risk on your revenue. With more and more BPO’s emerging around the world, it is become easier than ever for companies to offload their operations. While outsourcing was once reserved for only the wealthy enterprises, now even smaller companies can afford to outsource. IdeasUnlimited itself has been a support service provider for startups and 1-2-person businesses from across the world. Taking advantage of outsourcing is a surefire method to take your company to the next level. In this blog we’ll be discussing some of the benefits you will immediately notice upon HR outsourcing as well as some long-term benefits that can h elp your organization compete globally.
Better Customer Satisfaction
The key to building a company that stands the test of time comes down to just two words: client relationship. The trust that your customers have in a product or service can make or break a brand. Some of the largest companies around the world struggle daily to keep a positive brand image. However, the best way to improve your ties with your customers is by simply talking to them. Nothing is more powerful than a voice representing your company directly talking with your clients.
Contact centers can be costly to build by yourself. Thankfully, BPO’s offer turn-key call center solutions that can provide customer service at a fraction of the cost of building a center from scratch. Third-party call centers are always careful to handpick professional agents that portray your brand professionally. With their years of experience of talking to all manner of customers, they are extremely helpful in improving your customer satisfaction which in turn leads to better sales and revenue figures.
As we mentioned previously, building a call center can be very expensive. Not only do you need to procure the hardware and software, you also need to fund training and recruitment programs for the new agents. Call centers also inherently have high turnover rate and thus require constant management of your human resources. Furthermore, call centers these days are expected to run 24/7 which will require additional things such as UPS and cloud storage.
Adding everything up, it’s no surprise that many companies opt to outsource customer service these days. While the cost could be significant for a large-scale call center, it is still nothing compared to the heavy expenditure trap of an in-house call center that needs to be maintained and managed 24/7 throughout the year.
While we’re on the topic of 24/7 call centers, it is important to stress the fact that customers these days expect customer services to be available all day long. If a customer calls and nobody answers, not only does it damage your brand image, but it also informs the customer that your company does not operate on a professional level. Therefore, it is important to have 24/7 availability for your customers in order to compete with some of the larger companies in your business sector.
Answering calls day a night can be impossible for some of the smaller companies that lack manpower. However, it is possible if they hire third party support and divide up the hours of the day that will be managed. In-house staff can handle calls during business hours while third-party can take care of calls that come in late at night or during public holidays. By outsourcing hours, companies can easily make sure that all customers’ queries are answered and resolved properly.
Adaptability is an important feature of successful businesses. As trends and economic conditions change, companies too must make changes in order to perform optimally. This is why scalability is important for most companies. Being able to seamlessly scale your staff up or down or shift them to another project is vital in order to make the most out of your workforce. This is nearly impossible for in-house call centers. Since all agents serve a single company, seasonal changes in the business could mean that you will need to conduct lay-offs or mass hiring.
Third party call centers work differently. Since they serve multiple companies, they ensure that all agents will continue to work on something, even when one project goes cold. They also help companies scale their customer service up or down based on their financial situation.
Outsourcing call center services has become an industry wide practice that can help businesses overcome many of the challenges they face when trying to compete with some of the larger competitors in their business sector.
IdeasUnlimited has been at the forefront of support services, helping companies outsource their customer service and providing some of the highest quality call center services at competitive rates. If you’d like to learn more, then be sure to contact IdeasUnlimited today.