Let’s Understand Call Centre Outsourcing
Simply put, the direct one-on-one connection between a customer making a purchase and a representative of the company selling it is known as customer service. Customer service is also extended to customers after the purchase of goods or services.
Call Centre Outsourcing is when you hire a company to handle all your customer support activities such as call centre operations, Q/A, data collection and analysis etc. This third-party company could be off-shore, on-shore or near-shore. Off-shore means in another country while in-shore and near-shore mean the company is domestic or in a neighbouring country, respectively.
You can outsource your complete customer experience service to them or outsource only a few processes. Either way, you benefit from outsourcing because you don’t have to invest in setting up a complete call centre, which will include costs such as technology, human resource, equipment, facilities. Another great way to cut costs is by outsourcing to an off-shore company.
Focus On Core Tasks
Every company has its own core functions which need the undivided focus of their employees. When you outsource your customer experience management, you are getting experienced professionals to handle a difficult function for you and at the same time your employees can now focus their energy and time on the company’s core business.
Provide Customer Support Round the Clock
Providing 24/7 customer support all year round is expensive and difficult for a company. When you outsource the process to a business solutions partner that specialises in customer service; they will provide you uninterrupted customer support. As they are designed to cater to the global time zones; call centres usually have agents on rotational shifts working on all times, around the globe.
When you outsource your customer services to another company that specializes in the service, you are saving all the money that was going to be spent on setting up a call centre. When setting up a customer service centre, you will need to invest in hardware, software and all the necessary management requirements for smooth operations. You can use the saved expenses on technology, people, training and a number of other areas that will make your core activities more efficient.
It’s simple physics, useful output divided by input. By hiring a specialized company, you are focusing the energy of your employees on their core tasks. This minimises the amount of energy lost, making your output directly proportional to your input; resulting in high efficiency.
Efficiency is cardinal to any business. High efficiency puts a business on a signal free highway that leads straight to success.
With a designated expert team giving 24/7 response, you get satisfied customers. Satisfied customers automatically lead to customer retention and loyalty. When your team has to keep up with customer queries along with their core tasks, the response gets delayed. Outsourcing to a company that specializes in customer experience, you cut down the response time to minutes. According to research ,72% of happy customers will share their positive experience with 6 or more people, which leads to more customer
Every business has varying requirements at different times. As the number of customers increase and their expectations grow, your call centre should be able to meet your swiftly changing needs. A specialized customer service company has the resources and expertise required during such times. When you hire a call centre to take care of your customer service needs, you can change the number of agents working for you according to the requirements of your business at any given time.
Omni-Channel Customer Support & AI
Specialized customer experience companies invest in the latest technology, software and analytics. According to research, 56% of call centres plan to invest in AI, process automation investments are around 33% and video chat is used by 31%. These companies have already invested in many necessary tools that make customer experience more efficient by saving time, energy and money. Tools such as software for collections and analysis of data, omni-channel customer support, artificial intelligence and data analytics. These are tools necessary for a good customer experience but too costly for an inhouse call centre; which means outsourcing is the best option.
Some parting advice; save your money, time and energy, outsource your customer experience services for better business.
NCRi offers an omni-channel CX for today’s high-expectation clients. We offer call centre outsourcing with high levels of accessibility and reliability of information for customers. Offering seamless inshore, offshore and near shore CX to its clients. With our highly skilled and trained CX agents who make sure every call makes a difference, we are the perfect customer service partners for you.