When you call customer support, it’s rarely because things are going smoothly. Maybe your order didn’t arrive on time, or your new gadget refuses to connect to Wi-Fi. Whatever the reason, those few minutes on the phone can make or break your opinion of a brand.
For your customers, your call centre is that lifeline. It’s the voice on the other end, the typed response in the chat window, the human connection that can turn a moment of frustration into one of resolution.
But running a call centre, doing it well, and ensuring those crucial connections are positive? That takes serious effort and resources. An American Express report even shared that happy customers spend 17% moreon brands that give them good customer service.
So what if you could tap into a team of experts whose entire focus is on making those customer interactions shine? And without the complexities of building and managing it all in-house? That’s the realm of outsourced call centre services.
Let’s guide you through what it means to outsource call centre services. We’ll discuss what the benefits are, strategies for proper execution, and whether or not your business actually needs to do it.
Table of Contents
- What are Call Centre Services?
- Why Businesses are Choosing to Outsource Call Centre Services
- 3 Ways to Outsource Call Centre Services
- Does Your Business Need to Outsource Call Centre Services?
- Offer Better Customer Experiences by Outsourcing Call Centres
- FAQs
What are Call Centre Services?
Call centre servicesinvolve a range of customer-focused interactions managed through various communication channels. Primarily, they involve handling inbound and outbound phone calls between a business and its customers.
However, modern call centres (aka contact centres) often go beyond just phone calls. They can include email support, live chat, social media customer service, and even video conferencing.
The goal is to provide comprehensive support across the communication channels your customers prefer.
Here’s what a typical call centre might handle:
- Customer Support– Helping people out with any problems they’re having, answering their questions, and providing general assistance.
- Technical Support– Troubleshooting gadgets or software that aren’t playing nicely.
- Sales and Lead Generation– Reaching out to leads who might be interested in buying what you’re selling and trying to turn them into customers.
- Order Processing– Handling all the bits and pieces when someone places an order, like confirming it and making sure everything goes through okay.
- Billing and Collections– Taking care of payments, sending out the bills, and following up if someone hasn’t paid yet.
Why Businesses are Choosing to Outsource Call Centre Services
Did you know that top multinational corporations offshore call centre services to the Philippines?
We have big names like Apple, Amazon, and even Google having customer service hubs in what’s dubbed as the ‘Call Centre Capital of the World’.
That’s a strong enough reason for your own business to consider outsourcing call centre services. Even if you’re an SMB, there are several benefits you can experience:
Cost Savings
Setting up and running your own call centre costs a lot. You’ll have to think about the office space, the computers, the software, and then paying everyone’s salaries and benefits.
Outsourcing can often be way more budget-friendly because you’re usually just paying for the support without all that extra overhead. In fact, your company’s spending can be lessened by as much as 70%when you delegate work to trusted providers.
Getting Expert Support
When you outsource your customer support, you’re essentially plugging into a ready-made team that lives and breathes customer service. They often have the latest call centre technology and agents who are professional and well-trained.
This means you get access to skills and tools that might take you ages (and a lot of money) to build yourself.
Keeping the Focus on Core Business
By letting the experts handle customer interactions, your own team can spend more time and energy on the things that make your business tick.
That way, you can put your efforts where they’ll make the biggest difference to your main goals.
Growth Without the Growing Pains
Naturally, you’ll need more help with customer service as your operations get bigger. Outsourcing makes it much easier to adjust the amount of customer support you need.
When your business starts taking off, you won’t be stuck with the hassle of rapidly hiring and training a whole bunch of new customer service agents.
Better Customer Experiences
BPO providers that specialise in call centre solutions tend to make fewer errors. This means your customers are more likely to have a good experience, and you’re more likely to keep them happy.
Access to the Latest Tech
Call centre outsourcing companies are often early adopters of the latest industry tech, like AI-powered routing and advanced analytics. This can lead to quicker resolutions for your customers and give you a much clearer picture of how your support is performing.
3 Ways to Outsource Call Centre Services
Outsourcing your call centre is not a one-size-fits-all strategy. Businesses can pick a way that works best for their needs and how much they want to spend:
1. Call Centre Onshoring
This means working with a call centre company right where your organisation is based. This can make communication easier because you’re likely sharing the same language and culture. Plus, you’re both following the same laws.
2. Call Centre Offshoring
Offshore outsourcing is when you partner with a call centre in another country. Often, businesses choose this because it can be cheaper since labour costs in some places are lower. But you do have to think about things like language differences and time zones.
As mentioned earlier, plenty of big companies offshore their customer service to the Philippines, especially to Manila. It’s a top choice for contact centre solutions because of how in verse Filipino workers are with the English language and Western culture.
3. Call Centre Nearshoring
Nearshore outsourcing is like a middle ground. It simply means you work with a call centre in a nearby country.
This can give you some cost savings while still being relatively close culturally and geographically, which can help with some of the challenges of going fully offshore.
Does Your Business Need to Outsource Call Centre Services?
Deciding whether to outsource a call centre team is a big step. Ask yourself these questions to help figure out if it’s the right move for your business:
- Are your customer service costs going through the roof?
- Is your team struggling to keep up with all the customer calls?
- Do you feel like you’re missing the latest technology or skilled people to run a high-quality call centre?
- Does dealing with customer service take up too much time and attention when it’s not even your main line of business?
- Do you want to offer support around the clock without the headache of always having staff on hand?
If you answered ‘yes’ to even one of these, it might be worth looking into call centre outsourcing services.
Offer Better Customer Experiences by Outsourcing Call Centres
Ultimately, partnering with a call centre provider can be a smart way to give your customers better experiences.
By working with specialists, you can make sure your customers get helpful, professional, and understanding support whenever they reach out. This can lead to them being happier and more loyal. And what’s more, all that can also be better for your bottom line.
HubSpot research even backs that up by finding out that 93% of customerswill do business with you again if you provide excellent customer service.
Just think about the peace of mind knowing your customers are in good hands. Maybe it’s time to think about who those hands could be.
FAQs
How can outsourcing make my customer service better?
Because you’d get access to people who are trained in customer interaction, and they often have better technology. This can mean quicker responses, better problem-solving, and just generally happier customers.
What kinds of businesses usually outsource their call centres?
All sorts! Big and small businesses in lots of different industries do it. Online stores, tech companies, hospitals, you name it. They’re usually looking to be more efficient and keep their customers satisfied.
How do I make sure the outsourced team represents my brand well?
Pick a company that invests in training its agents and understands what your brand is all about. Make sure you communicate clearly what you expect and work closely with them to give your customers a consistent brand experience.
How involved do I need to be once I’ve outsourced my call centre?
You’ll still want to stay in the loop! While they’re handling the day-to-day stuff, it’s a good idea to have regular check-ins to see how things are going.
Share any updates from your end and make sure they’re meeting your expectations and keeping your customers happy. It’s a partnership after all.