Have you been considering outsourcing your call center rather than completing things internally? There are a lot of good reasons to make the switch, including lessening your involvement in the process, improving service and efficiency within your business, and saving money on in-house employee costs and benefits. All of these things will enable you to focus on much more important aspects of your business. If you’re still undecided, here are some top reasons to consider outsourcing instead of dealing with customer enquiries in-house.
1. Reduced Operating Costs
When you choose to outsource your call center responsibilities, you’ll also be outsourcing a whole range of other things. Just consider for a moment how much it will cost you to operate a call center in-house. You’ll need to pay employee wages, pay for training, pay employee benefits, invest in technology, deal with insurance, taxes and legal fees, and take on extra HR staff. When you outsource, you won’t have to deal with any of the above, thus saving your company money. Instead of paying an hourly wage, too, you’ll only be paying for the time the outsourced company spends shielding your calls. Cost-wise, outsourcing is a no-brainer.
2. Fewer Management Resources
Outsourcing your call center to a company like Humach will reduce the number of managers and supervisors that your business needs to have. It will also reduce the number of IT and HR staff you need on payroll. Even if you’re only operating a call center that only operates from 9-5, you still need managers and supervisors working during these hours, and the costs can quickly add up. By outsourcing, you’ll be letting someone else deal with this headache. Remember that you can still oversee the process, but you’ll be doing so without needing to hire your own employees.
3. Increased Efficiency
Running an in-house call center means that you and your employees are responsible for every little problem that occurs. Everything from poor quality headsets to inadequate technology and employee training is your complete responsibility, and failing in any of these areas can lead to lowered efficiency across the board. When you outsource your call center, this again is not your responsibility. The company you outsource too will be fully accountable to you, and need to hit certain metrics that you have agreed upon. This often leads to higher levels of efficiency than you could provide in-house.
4. You Won’t Need to Deal with Training
Finally, one point that we briefly touched upon above, but that deserves its own paragraph, is the need for employee training. This is something that can quickly become a hindrance for a company, especially as new technologies are released, and new staff are taken on-board. An outsourced call center will again handle this for you, ensuring that only those who are properly trained are working on your calls. This ensures you save money, and your customers remain satisfied.
Although some businesses have their concerns about outsourcing their call center, it is almost always a good option.
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