One of the decisions many business owners will end up making over time is whether or not to use call centre outsourcing for their business needs. As customer relationship services continue to grow and time management is squeezed, mistakes can happen. So, more companies are looking to call centre outsourcing in order to meet the needs of their clients, be they in the States or overseas. So, is your line of business one that could benefit from outsourcing your calls?
Among the advantages:
– Meeting the needs of customers worldwide: With the potential for customers in a variety of time zones, outsourcing business calls makes sense for many companies. By doing so, businesses can provide up to date services for customers at any time of the day;
– More time for employees – Using a call centre frees up more time for your employees. By taking away such phone duties, you can focus your resources on other important matters;
– Cost savings – Along with meeting the needs of customers and freeing up more time for your employees to focus on other aspects of their jobs, outsourcing your calls can save money over time. To keep all the phone duties in-house, you have to invest in equipment, along with hiring and training personnel for such work.
Among the disadvantages of using such a centre:
– Problems with communication – If you outsource your calls, there can be issues with communication. Keep in mind that you are going through a third party, so make sure you properly convey what message you want them to provide to customers;
– Security of information – While most third-party call centres have in place proven security measures to prevent data theft, nothing is 100 percent guaranteed. Make sure that the outsourcing provider your business goes with has a solid reputation in the industry, along with backing up what it says when it comes to securing your data;
– Meeting regulations – It is also important that you find a provider where both they and you understand all local and federal guidelines. This is especially true given the fact that many such call centres reside offshore.
– With these advantages and disadvantages in your mind pertaining to using a call centre, then ask yourself if you can get the job done in-house or not.
Among the items to look at:
– Call duration – Decide what your company’s typical call duration is with customers, that being when it comes to taking questions and orders for your products and/or services;
– Frequency of calls – Review how many calls you get on a regular basis. Find out what the average number of calls is for each hour of business daily. You may or may not be able to handle such volume in-house;
– Budgetary matters – Look at whether or not it makes sense from a financial stand point to do your calling in-house or outsource it. Ask yourself if you have the financial resources to purchase multi-line phone systems and headsets to start. You will also need financial resources for employees to man the phones, along with providing ongoing training;
– Call centre production – No matter what your final call is on looking outside for your calling needs or keeping them in-house, be sure you track production. The only way to truly see if customer needs are being met is to record and analyse the data regularly. Track items such as how many calls are placed and received each day, the time involved, and if they resulted in a satisfactory or unsatisfactory outcome.
Given that fact that your customers’ needs are first and foremost of importance, don’t become disconnected when it comes to making the right call on whether or not to outsource.