5 Ways Call Center Outsourcing Can Help Increase Profitability
For many companies, staffing and managing an internal call center can be a challenging and costly part of their direct-to-customer businesses - representing as much as 3% or more of net sales. An alternative is outsourcing call center services in part or in full to a qualified partner to help support your growing business.
While most businesses now use internal call centers, there are cost-effective and customer centric ways to use outsourcing. It's important to perform the right level of due diligence to determine if outsourcing is right for your business.
To help in your decision making process, here are 5 ways outsourcing call center services can help organizations like yours.
Lower Cost per Call and Order
For many small to midsize companies, call center outsourcing can provide a lower cost per fall and per order than in internally managed operation. This is especially true of companies without a highly technical product that requires in-depth knowledge. Outsourcing eliminates the costs of recruiting, training and retaining qualified call center representatives.
Do you know what your costs are and how to compare them to outsourced call centers? So often we only think about the hourly labor rate, but a fair comparison requires determining total costs per transaction. These costs include payroll and benefit costs for management, supervisors and Agents, space and utility costs, telecom, IT systems and software, HR, recruiting, and training (including season ramp-up and employee turnover). Do the analysis and understand your costs per transaction, order and call.
When you do a comparison analysis of outsource vs. insourced, be sure all costs are included in the estimate. This should include project time and product training costs several times per year in order to get an apples-to-apples comparison.
The Connection offers U.S. outsourced contact center services for call centers looking for assistance with customer service and technical support solutions. Contact us for a free quote today.
Focus on Core Competencies
Outsourcing your call center functions to a qualified call center company gives management more time to focus on developing products, customer acquisition, marketing campaigns and other growth initiatives. A qualified call center company will handle all of the program and operational details of your program keeping you as hands on or hands off as you desire. This will give you the time to execute plans and focus on your brand.
Support for After Hours & Overflow
Much like seasonal support, call center companies can help you service customers in ways that you're not able to do with flexibility and acceptable costs. If you have higher than planned call volumes, customer will not wait. They abandon calls and shopping carts if they can't get immediate assistance. Outsource companies can help provide this immediate staffing need with high quality and tenured personnel, making sure you stay connected with your customers and sales opportunities.
Avoid Capital Investment
To be efficient and competitive, companies need to invest in technology and systems that help you stay connected to customers. These can include chat, VoIP, support for online shoppers on websites, scheduling software, quality call monitoring systems, speech analytics and modern interactive training systems. These systems are expensive to maintain and constantly changing. The latest and greatest in these technologies helps provide a seamless customer experience, higher service levels and lower costs, but can also be costly for many organizations to maintain. Most outsource call center companies invest in these technologies on a regular basis and have the staff necessary to complete regular maintenance and keep them running. These technologies and support services should all be built into the costs associated with operation of your program. While all of these don't apply to every company, the right partner will allow you to reserve capital for other growth focused initiatives.
Reduce the Stress, Time, Cost of Hiring and Training
Recruiting becomes a time-consuming and costly endeavor for many companies, especially those looking to fill ramp periods and seasonal spikes. In some markets you may not be able to find qualified call center associates at your budgeted wage. And there is always some percentage of temporary associates that just don't make the grade or decide this isn't what they're looking for.
IT, order entry, customer service systems, ecommerce systems, procedures and product assortments have become so complex that it requires a week or more of training, plus some nesting time to get new associates confident and hitting the desired productivity levels. Outsourcers provide additional recruiting and staffing opportunities, utilizing multiple national locations and deep candidate hiring pools. In addition, outsource call centers are equipped with people, processes and systems to provide regular training, nesting and ongoing monitoring to make sure staff are operating at peak performance.