Contact center outsourcing: Should you do it?
A contact center is responsible for providing efficient and high-quality customer service and technical support to the company’s new and existing customers. It performs inbound and outbound support through a variety of channels, from email, phone, and/or chat.
Companies outsourcing their contact centers to provide a better quality of customer service is not a fad. It is a fruitful business strategy that has brought many benefits to these businesses. If you’re thinking of switching to contact center outsourcing, make an informed decision by first considering its pros and cons.
Contact center solutions
All contact centers offer solutions to their client base—most, if not all, focuses on providing communication channels. These can include (but not limited to) inbound and outbound calls, reaching out via e-mails and SMS, live chatting, and lead generation.
Solutions like these are what usually businesses need to appease their customers. Any and every external communication channels are pertinent to run a company.
Contact center outsourcing: Should you do it?
The decision to switch still depends on your company’s priorities. But overall, it’s safe to say that outsourcing your contact center solutions is a highly beneficial business move. Outsourcing has all its benefits presented by various successful companies out there. There are a lot of things to consider but the outcome has never been this bright.
That being said, there are still points to be made at your discretion. Research and ask around about the major changes—from your employees to your board of directors.
Pros of contact center outsourcing
A lot of outsourcing companies specialize in providing only the best customer service. This means getting out of their way to upskill their employees and getting them consistent training.
Aside from the quality of contact center agents, here are other pros of contact center outsourcing.
Round-the-clock customer support
Contact centers are willing to work on your schedule. This means fewer time adjustments and better communication across teams.
In addition, outsourcing providers cater to quality customer service 24/7. No matter what time your customers decide to inquire or complain about your products, you’re sure that competent agents will be available to cater to their needs. And for a fraction of the price at that!
You get value for money
Outsourcing saves your company up to 70% on employment costs! Getting high-quality service for an affordable package can only do wonders for your business.
Create a remarkable impression to customers
The combination of highly-trained customer service representatives and 24/7 convenient support will surely create a remarkable impression on customers. Outsourced contact center agents’ level of expertise and professionalism are very high. Investing in a professional team will increase overall customer satisfaction.
Cons of contact center outsourcing
Why are some companies still undecided about outsourcing? Here are some concerns:
Security issues
Contact centers may deal with customers’ private information. With this, companies are worried that external providers may mishandle these confidential data.
This is a very valid concern but can be easily addressed. For starters, only transact with a trusted outsourcing provider. A Payment Card Industry Data Security Standard (PCI DSS) Compliance certification is a huge advantage.
Lack of product knowledge
Let’s face it: it’s easier to communicate to an in-house team than an outsourced one. However, this doesn’t necessarily mean that your outsourced team is “lacking product knowledge.”
Your outsourced team will be trained using the same onboarding and training materials that their onshore counterpart will. The key is proper communication and setting up the right processes and workflows.
Contact center outsourcing: Should you do it?
The decision to switch still depends on your company’s priorities. But overall, it’s safe to say that outsourcing your contact center solutions is a highly beneficial business move.
Make sure to only connect with trusted BPO providers like OP360 for a smooth-sailing experience!
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