Call Center Outsourcing Can Improve Profits

Many businesses turn to call center outsourcing services to free up company resources from handling customer support activities. While these benefits can help to improve a company’s image and focus more on their core business, there are other long term benefits that not only make outsourcing a favorable option, but help to improve profit potential as well.

Five Ways Outsourcing a Call Center Saves Businesses Money:

1.      Labor Hours. Each employee a company hires to work the phones is one less employee that could be assigned to market research and development, two primary profit-making initiatives that are often underrepresented.

2.     Server Space. An in-house call center often requires a dedicated server and expensive software to operate. Outsourcing these operations offers web-based interactions with a third party that hosts most of the software on their site. This can translate into thousands of dollars saved annually in hardware and maintenance fees--monetary resources better spent elsewhere.

3.     Training Time. A Harris Interactive survey of 2,048 adults indicated that 96 percent of Americans have had a bad customer service experience. 80 percent of them stopped doing business with that company. Third-party call center services have highly-trained employees, saving their clients time, money, and often face.

4.     Compliance Issues.  Third-party call center services make it their business to stay up-to-the-minute on the rules and regulations. Severe penalties exist for companies that aren’t--and ignorance is no defense.

5.     Quality Assurance. Again, if outsourcing call center services is executed correctly, the representative operates with the hiring company’s strategic goals in mind. The third-party call centers literally serve as "consultants" to businesses, enhancing the relationship through free communication and insightful advice on maximizing project success.

Outsourcing call center services can streamline business processes in these key areas and beyond. From lean-and-hungry start-ups to mid-sized businesses at the precipice of expansion, the outsourced call center can help with the reallocation of scarce resources to catalyze growth and drive profit.

One key improvement to call center outsourcing is saving in-house space by eliminating the need for dedicated servers. Aside from space savings, businesses will also reduce costs associated with ongoing maintenance and other fees at their site.

To ensure customers are always receiving the best quality care from agents, choosing a call center outsourcing provider also means only experienced and highly trained agents will be in touch with customers.

Finally, quality and compliance issues are no longer an issue for businesses as the outsourced call center provider will ensure all rules and regulations are always met.

Call center outsourcing can become the extension of a company’s business and help to not only improve customer satisfaction rates, but chosen correctly, can even help the company to grow and drive profits.