Call Center Outsourcing: Everything You Need to Know About Call Center Outsourcing
Most companies that decide to outsource their call center operations are looking to minimize costs and improve overall performance, customer experience, and customer retention.
Call center outsourcing
Listen to this article
Simetrix SolutionsCall Center Outsourcing Everything You Need to Know About Call Center OutsourcingSimetrix SolutionsCall Center Outsourcing Everything You Need to Know About Call Center OutsourcingSimetrix SolutionsCall Center Outsourcing Everything You Need to Know About Call Center Outsourcing<iframe src='https://simetrix-solutions.com?action=embed_zoomsounds&type=player&margs=eyJjb25maWciOiJmb290ZXItcGxheWVyIiwic291cmNlIjoiaHR0cHM6XC9cL3NpbWV0cml4LXNvbHV0aW9ucy5jb21cL3dwLWNvbnRlbnRcL3VwbG9hZHNcLzIwMjJcLzAyXC9DYWxsLUNlbnRlci1PdXRzb3VyY2luZy1FdmVyeXRoaW5nLVlvdS1OZWVkLXRvLUtub3ctQWJvdXQtQ2FsbC1DZW50ZXItT3V0c291cmNpbmcubXAzIiwidHlwZSI6IiIsIndwUGxheWVyUG9zdElkIjoxMjE4OSwicGxheWZyb20iOiIiLCJhcnRpc3RuYW1lIjoiU2ltZXRyaXggU29sdXRpb25zIiwiaXRlbV9zb3VyY2UiOiJodHRwczpcL1wvc2ltZXRyaXgtc29sdXRpb25zLmNvbVwvd3AtY29udGVudFwvdXBsb2Fkc1wvMjAyMlwvMDJcL0NhbGwtQ2VudGVyLU91dHNvdXJjaW5nLUV2ZXJ5dGhpbmctWW91LU5lZWQtdG8tS25vdy1BYm91dC1DYWxsLUNlbnRlci1PdXRzb3VyY2luZy5tcDMiLCJkaXNwbGF5X2NvbmRpdGlvbl9saXN0IjpbeyJkaXNwbGF5X2NvbmRpdGlvbl9sb2dpbl9zdGF0dXMiOiJzdWJzY3JpYmVyIiwiX2lkIjoiMWI2MDFiMCJ9XSwidGhlX3Bvc3RfdGl0bGUiOiIiLCJpdGVtX3JlcGxhY2Vfc291cmNlIjoiIiwiaXRlbV90aHVtYiI6eyJ1cmwiOiIiLCJpZCI6IiJ9LCJwb3N0X2NvbnRlbnQiOiIiLCJ0eXBlX25vcm1hbF9zdHJlYW1fdHlwZSI6Im9mZiIsInBsYXlfaW5fZm9vdGVyX3BsYXllciI6IiIsImVuYWJsZV9kb3dubG9hZF9idXR0b24iOiIiLCJkb3dubG9hZF9jdXN0b21fbGlua19lbmFibGUiOiIiLCJkb3dubG9hZF9jdXN0b21fbGluayI6IiIsIndyYXBwZXJfaW1hZ2UiOnsidXJsIjoiIiwiaWQiOiIifSwid3JhcHBlcl9pbWFnZV90eXBlIjoiem9vbXNvdW5kcy1uby13cmFwcGVyIiwicHJvZHVjdGlkIjoiIiwiX3RpdGxlIjoiIiwiX21hcmdpbiI6eyJ1bml0IjoicHgiLCJ0b3AiOiIiLCJyaWdodCI6IiIsImJvdHRvbSI6IiIsImxlZnQiOiIiLCJpc0xpbmtlZCI6dHJ1ZX0sIl9tYXJnaW5fdGFibGV0Ijp7InVuaXQiOiJweCIsInRvcCI6IiIsInJpZ2h0IjoiIiwiYm90dG9tIjoiIiwibGVmdCI6IiIsImlzTGlua2VkIjp0cnVlfSwiX21hcmdpbl9tb2JpbGUiOnsidW5pdCI6InB4IiwidG9wIjoiIiwicmlnaHQiOiIiLCJib3R0b20iOiIiLCJsZWZ0IjoiIiwiaXNMaW5rZWQiOnRydWV9LCJfcGFkZGluZyI6eyJ1bml0IjoicHgiLCJ0b3AiOiIiLCJyaWdodCI6IiIsImJvdHRvbSI6IiIsImxlZnQiOiIiLCJpc0xpbmtlZCI6dHJ1ZX0sIl9wYWRkaW5nX3RhYmxldCI6eyJ1bml0IjoicHgiLCJ0b3AiOiIiLCJyaWdodCI6IiIsImJvdHRvbSI6IiIsImxlZnQiOiIiLCJpc0xpbmtlZCI6dHJ1ZX0sIl9wYWRkaW5nX21vYmlsZSI6eyJ1bml0IjoicHgiLCJ0b3AiOiIiLCJyaWdodCI6IiIsImJvdHRvbSI6IiIsImxlZnQiOiIiLCJpc0xpbmtlZCI6dHJ1ZX0sIl96X2luZGV4IjoiIiwiX3pfaW5kZXhfdGFibGV0IjoiIiwiX3pfaW5kZXhfbW9iaWxlIjoiIiwiX2VsZW1lbnRfaWQiOiIiLCJfY3NzX2NsYXNzZXMiOiIiLCJtb3Rpb25fZnhfbW90aW9uX2Z4X3Njcm9sbGluZyI6IiIsIm1vdGlvbl9meF9tb3Rpb25fZnhfbW91c2UiOiIiLCJzdGlja3kiOiIiLCJfYW5pbWF0aW9uIjoiIiwiX2FuaW1hdGlvbl90YWJsZXQiOiIiLCJfYW5pbWF0aW9uX21vYmlsZSI6IiIsIl90cmFuc2Zvcm1fcm90YXRlX3BvcG92ZXIiOiIiLCJfdHJhbnNmb3JtX3RyYW5zbGF0ZV9wb3BvdmVyIjoiIiwiX3RyYW5zZm9ybV9zY2FsZV9wb3BvdmVyIjoiIiwiX3RyYW5zZm9ybV9rZWVwX3Byb3BvcnRpb25zIjoieWVzIiwiX3RyYW5zZm9ybV9za2V3X3BvcG92ZXIiOiIiLCJfdHJhbnNmb3JtX2ZsaXBYX2VmZmVjdCI6IiIsIl90cmFuc2Zvcm1fZmxpcFlfZWZmZWN0IjoiIiwiX3RyYW5zZm9ybV9yb3RhdGVfcG9wb3Zlcl9ob3ZlciI6IiIsIl90cmFuc2Zvcm1fdHJhbnNsYXRlX3BvcG92ZXJfaG92ZXIiOiIiLCJfdHJhbnNmb3JtX3NjYWxlX3BvcG92ZXJfaG92ZXIiOiIiLCJfdHJhbnNmb3JtX2tlZXBfcHJvcG9ydGlvbnNfaG92ZXIiOiJ5ZXMiLCJfdHJhbnNmb3JtX3NrZXdfcG9wb3Zlcl9ob3ZlciI6IiIsIl90cmFuc2Zvcm1fZmxpcFhfZWZmZWN0X2hvdmVyIjoiIiwiX3RyYW5zZm9ybV9mbGlwWV9lZmZlY3RfaG92ZXIiOiIiLCJfdHJhbnNmb3JtX3RyYW5zaXRpb25faG92ZXIiOnsidW5pdCI6InB4Iiwic2l6ZSI6IiIsInNpemVzIjpbXX0sIl9iYWNrZ3JvdW5kX2JhY2tncm91bmQiOiIiLCJfYmFja2dyb3VuZF9ob3Zlcl9iYWNrZ3JvdW5kIjoiIiwiX2JhY2tncm91bmRfaG92ZXJfdHJhbnNpdGlvbiI6eyJ1bml0IjoicHgiLCJzaXplIjoiIiwic2l6ZXMiOltdfSwiX2JvcmRlcl9ib3JkZXIiOiIiLCJfYm9yZGVyX3JhZGl1cyI6eyJ1bml0IjoicHgiLCJ0b3AiOiIiLCJyaWdodCI6IiIsImJvdHRvbSI6IiIsImxlZnQiOiIiLCJpc0xpbmtlZCI6dHJ1ZX0sIl9ib3JkZXJfcmFkaXVzX3RhYmxldCI6eyJ1bml0IjoicHgiLCJ0b3AiOiIiLCJyaWdodCI6IiIsImJvdHRvbSI6IiIsImxlZnQiOiIiLCJpc0xpbmtlZCI6dHJ1ZX0sIl9ib3JkZXJfcmFkaXVzX21vYmlsZSI6eyJ1bml0IjoicHgiLCJ0b3AiOiIiLCJyaWdodCI6IiIsImJvdHRvbSI6IiIsImxlZnQiOiIiLCJpc0xpbmtlZCI6dHJ1ZX0sIl9ib3hfc2hhZG93X2JveF9zaGFkb3dfdHlwZSI6IiIsIl9ib3JkZXJfaG92ZXJfYm9yZGVyIjoiIiwiX2JvcmRlcl9yYWRpdXNfaG92ZXIiOnsidW5pdCI6InB4IiwidG9wIjoiIiwicmlnaHQiOiIiLCJib3R0b20iOiIiLCJsZWZ0IjoiIiwiaXNMaW5rZWQiOnRydWV9LCJfYm9yZGVyX3JhZGl1c19ob3Zlcl90YWJsZXQiOnsidW5pdCI6InB4IiwidG9wIjoiIiwicmlnaHQiOiIiLCJib3R0b20iOiIiLCJsZWZ0IjoiIiwiaXNMaW5rZWQiOnRydWV9LCJfYm9yZGVyX3JhZGl1c19ob3Zlcl9tb2JpbGUiOnsidW5pdCI6InB4IiwidG9wIjoiIiwicmlnaHQiOiIiLCJib3R0b20iOiIiLCJsZWZ0IjoiIiwiaXNMaW5rZWQiOnRydWV9LCJfYm94X3NoYWRvd19ob3Zlcl9ib3hfc2hhZG93X3R5cGUiOiIiLCJfYm9yZGVyX2hvdmVyX3RyYW5zaXRpb24iOnsidW5pdCI6InB4Iiwic2l6ZSI6IiIsInNpemVzIjpbXX0sIl9tYXNrX3N3aXRjaCI6IiIsIl9lbGVtZW50X3dpZHRoIjoiIiwiX2VsZW1lbnRfd2lkdGhfdGFibGV0IjoiIiwiX2VsZW1lbnRfd2lkdGhfbW9iaWxlIjoiIiwiX3Bvc2l0aW9uIjoiIiwiaGlkZV9kZXNrdG9wIjoiIiwiaGlkZV90YWJsZXQiOiIiLCJoaWRlX21vYmlsZSI6IiIsIl9hdHRyaWJ1dGVzIjoiIiwiY3VzdG9tX2NzcyI6IiIsImxpbmt0b21lZGlhZmlsZSI6MTIxODl9' style='overflow:hidden; transition: height 0.3s ease-out;' width='100%' height='180' scrolling='no' frameborder='0'></iframe>
- Identify your needs
- Perform research
- Select the right vendor
- Outline the process
- Define the terms of service
- Have an exit strategy
But how do you know if outsourcing your call center is the right move? And what steps should you take before making that decision?
In this post, we’ll be covering everything you need to know about call center outsourcing.
Why Outsource Your Call Center?
The first question to ask yourself is, “Do I have the in-house resources and expertise to provide the quality of service that my customers deserve?” If not, then outsourcing might make sense for you.
Outsourcing provides you with access to a pool of highly-trained and experienced individuals who can work with you to provide personalized customer service at a lower cost. Outsourcing also allows you to focus on other areas of your business, such as technology, marketing, and sales. Since these areas tend to require specialized knowledge, having outside experts will allow you to focus on growing your business without the hassle of having to train and manage employees yourself.
Call center outsourcing can take many forms, and each has its advantages and disadvantages. It’s important to understand these different approaches and choose the one that best suits your business needs and budget.
Steps To Successfully Outsourcing Your Call Center Operations
When you have decided to outsource your call center operations, you need to plan for success. There are several steps you can take to ensure that your call center operations runs efficiently and effectively, including:
Identify your needs
Before starting to look for a call center company, you should clearly define what it is that you want your call center to be able to do for you. Are you looking for a company that will handle phone calls for you 24/7? Or perhaps you’re looking for a call center that will provide customer service for multiple departments within your organization? You must know what you want before you can choose an appropriate call center outsourcing partner.
Perform research
Once you have identified the type of call center that you need, you should start doing some research on call centers in general. Visit their websites, read some articles about them, and ask around for referrals from trusted sources.
Select the right vendor
First, you need to select a call center outsourcing vendor that fits your needs. There are two key factors to consider when selecting a call center outsourcing provider:
Cost: You need to select a vendor that offers you a cost-effective solution.
Experience: Look for a vendor that has experience in the call center outsourcing industry.
Outline the process
Make sure you have a clear understanding of the process that your call center outsourcing partner will follow. Make sure that you can communicate with the vendor on a regular basis. The vendor should be able to provide you with a detailed plan so that you know exactly what you will be getting and how much it will cost you.
Define the terms of service
As a part of the process, you should also agree on the terms of service. You and your call center outsourcing partner must be able to clearly define how the outsourcing relationship will work. You must also understand what your expectations are as far as the service provided by the call center.
Have an exit strategy
If you decide to terminate the relationship at a later date, you must have a clear understanding of what you will be giving up. You must also be able to tell your call center outsourcing partner about the services that you want to have when the relationship ends. It is important that you and your call center outsourcing partner come to an agreement on what happens if and when you want to stop the relationship.
How To Determine If Outsourcing Your Call Center Is the Right Move for You?
In a world where businesses are looking for ways to cut costs and save money, outsourcing call centers is an excellent way to do that. Call centers are among the most expensive operations a business has to operate and outsourcing can help you to significantly reduce the costs. But before you decide to outsource your call center, you need to make sure that it’s the right move for you.
To make a decision about outsourcing, you should be able to answer the following questions:
How much time do you spend on customer service?
If you find yourself spending more than 10% of your working hours on customer service, then you might want to think about outsourcing your call center operations. There is a good chance that you could get a much better return on investment if you decide to outsource your call center.
Can you do what your call center outsourced company does?
Before you outsource your call center, you need to make sure that you can replicate what your call center outsourcing company does. If you can’t, then you will most likely lose money and you won’t be able to make a good return on investment.
Do you have enough employees to handle your call center operation?
You need to make sure that you can get the number of employees you need to handle your call center operations. If you can’t, then you should think about outsourcing.
How will outsourcing affect your company?
If you want to continue doing business with your current supplier, you should find out if the decision to outsource will negatively affect your company.
Will the outsourcing process affect your relationship with your customers?
Outsourcing is not something that you want to do if it will impact your relationship with your customers.
Final Thoughts
As you can see, outsourcing is a very complex issue. In order for you to make the best decision about outsourcing, you need to understand what you are getting into and what the pros and cons are. Make sure that you weigh all of these factors and make a decision that is right for your business.
We’ve covered some basic questions you should ask yourself before outsourcing your call center, as well as what the process entails.
We hope this article helps you to determine whether or not outsourcing is the right move for your call center and that it helps you make an informed decision. If you have any questions, please feel free to contact us.
