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Running a call center service in-house can be costly. Although there are some benefits to keeping this extremely vital aspect of your business within your company, you may be missing out on time, money and a better all-around customer experience.
The current economic climate has larger companies growing at an exponential rate. But are their call centers following suite? With the advent of customer-centric business models taking over, call centers cannot be ignored as an instrumental aspect of company success.
The myth that you should never give up the reigns of your customer experience has plagued a good portion of industry leaders. The truth is, times are changing. If you fail to scale properly by ignoring the potential benefits of outsourcing your call center service — you may run the risk of leaving the customer experience behind.
Enhancing your customer experience takes constant care. It’s not something that can be done by implementing a few tweaks and changes internally, then ignoring the forever moving landscape of technologies.
Ask yourself this…does your call center service have:
- Omni-channel operations
- An a la carte of cloud based services that best fit your needs
- Inbound and outbound trained customer service agents
- The ability to scale alongside your business growth?
- Chatbot/texting AI capabilities
These are just a handful of necessary components your call center service should have. If your call center service lacks the resources or time to train, implement, monitor and track actionable KPIs that are most relevant right now…something is missing.
That something is outsourcing your call center service.
This is often looked at in a negative light, as many call center services are overseas and have left a bad taste in many people’s mouths. But, it can be both cost effective and extremely valuable to utilize a domestic outsource service that acts as an extension of your team.
The cost effectiveness of outsourcing cannot be ignored. There are so many facets of a call center service that must be purchased and maintained in order to succeed.
- Telephony
- Up-to-date equipment
- Servers
- Training staff
- Supervision
- Monitoring
- Tracking
- Reporting
This is just a snapshot of the true value in outsourcing. Getting into the nitty-gritty of cost savings means taking an even deeper look at the details.
Outsourcing your service means that you will pay absolutely nothing for:
- Payroll taxes
- Vacation/sick time
- Quality assurance
- Rent/leasing
- Bonus or other motivational expenses
- IT costs
All of these add up to an astounding amount, and most must be upgraded, updated or maintained as technological or societal trends evolve.
If you would like to plug in the numbers for yourself, there’s a great outsourcing calculator from Expivia.
Yes, you are saving money when you outsource, but you are also investing in customer experience. Outsource call center services focus entirely on the customer. This allows your business to hone in on core competencies instead of stretching your employees and resources thin.
Trying to do it all is never a bad thing, but only if you have the time and resources to pull it off. Outsourcing your call center service is not only cost effective, but a shift in a customer-centric strategy.
If you are interested in learning more about the cost savings involved in outsourcing your call center service, or you simply want to learn more about how it works — visit our website.
