Just about every business that rose from a simple startup and became highly successful had to face the question at some point: When have we grown so much that we need to outsource in some areas? And specifically, when do we need to consider outsourcing our inbound contact center services?
The answer will differ depending on who you ask, but one of the most telling signs it is time to consider outsourcing your customer service is when you increasingly are receiving customer complaints regarding the quality of customer service. Another sign it is time is that you have run out of space or can’t afford to continue to manage a quality contact center.
The Breaking Point With In-House Services
Many businesses will look at the costs associated with operating an in-house contact center and weigh that against what you’ll spend to outsource. The considerations will include the salaries of the agents and managers, as well as the IT professionals who specialize in maintaining contact center technology.
There is also the cost associated with the physical space a contact center takes up. Another important cost consideration is the software and hardware, which is often the breaking point for small- to medium-sized businesses that simply don’t have the budget to keep up with the ever-evolving technology.
Finally, there is training to consider. The best contact centers focus on comprehensive training programs that ensure every agent is armed with the information they need to make every interaction a positive and informative one. This is where the bulk of in-house contact centers fail and this is how the negative comments begin rolling in. Irreparable damage can be the result.
Making the Switch to Outsourced Services
Once you’ve determined you don’t have the resources to maintain an in-house inbound contact center, it’s time to shop for a quality provider. A nearshore provider is close to U.S.-based companies and even shares the same time zones in some cases. The services are more in line with what domestic contact centers offer, but with less cost involved.
At Protel BPO, we offer top-notch services to companies in many industries. We pride ourselves on the educational component, which churns out highly motivated and informed agents who are ready to interact with your customers. Based in Belize, we’re an English-speaking nation known for our friendliness. Not only are our agents highly trained, but they’re also eager to communicate with your customers and strengthen the relationship you have with them. Contact us and learn more about our approach to creating loyal customers.