Outsourcing your inbound contact center services can save your company money, but that’s only one reason outsourcing is popular. The money you spend on these services offers an amazing ROI because you’re enlisting expertise from the people who make it their full-time job to provide a positive customer experience, which is the most attractive part of outsourcing.
Customer loyalty is key in gaining return business. The cost of acquiring new customers far exceeds the costs associated with serving your current customers. Getting the return business from a loyal customer is the goal, and when you hire trained professionals to communicate with your customers, the outcome is a positive experience and heightened loyalty.
Scaling Up or Down
There are times when business picks up so much that higher call volume creates a need for more representatives. Often, onsite contact centers can’t keep up because they either can’t hire people fast enough or they don’t have the physical space for more agents. When you outsource your inbound contact center services, the staffing needs are covered in either direction.
You can learn more about your customers and their needs through reporting technology. With inbound contact center services, the reporting tools track who called, the subject of the call and how it was resolved. You not only build up a more defined vision of your customers, but you also have data from which you can improve your overall customer experience.
Onsite contact centers are notorious for their turnover, which is an expensive proposition. Not only do you have the burden of identifying a qualified candidate for the position, but you also have to spend the time and energy training them. When you outsource to a high-quality contact center, that time and expense are not your responsibility. Rather, the contact center will have a hiring practice in place that is able to pull in people suited for the job and all the training costs are on their shoulders, not yours.
Focus on What You Do Best
Outsourcing tasks unrelated to your expertise is a smart choice for every aspect of your business, but especially in contact center solutions, which are highly complex operations to manage. Rather than stretch yourself thin in areas where you lack the necessary skill sets, bring in a third-party professional.
Protel BPO is a nearshore contact center located in Belize — an English-speaking country where the accents are neutral. Our employees are highly educated, properly trained and eager to assist your customers. As a nearshore operation, we share time zones with the U.S. and leverage our low cost of living to assist our clients in getting premium services at a competitive price. Contact us and learn more about how we help our clients raise the bar on the customer experience.