Whether a company is big or small, it has certain obligations to its customers. Providing support to its customers at the right time is one such responsibility that needs to be taken very seriously, so as to maintain good relationships with them. However, it is seen that some companies skimp on the costing when it comes to non-core processes like customer service. They do not give it the necessary time and focus, which is why; sooner or later they pay dearly. A great way to avoid this situation is by employing a popular solution called call center outsourcing.
Types of Call Center Outsourcing
Call center outsourcing can be done for different processes like customer care, healthcare, technical support, order processing etc. However, broadly call center operations are divided into three different categories as mentioned below:
Although there are many specialists in the market that are experts in specific outsourcing ventures, you may also find many call center outsourcing companies that handle all the three aforementioned service categories.
Outbound Call Center Outsourcing: A Tricky Business Venture
Out of the three types of outsourcing ventures mentioned above, outbound call center outsourcing ventures are probably the trickiest. To understand outbound outsourcing, let’s first understand some of the popular services that fall under its scope:
- Telemarketing
- Lead generation
- Appointment making
- Collection
- Market research
All 5 tasks mentioned above require a call center services agent to make an outbound call to potential client or concerned individual. Unlike inbound call center services, in which, a caller is ready to talk to you; people picking up the phone may not be as forthcoming when it comes to talking to an outbound call center agent. Hence, an outbound call center outsourcing agent should have exceptional conversational skills. Whether he is marketing a product or looking to generate leads, he should be polite and persuasive at the same time. For agents doing collection tasks, assertiveness and positive demeanor are essential.
The skills mentioned for the above mentioned profiles are not found easily. Therefore, most companies running in-house outbound call center operations struggle to get the desired results. This is why; it makes good business sense to invest in a good outbound call center outsourcing company.
Advantages of Outbound Call Center Outsourcing
The biggest advantage of outsourcing outbound call center is that you get instant access to a workforce that specializes in services like telemarketing and market research. When your business is handled by accomplished agents, half the battle of winning customers’ trust is almost won. Moreover, apart from the desired workforce, you also get access to call center software, IVR solutions, CRM (Customer Relationship Management) tool along with basic infrastructure like VoIP phones and headsets.
Also, if you manage to employ the services of an outbound call center outsourcing company that is based in a country with currency value lower than in your country, you immediately profit from the currency exchange rate. The money saved from your outsourcing venture can then be used for enhancing the quality of your core product and services.
