The technological age has connected the world in ways that we could never have anticipated. We’re becoming increasingly connected to people around the world, whether we like it or not. This means that we’ll inevitably have to do business with one another in some capacity. It doesn’t even have to be in person either. A simple email or phone call can connect us to people on the other side of the globe in mere seconds. The saturation of the English language makes it even easier to connect with people worldwide. Chances are, there’s someone who speaks English on every continent you want to do business with.
Businesses are increasingly relying on offshore labor for both services and production. There are several reasons why companies do this. The biggest reason is to cut costs and hopefully provide more services for less. It also eliminates the need for training in-house workers, which can get incredibly costly. Outsourcing labor can also increase the quality of the services you provide if done properly. Call centers are just one of the many areas where companies can cut costs and improve their services to the public.
Here are few reasons why you should hire outsourced call center service
Running a business is incredibly costly due to all the points of operation. Just employee salaries alone can make or break a business that’s just starting out. Companies are constantly looking for ways to cut costs while keeping their products and services as high quality as they can. There are multiple ways that companies can accomplish this.
Outsourcing jobs offshore can save an incredible amount of money without completely butchering the services provided. Outsourcing call center labor may even make the difference between having a call center or not. The amount of money and manpower that it takes to run a call center is staggering and only increasing as wages continue to go up. Not having to train workers directly is a huge advantage for almost any company. It takes an insane amount of resources to train a whole call center or even multiple call centers, and then provide high-quality service at a consistent rate. That’s where outsourcing whole call centers comes in.
Companies with call centers outsource the work offshore due to a number of reasons, besides money related ones, although money is a significant reason.
24/7 Customer Support
It’s difficult to provide 24/7 customer support when all of your workers live in the same time zone or just several hours apart. Having call centers outsourced offshore is the most obvious way to overcome that problem and save money too. Having responders across the world in different time zones gives customers the choice to call in anytime, no matter the situation. It also opens up the possibility of international calls, no matter where they’re placed. You can get your workers to answer calls from all over the world without having to narrow down the hours of availability. If you’re a huge company, it’s great to be able to receive calls from France, England, or even Japan. Of course, you may need to hire talent who know additional languages if you want to reach a wider audience. This is also a benefit of outsourcing call centers. You can hire people who specifically know more than one language so that they can deal with a wide variety of customers. It also decreases costs, as outsourced labor tends to be cheaper, depending on where you hire.
There’s usually the issue of quality and cultural barriers that comes with hiring offshore. Make sure you’re hiring outsourced labor that understands your audience and knows how to communicate properly. Hiring people who barely speak English or have multiple jobs can ruin the quality of your services due to the barriers that are there. Having a dedicated team of proficient workers is the best way to go. There are some call center operators that are very poor quality, so do your research so you’re not tied down to bad services. You don’t want to develop a reputation for having bad customer service. That can ruin your business as a whole if you’re not careful.
Number of Calls
The amount of calls that are received at call centers is staggering. You may not have enough staff to answer the number of incoming calls. It really depends on how big your company is, the complexity of your products or services, and how big a focus you have on customer service. It’s a good idea to outsource the overflow of calls, but leave the majority of the calls under the direct charge of your company. There’s no rule that says that you can’t outsource only a portion of your work. You don’t have to outsource ever single job in any particular areas. A mix of offshore and onshore talent may even be the best option available. It really depends on what your goals for the company are. You may not receive many calls, so outsourcing doesn’t make sense for your company.
Where to Outsource
Make sure you pick a location or locations where the workers are fluent in English and understand the culture of your company. The worst thing you could do is connect a customer with someone who they can’t understand or who doesn’t understand them. This doesn’t mean that there are particular countries that are immediately ruled out, but you should be careful either way. It’s best to get a balanced mix of quality and cost when outsourcing offshore. You don’t necessarily want the cheapest option that is presented to you. Talk to some of the workers and get a feel for how they operate.
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Outsourcing jobs offshore is seen by some as a negative practice, whether it’s for personal or political reasons. This doesn’t mean that you shouldn’t give it a chance. Just make sure to properly research the different firms that are available around the world. You will end up earning a large amount of money and it’ll save you a lot of headaches that come with figuring out how to run and manage a call center. Beware of low-quality labor and make sure you’re not scraping the bottom of the barrel when it comes to talent. Do that and you’ll be in a great spot.