- Posted by admin
- On September 19, 2016
- 1 Comments
- call center outsourcing
The amazing development of Information Technology in the past three decades has transformed the way business is run today. Gone are the days when entrepreneurs were struggling to manage the top and bottom lines under control. Every process was in-house, and it was a daunting task to recruit and retain good talent.
With the explosion of the technology, Business Process Outsourcing or BPO is a buzzword in the modern times. There is no need of keeping mundane, non-core activities in-house. You have expert companies who can do it eagerly and enthusiastically. They are the experts who accept the work on a turnkey basis with the coverage of Service Level Agreement (SLA) and Turnaround Time (TAT).
What is call center outsourcing?
Being the new-age entrepreneur, you have to be responsive and answerable to the queries and doubts raised by the customers. Gone are the days when service industries, banks, finance institutions used to manage in-house setup for the same. Now, an call center outsourcing is the trend.
When you outsource call center activities, there is a big relief from maintaining a huge infrastructure and investing money in a recurring manner. You don’t have to be worried about the fast-changing technology. The partner company takes care of everything.
It offers a plethora of services
Outsourced setup brings an enhanced service offering. They bring a bouquet of voice-based and data-based services for both inbound and outbound traffic. A modern call center is not just a place to receive calls and satisfy customers by giving an appropriate solution but a place where customers get support for sales queries, market research, back office and customer services, self-help portal, SMS-based services and much more. You can run marketing or survey campaigns as well. Thus, technology turns a cost-center into a service providing the unit with multiple facets.
- Center outsourcing these days brings several services of telephonic marketing, voice calls, video calls, etc. Convergence of technologies makes it possible. When you outsource the task to an expert team, they have the knowhow to make it possible. They can design services based on your requirement specifications.
- Self-help services reduce the inflow of calls by enabling the customers to do most of the things their own. Since customers are also quite techno-savvy today, they find it quite comfortable. It reduces the dependency on getting connected to the call center executive. They want quick and simple solutions for their queries, and self-help portals offer the same.
- Live chat facility is offered by the outsourcing of call center activity. Customers can connect to the virtual executive that is nothing but a knowledge base of probable problems and solutions. It is possible to resolve queries and doubts without the hassles of waiting in the IVR queue.
- The virtual call center is a revolutionary concept that takes the best advantage of IT concepts. These are call centers at separate locations that can be seamlessly connected when customers call. They work in the resource-sharing concept. Therefore, it is possible to serve a large number of customers using limited resources.
With these eminent benefits, call center outsourcing brings a big change.