There is no clear-cut rule as to when a company should ideally explore a call center strategy but there are no doubts that it has a lot of benefits in terms of money and time-saving. If you are more economically inclined than politically, then go right ahead and read this!
See why you really need to have a call center strategy and what benefits you get when you outsource your customer engagement!
1) Saves a lot of trouble and time – well if you can call ‘calls’ that! Call center deals with all types of client calls from those that give orders ( I want to buy that . . . ), to technical queries and support, customer servicing calls and client message, bouquets, and brickbats all!!
If you receive only a few calls a day, it is fine; but if you get an enormous volume of incoming calls then it will be very annoying for your regular worker to attend to these and will waste a lot of their “productive time”
2) Save Money – Well, if there wasn’t a profitable side to outsourcing no one would have thought about it in the first place. It saves a considerable amount of money spent on telephone and computer equipment; on separate phone systems, phone software, and extra employees. Opting to contract work to a call center firm will actually bring in profits and lower the cost of customer handling when compared to doing so on their own.
3) Erratic volumes– At times of new product launches or any promotional campaigns the amount of inbound calls goes up drastically but as the promotion is over, it again reduces.
In this scenario, if you have increased your call handling capacity, you will now face wastage of resources and if you remain the same, you will end up with unused resources at hand.
Customer service offshoring is very helpful when there is a great seasonality in the call volumes and the company doesn’t want to waste its resources in call handling.
4) Testing the waters – When you have started out on something new and are interested in testing innovative programs or technologies and customer response to it external call centers are a cheaper and easier option of doing so.
During new product launches when your in-house personnel needs to be completely educated about the product; specialist call centers are the better option for in-house call handling!
Especially smaller businesses that are just starting out and lack customer response handling expertise greatly benefit from call center strategy as it saves them a considerable amount of money.
5) Employee management – With employees working in shifts and the requirement for round-the-clock facility management, more and more companies are going in for call center service to save on this hassle. Apart from the cost and expenses, such a 24/7 working environment is also difficult to manage and can become quite a tedious job.
Sometimes you need to provide multilingual customer support to clients, especially if you have a business spanning continents or countries and therefore a call center partner firm is your best alternative!