Outsourcing call center services automates customer support activities. The ultimate goal is to allow third-party experts to handle inbound and outbound calls while freeing up company resources for profit-making projects. While the upfront costs may be considerable, the long term benefits can more than recover the initial investment.
Done right, the call center acts as an extension of the business--only better. The organization conserves a collection of vital resources in the process. Small and mid-sized businesses are certainly on board. Frost andamp; Sullivans EMEA Contact Outsourcing Markets survey places call center revenues at $15.2 billion in 2008. The same survey projects the market will reach $19.9 billion by 2014.
Five Ways Outsourcing a Call Center Saves Businesses Money:
- Labor Hours. Each employee a company hires to work the phones is one less employee that could be assigned to market research and development, two primary profit-making initiatives that are often underrepresented.
- Server Space. An in-house call center often requires a dedicated server and expensive software to operate. Outsourcing these operations offers web-based interactions with a third party that hosts most of the software on their site. This can translate into thousands of dollars saved annually in hardware and maintenance fees--monetary resources better spent elsewhere.
- Training Time. A Harris Interactive survey of 2,048 adults indicated that 96 percent of Americans have had a bad customer service experience. 80 percent of them stopped doing business with that company. Third-party call center services have highly-trained employees, saving their clients time, money, and often face.
- Compliance Issues. The Federal government and industry watchdogs have turned up the heat on telemarketing. Third-party call center services make it their business to stay up-to-the-minute on the rules and regulations. Severe penalties exist for companies that arent--and ignorance is no defense.
- Quality Assurance. Again, if outsourcing call center services is executed correctly, the representative operates with the hiring companys strategic goals in mind. TMCnet Senior Web Editor Patrick Barnard explains that the thrid-party call centers literally serve as "consultants" to businesses, enhancing the relationship through free communication and insightful advice on maximizing project success.
Outsourcing call center services can streamline business processes in these key areas and beyond. From lean-and-hungry start-ups to mid-sized businesses at the precipice of expansion, the outsourced call center can help with the reallocation of scarce resources to catalyze growth and drive profit.
Technology Marketing Corporation