Posted on Dec 31, 2012 05:00:08 AM
A lot of entities rely upon call center outsourcing as a means of meeting their customer service goals and providing a quality call center that they can rely upon. There are ample reasons to consider using call center outsourcing if you are trying to better operate and manage your business while cutting down on operating expenses. But does using call center outsourcing make sense for you?
Reducing Operating Costs
It’s a fact: business is becoming increasingly expensive to conduct. As operation costs rise, customers expect better prices (lest they go to your competitor). The popular solution to combating such inflation is found by using call center outsourcing to reduce your overhead expenses while not compromising quality of service in the process. Something that can be obtained by partnering with a reliable call center outsourcing service provider.
Increase Return on Investment (ROI)
By reducing your operating costs using call center outsourcing, you can also increase your return on investment. A well run call center will also serve to increase customer retention and to improve loyalty. This remunerates in a greater return on investment, coupled with a decreased bottom line.
Upping Your Sales
For sales based campaigns, it’s vital that you partner with an experienced call center outsourcing services provider. The reps are trained to best manage sales calls and to help increase conversions, up-sells and cross-sells. This key element assures you that sales will be steady and rising as time passes.
Expanding Your Call Center Staff
By comparison to a domestic based call center, with call center outsourcing, you can afford to expand your staff at a much more realistic cost. Since you can drastically reduce related expenditures with call center outsourcing, you can afford to hire more reps should the need arise. This allows you to meet your expansion goals without exceeding your projected operating budget.
Maintaining Quality Assurance
The best call center outsourcing services have some of the strictest quality assurance methods in place. Since they are constantly tasked with proving why they are the better option over domestic providers, they also ensure that their quality assurance protocols exceed those of domestic providers. This is another popular reason to consider call center outsourcing: you will generally enjoy higher quality for less money spent. In the competitive business world of today, reducing costs and increasing profits while ensuring quality is preserved or increased represents the key tenants of successfully running your enterprise, and in sustaining profitability within an unpredictable business atmosphere.
Posted on Nov 10, 2012 10:18:30 AM
More often these days, companies are using customer service outsourcing to reduce overhead and operational costs. But is this solution one that’s worth considering? A few factors come into play that can assist you in making your decision. First off, cost versus quality, reliability, return on investment and the ability to afford to double your work force of reps for about the same amount of money as is being spent currently on your domestic customer service solution.
Domestic vs. Outsource Costs
Domestic customer service solutions are expensive; plain and simple. You are paying domestic rates… and that’s why. But with customer service outsourcing, the regions that serve as outsourcing hubs have far lesser costs of living than in the US. This means you can well compensate staff members, but for much fewer dollars when compared to domestic costs.
Hire More Reps
So if you are able to exponentially reduce your operational costs, this also opens up the door to company expansion. With less associated overhead costs, you can more easily reinvest those key business dollars back into the company. And when the time comes, you can easily double your customer service workforce at a reasonable cost by relying upon a customer service outsourcing solution.
Cut Overhead in Half
Overhead costs can make or break any business. Overhead is your benchmark—and it’s also one that’s got to be beat time and time again for the profits to keep rolling on in. For new product launches and existing product customer service maintenance, the best method of reducing costs is one where you don’t compromise quality in order to do so. With customer service outsourcing, it’s a viable, cost effective, integrated and proven solution that can empower positive change and a continuing influx of profits for entities that wisely seek it out.
Increase Retention, Loyalty and Profits
Customer service outsourcing will help you increase customer retention and loyalty, and ultimately your profits, when you partner with an experienced outsourcing services provider. The best customer service outsourcing services have proven track records of success in their fields, and can easily demonstrate case studies that show their past successes and accolades for previous and current clients. With stringent quality assurance programs in place, experienced human resources and dedicated project managers, only the best reps are representing your businesses at premier customer service outsourcing services providers; hence why they are able to provide such scalable, cost effective solutions.
Posted on Nov 7, 2012 01:04:11 PM
It’s a rather tough and unforgiving business world during the present day. Competition is very fierce and the climacteric nature of business has many ups and downs. If you don’t play your cards right from the get-go—you could soon see yourself passed up in the race to success and the whirlwind of profits and potential that it foments. There are some simple solutions that businesses which host domestic call centers can make that can reduce overhead budgets drastically while helping to increase profit generation strategies. The most common approach to this prospect initially now involves considering call center outsourcing.
Reduce Overhead Costs
The primary goal of using call center outsourcing is to cut down on your overhead expenses while increasing your return on investment. But one should be wary of just using any call center outsourcing partner that they discover. Quality is the key to look for here as well as experience. Move forwards wisely, and you could get a fantastic call center outsourcing partner.
Increase Return on Investment
When you wisely pair up with a call center outsourcing service, you can substantially reduce your overhead monthly expenditures for call center services. This equates to an easily realized increase on your return on investment. More money in your accounts at the end of every month is a very good sign for your business.
Focus on More Important Objectives
You have a business to run, not a call center to fret over. With a reliable call center outsourcing partner, you can do just that. Assigned project managers handle any associated stresses and functions, and keep you updated. This allows you to place your sole focus on your business, and not your call center.
Afford to Hire More Reps
If your want to expand your call center operations, a call center outsourcing partner is critical. You can take the same funds you are spending by overpaying for a domestic or in-house call center, and us those funds to expand your campaign with more reps with your call center outsourcing. This helps you handle increased volumes to enhance and spur more sales while maintaining quality of service.
Improve Customer Service
Some of the largest companies in the US rely upon a call center outsourcing partner to meet their customer service needs. That’s because such companies are experts in providing their product or service, and not call center services. For entities wishing to increase customer service, they can easily do so by hiring seasoned customer service experts with call center outsourcing.
Posted on Jul 23, 2012 08:46:38 AM
Of course, before you even dive into this opportunity, it is best to assess the key points on how this step can help you out. How exactly can your ROI increase by outsource customer service? What techniques are done to retain customers? Is it worth your money?
Tackling the Main Issue
The most common reason why customers switch to competitors or refuse to purchase offers is because their trust and confidence is not gained. The best way to deal with this problem is to open communication lines to bridge the gap between them and your business. Getting a pool of well-trained employees will allow you to establish long-lasting relationship with your customers.
Your Money Well-Spent
Outsource customer service is a much cheaper option compared to maintaining in-house agents. While your company spends less amount of money, you can still enjoy all the benefits like taking inbound and outbound calls, providing technical support or giving customer assistance. Just think, with every sale that you can close through the call center, you only put out minimal investment. Hence, your profit would be higher.
Building Loyalty of Customers
Agents are guided by strict KPI’s (Key Performance Indicators) at all times. This also allows their supervisors and you to closely monitor their performance. KPI also involves closely watching retention rate. Hence, they proactively convince potential customers to push through with sales and even encourage those who initially refused to grab the deals right away. Making the customers feel that they are valued and that your business is dedicated in satisfying their demands will significantly escalate retention. These are roles that are easily accomplished by customer service outsourcing.
Trained Agents to Communicate With Customers
Not all customers are always friendly when they call. Some are irate, confused, disappointed and even furious. Outsource customer service companies make their agents go through skills training which develops their patience and sincerity when dealing with such customers. Hence, they remain calm and helpful amidst such trying situations. Because of that, it is easier to pacify customers by giving them exact solutions or providing them with answers that they are looking for.
Posted on Jul 4, 2012 01:04:31 PM
There’s a pretty good chance that your phone call (as a customer phoning in to a company that you do business with) has been routed to call centers outsourcing services before; there’s also a heavy chance that you never even realized it was. Chances are also in favor of the fact that when you did place this call (that was routed to a call centers outsourcing services provider) that your wait time was nominal, your service experience was satisfactory, and your needs were attended to promptly and to your contentment. This is most people who use products or services and call in to a company. The basis of this point is that, if this is the case, why not consider using a similar call center outsourcing service for your company’s point of contact and call center?
Posted on May 25, 2012 09:33:51 AM
Could call centers outsourcing be the answer that you have been looking for? Are you aware of the caveat of benefits that the leading services providers have to offer? If you are unsure, or would like to learn more, make sure to read this article to get all of the 411 that you require regarding call centers outsourcing.
Reduce Overhead Operation Costs
The primary reason to consider call centers outsourcing is found with cutting down your expenses. Not with reducing quality by cutting down expenses (which is often a relative factor), but by simply lowering your overhead costs while retaining a very high quality of service. With the best call centers outsourcing, you can vastly cut down on expenses and increase or maintain quality simultaneously.
Increase Customer Loyalty and Retention
Passion and integrity drives the staff at the best call centers outsourcing services. Not commissions off sales. This means that the quality is simply unsurpassed. When the staff is excited to come to work each day and thankful for the job they have, that passion transcends over to an unsurpassed customer experience, and makes your business shine like a star.
More Effectively Manage Your Business
The primarily goal of your call centers outsourcing service is to reduce the workload and cost of it on your part, enabling you to better focus on the things that matter most with regard to managing your business while not having to fret over stuff like a call center. While the call center is a very important aspect, with the right service provider in place, you can rest assured that all is being well run and managed, and this enables you to better run your business more effectively as a result.
Stay in the Loop at All Times
If you are careful and take your time in the call centers outsourcing service that you elect to use for your business operations, you won’t have to worry about not being in the informational pipeline. That’s because the leading services assign a personal project manager to your account that is most often domestically based. This ensures that you are kept up to date with reports and updates at all times.
Fewer Operational Headaches
You already have enough on your plate running your business, so ask yourself this: Do you really need any more unnecessary headaches? Easily, the answer most people will arrive at – save for very few people who insist upon doing everything themselves – is: YES. The less tedious processes that you have to manage, the more effectively that you can actually manage and run your business. With call centers outsourcing, you can place your call centers needs – be they customer support, order taking, outbound sales, inbound calls, etc. – into the hands of seasoned pros who charge fair rates; rates that are often far less what the domestic cost would be, but services that are of the same, or generally higher, quality.
Posted on Oct 3, 2011 08:48:11 AM
It’s a very hectic business environment in which we live. It’s not a stop go atmosphere, by any means. Rather, it’s a juiced up and supercharged, ultra competitive behemoth that is rather unforgiving. One has to be clearly poised and relentless in their pursuit of business success to succeed in these often changing modern times, where costs seemingly continue to go up and profits are impacted as a result.
But there is one element of cost that you can control: your call center. You can achieve this by wisely using a call centers outsourcing service that is based overseas. Find out why more companies are using call centers outsourcing services in this article, and how they can benefit you.
Are You Overpaying for a Call Center?
The first question you need to ask yourself is: am I overpaying for my call center? If you are still using a domestic based service, then chances are greatly in favor of that answer being: yes you are.
Considering that you can get the same quality or better from call centers outsourcing services providers, and that you can greatly reduce your overhead cost – which means that you will be making more money – it seems silly to use a domestic and costly service when you can get the same thing for less with a call centers outsourcing services provider.
Who Needs Call Centers Outsourcing?
This question can be rather easily answered: any business that experiences a high frequency of inbound calls and needs to facilitate on going customer service at the highest levels will benefit from and needs a call centers outsourcing services provider.
As opposed to managing a call center in house, or paying costly domestic rates, it makes more sense to do away with the headache. By utilizing a premier call centers outsourcing service, that’s exactly what you can do.
Top Benefits of Call Centers Outsourcing
Of course, there are some more realizable benefits from using a call centers outsourcing services provider than just saving some money. Consider that the top notion of a call centers outsourcing service, but there are so many other benefits that you get to enjoy as well.
Most companies can cut the cost of offering this service in half by using a call centers outsourcing service. Additionally, imagine not having to worry about your call center services any longer, and knowing that they are being managed by industry experts? What about your bottom line?
With effective and well run call centers outsourcing services, your profits actually will spike in the long run, which means increased return on investment. Lastly, knowing that you are offering your customers the highest level of service will work to increase loyalty and retention, and spread the word about your good name.
Posted on Aug 6, 2011 06:26:14 AM
Overheads: it’s that one part of doing business that so crucial that it’s in every line of sight for a business owner of manager. You can’t get away from overheads; it’s always going to be there.
But what you can do is try to reduce overhead without defraying from actual quality; something that is becoming increasingly difficult to do during the present day, where things cost more and you make fewer profits from your business efforts as a result.
However, there are still some effective and intelligent ways that you can more expeditiously meet your bottom line without compromising on quality or service. The easy answer for most businesses is call centers outsourcing services.
Fewer Headaches with Call Centers Outsourcing
The one thing that you don’t want to have to deal with is headaches and problems – something that dissuaded business owners from using call center outsourcing services in the past. But that’s all changed for the better.
Newer call centers outsourcing feature well educated and very well trained reps that know exactly what they are doing; in essence they are experts in their fields, and will work to benefit your profit margins.
This means that you can place the handling of call center outsourcing in their caring hands, and focus upon running and managing your enterprises.
Stay Up-to-Date with Daily Reports
The elite call center outsourcing service providers will always have domestically based project managers. This is integral to your success. Why? Because you will be able to talk to someone who is on domestic time, and be able to relate and digest different reports that they submit to you; which are submitted to you daily, by the way. How is that for efficiency?
No More Pricey Monthly Bills
When you are trying to reduce your overall monthly or annual overhead, one easy way to do it is by using call centers outsourcing services. Since you are outsourcing to a different country that has a lower cost of living, you easily can save money.
The best call centers outsourcing providers will offer low rates, a high quality of service and commitment, and they will even provide you with the option of flexible billing plans to meet your budget every month.
Improve Your Return on Investment
Talk about lowering your cost of doing business and retaining customers, suddenly your bottom line is reduced, which means that your profits skyrocket in a relatively short amount of time. Not only that, but customer retention and loyalty is improved, too, and that means more money in the long haul for you.
With call center outsourcing services, you really can’t go wrong during the present day. It just makes sound sense for any business seeking to expand and improve its profit margins.
Posted on Jun 18, 2011 01:50:48 AM
Do you know if call centers outsourcing can benefit your business? Here’s a quick wake up call: Imagine how much money you spend in just one year on just one representative domestically? It’s not cheap because you have to pay for benefits, insurance, paid days off, personal days, and the cost of the building, office, utilities, etc.
As you can see, when you add all of this up, you are still left with the headache of managing a call center, and then dealing with employee turnover, quality assurance and about a million other things that can detract you from staying focused upon the expansion and successful operations of your business. Do you really need to be dealing with this big of a headache when call centers outsourcing services can save you time, money and frustration?
Why More Businesses are Using Call Centers Outsourcing Services?
Think about this for a moment: when big businesses run big campaigns, they often need to place their skills on the management of those campaigns. Running a call center for, say, order takers, sales reps, and even customer support or assistance can be a doggedly tiring affair; not to mention a costly one at that.
From the big box picture, let’s say a company has already focused their time on the creation, branding, marketing and production of a particular product and or service, only to realize that they now have to spend oodles of their time focusing on something that they really don’t specialize in: call centers.
This can make or break the product or service if not appropriately handled. In enters the savior: call centers outsourcing that offer affordable services, expertly trained reps and rates that make the product work selling and marketing because they leave a wide enough gap for a healthy profit to be realized.
Five Things to Demand From Your Call Centers Outsourcing Provider
If you are considering using call centers outsourcing to better meet your bottom line and evade the headache of managing an aggressive customer relations campaign, congratulations on your wise decision. But before you enter in to contract with just any call centers outsourcing services provider, know what to demand and expect from the very best to make the most out of your money.
Posted on Jun 13, 2011 10:29:57 AM
An interesting facet about the BPO industry and call center outsourcing is that it is easy to see the services that you are using lag and become out of date, if you are not doing business with the right company.
You have to ask yourself if your call center services are truly the best that they can be. Call centers that were considered state-of-the-art a decade ago could obviously be out of date now.
The client’s expectations regarding communication tend to expand just like call center’s technology does. The client expects the call center to be available 24/7 for customer contact as well as company contact.
This happens to be one of the many benefits doing business with InSO and contact is expected to be by phone, fax, and e-mail whenever necessary. Regardless of how the communication is conducted, clients expect courteous, efficient, and quick responses.
Keeping up the service levels is always a challenge, but the technology to provide the proper support levels is readily available. The competition for clients globally is fierce so the quality and scope of the service is critical.
InSO stays in step with the technology of the industry and keeps abreast of industry trends so you can be assured that your call center facility is well managed and customers receive service that is second to none.
Here are some of the services that your call center needs to provide you with — the kind of services that InSO can deliver. Where the inbound functions of your call center are concerned our agents are fully capable of:
Regarding outbound operations, InSO agents are proficient at a number of tasks, especially market research, polling and sales calls. These can be conducted on an ongoing basis if need be. Our Supervisors not only monitor the agents, but they keep track of every call and its outcome.
This requires having on-site supervisory stations as well as up-to-date means of reporting and tracking. InSO has the most sophisticated tracking methods in the industry and will submit reports on a daily basis, if required.
These are the more common or traditional services, but the more advanced services that a call center should be able to provide you with are responding to e-mails, faxes, and letters to begin with.
Secondly, there is a requirement of Computer Telephony Integration (CTI) and voice recognition programs that respond to inbound calls, if the call center is closed. That is really the point — a call center should never be closed and InSO provides clients with the round the clock service..
Providing these services puts tremendous pressure on a call center to perform. Without the properly trained personnel to perform the necessary duties of both inbound and outbound call services, your business is in serious trouble.
For this reason, the small to medium sized company may not be able to handle the business’ demands. InSO structures their call center operations with the properly trained and skilled personnel so that your clients receive an excellent service each time.
InSO’s personnel must fulfill various educational, experience, and skill proficiency requirements, as well as pass a quality assurance inspection before they are ever assigned a campaign. Additionally, no InSO agent is ever assigned to more than three campaigns at a time, ensuring you that your customers will always receive the customer support that they deserve — courteously, promptly, and always professionally.
The bottom line is that a call center must be able to react quickly to the customer’s needs and meet the increasing service demands of the operation.
Bear in mind that today, a business has no choice but to give that client what they are looking for. InSO is a fully equipped call center that can do all these things cost-effectively and with all the updates necessary whenever needed.
International Services Outsourcing (InSO) is a leader in the BPO industry and can help your business achieve its goals, namely increased productivity and profitability.
Contact us today so that you can see how InSO delivers on-shore quality at offshore affordability. Please visit our website at www.inso.us/article and let us show you why we are your “One-Stop-Shop” outsourcing center.