call center outsourcing, explained

DECEMBER 27, 2021

Are you considering outsourcing call center operations for your business? Making the decision to use a call center outsourcing company is a big step for a business, but often a rewarding one. Let’s take a closer look at some key considerations.

An Overview to Call Center Outsourcing

Small business call center outsourcing means allowing a separate, specialist company to run your contact center. They will do it representing themselves as agents of your company, and you will work with your BPO company (call center you have chosen as your partner) to ensure it remains faithful to your brand. This allows you to concentrate on your core business, and reduces your direct staffing needs, while keeping service delivery high.

When to Consider Call Center Outsourcing

When do companies turn to inbound call center outsourcing? When your core staff has to take time from their actual business focus to answer phones and troubleshoot customers, it diverts their attention from what’s needed. Yet, when you’re a small business, onboarding an entirely new staff member just for call center can be a pricey and lengthy commitment. When you find that you are beginning to need someone to focus purely on customer service delivery, it’s time to consider if outsourcing is right for you.

Pros & Cons to Call Center Outsourcing

Call center process outsourcing can be immensely useful to businesses. Of course, nothing in this world is all-pro, however. There’s also some downsides. Let’s take a look at both to help you decide if a call center outsourcing business partner can help you.

3 Pros to Call Center Outsourcing

Companies that outsource call centers invariably find it a good experience, provided they work with top call center outsourcing companies and not just any promise-makers. What do they like about the experience?

Pro #1 - Cost efficiency

As we mentioned, taking on new staff, not to mention building the infrastructure for phone lines and call centers, can be a cost too far for smaller businesses. Working on a fixed cost with a call center outsourcing vendors, on the other hand, can be very cost-efficient with no initial outlay, either.

Pro #2 - Flexibility

Outsource your call center to a quality company, and you can expand or shrink your services as you need. Growing your company is simple- you can add more agent’s services to the plan, and stop them as easily. Have a busy period? Increase staff for that time only.

Pro #3 - 24/7 Service

Using call center outsourcing consultants means you can offer services at any time of the day or night, at far less cost than using a staff member on night shift or overtime. This allows you to offer customers the best service, with less hassle.

3 Cons to Call Center Outsourcing

Of course, everything is not positive. What negatives of call center outsourcing are there?

Con #1 - Communication channels lengthen

To talk to a staff member, you shout out the office door. To talk to your business process outsourcing call center, you may have to email, wait on responses, and go back and forth until the matter is resolved. You can reduce this snag by using a nearshore call center to cut down on communication delays.

Con #2 - Loss of control

While you will work with your BPO and call center partner to emulate the in-house experience as much as possible, the agents are not your employees. This means you don’t control who is hired or internal business processes. Of course, you can complain and have the matter resolved, but it is a different experience. Working with quality call center outsourcing providers will help reduce this issue.

Con #3 - Non-local jobs

Of course, offshore call center outsourcing means you’re not providing jobs in the local community. This can make locals view your business less favorably, as you have less investment in your community and may be an ethical issue for you, too.

How to Choose a Call Center Outsourcing Company

A call center outsourcing vendor list is a good place to start. However, you don’t have to take the first provider you find. Take the time to consult reviews and speak to them. Get a feeling for how they operate, and if their business and communication styles match with you. Offshore call center pricing can vary wildly, but so can the service you receive, so make sure you balance both.

Introduction to Collective Solution

Collective Solution is proud to offer you a host of simple, hassle-free back office outsourcing solutions. Let us leverage the power of our brand to help you build yours. From call center outsourcing to back office tasks, we have you covered so you can concentrate on what really matters- your business.