Outsourcing is known to cut costs and expand profit margins, but some businesses are still hesitant to make the leap. Misconceptions about service quality, pricing, and managerial control abound.
If you still have reservations about outsourced inbound call services, here’s why they aren’t as bad as you think.
Outsourcing brings down costs. Really.
Some companies don’t believe the “reduced costs” hype, thinking that outsourcing doesn’t really bring down costs. They fear that ending up with an incompetent contact center will actually cost them more money in the long run.
But outsourcing really does translate to drastic cost savings – when done right. This means collaborating with a contact center that has a proven track record. This also means doing a thorough risk-benefit analysis of your own before you proceed. Knowing when to scale up or down also helps.
You can use cost savings to reinvest in your company.
Outsourcing isn’t an end in and of itself. While it does lead to cost savings, you’ve got to be smart about what you’re doing with those cost savings. You could possibly reap more benefits off of outsourcing if you reinvest that amount into the company, therefore creating new efficiencies and areas for business growth.
Service quality doesn’t suffer.
Businesses shy away from outsourcing thinking that the service quality is sub par. They worry about agents who speak bad English with discernible accents or web content writers who turn in articles with grammatical errors. These offshore employees tend to be the exception rather than the rule. In fact, outsourcing can give you access to top talent that you might not be able to find within your network of professionals.
Moreover, working with experienced providers will help you make sure that you’re getting quality service. Get a referral from a trusted source to find out which service providers excel in their field.
You don’t have to give up managerial control if you don’t want to.
Businesses also worry about relinquishing control of their multichannel contact center. This doesn’t have to be the case. They can make it clear to the service provider from the get-go that they want to be involved with operations.
Outsourcing helps create more capacity.
Outsourcing your inbound call service helps create more capacity as your company expands. When done right, it will allow your business to scale without getting bogged down with reinventing procedures and getting in-house employees to take one more work.
It lets you focus on your core capabilities.
Outsourcing lets your business do what it does best. You can leave your inbound customer support to a reliable multichannel contact center so that all of your in-house employees can focus on the company’s core competencies. This lets you grow the company faster and translates to greater overall efficiency.
With all the negative feedback about incompetent call centers and common call center misconceptions around, it’s easy to just shy away from outsourcing to these BPO firms. Many have not realized that a lot of successful companies today have outsourced their way to growth. Why don’t you give outsourcing a try? Because these call services aren’t as bad as you think.
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