It is a given fact that outsourcing can help you save money in the manpower sector. In fact, the actual cost that you can cut is around 70% to 90%. Which is why many eCommerce businesses prefer a retail call center outsourcing.
However, you can’t have a lot of customers anytime. There may be some time where you have a couple of orders a day. However, holiday seasons like Christmas and Thanksgiving give you a hundred calls per day.
So, some small businesses opt to hire seasonal employees that they can use for their peak seasons. With this in mind, what are the implications of hiring a seasonal employee in contrast with having regular agents? Let’s find out:
It might be hard to get the total regular agents you need if you have an erratic call volume. There’s a time when you feel like you’re not getting what you paid for since there are only a few calls to answer. So, hiring seasonal employees will guarantee an efficient funding for your call center agents.
You have a control on how many agents you need depending on the season. On top of that, hiring seasonal agents allows you to calculate which holidays you gain the most profit. You can prepare further to improve your products.
Having an additional workforce means providing an additional fund for their training. A typical call center spends $4,000 in hiring new agents. Once hired, they will need to spend another $4,800 for their training. That’s a lot considering they will not be with you for a long period of time. You’re investing a lot of money for agents that will work for you for just a month.
Call centers usually have an average time of proficiency of 4 – 6 months. That means your seasonal hired employees will not provide a great quality of customer service to your consumers. Considering they only have a month to train for it. So imagine spending thousands of dollars only to have a subpar quality during peak seasons.
Aside from training, you will need to spend a couple of thousands of dollars for their tools, software, and other peripherals for your operation. Then after the peak season, you have no use of those devices anymore until the next holiday. It’s a waste of money plus you need to spend additional money for their maintenance too.
We already established that hiring seasonal employees produced more cons than pro. So, how can you manage to control your call volume during holiday seasons?
Well, there are some BPO companies that offer shared service call centers. It means an agent can answer calls from multiple companies. What’s good about this is that you’ll have numerous call center agents without hiring a dedicated team come peak seasons.
On top of that, it is also more affordable than having your own in-house team. BPO companies can also provide them the devices and tools they need for the operation.
Some are still considering India as their destination for their retail IT outsourcing. Unfortunately, the only positive traits of Indian BPO right now are their unlimited manpower and affordable pricing.
Meanwhile, the Philippines is developing as a hotspot in outsourcing IT-related tasks. There is more than sufficient manpower available to assist the majority of the companies outsourcing.
At the same time, there’s an increase of IT graduates yearly as the demand arises. The Filipino call center agents are also excellent in customer service. Meaning they can interact better with your consumers compared to their counterparts.
Magellan Solutions is the best outsourcing company for small and medium businesses. We have more than 17 years of experience assisting SMEs worldwide.
Our pricing is very SME friendly. We have a flexible cost calculation that depends on the service that you need and number of agents.
We have several safety features too in order to protect your data. In fact, we have an ISO Certification that supports our claim as one of the most trusted BPO companies.
Contact us today and get a free-60 minute consultation. Please fill out the contact us form below.
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