Understanding Call Center Outsourcing and the Benefits Your Company Can Enjoy

Updated: March 07, 2011

Sales and marketing is among the important functions of every business that will eventually determine their success in the industry. Most companies are willing to go the extra mile so they can effectively entice new customers and keep their customer base growing. Internet based marketing and social networking have become the new methods for companies to reach their target market. Telemarketing services on the other hand as well as customer service remain to be the major channels to effectively manage brand awareness among the market niche of the company. These core competencies are usually handled via call center outsourcing companies.

A majority of call center outsourcing companies have the facility to provide both inbound and outbound customer support services and telemarketing solutions depending on what your company needs. With the ever growing competition in the market, companies must be able to adapt to the varying needs of the market and, regardless of whether you are involved in a local or international business; you need to have a well defined and highly competitive customer support service so that you can stay ahead of the game. This is one of the reasons why outsourcing customer support services from offshore call centers have become more and more popular and the effort of companies to streamline their operating costs while improving their services. When it comes to productivity, outsourcing telemarketing services can significantly help companies by providing them with round the clock customer service, at half the price it would cost you when you run this service in-house or in-shore.

Call center service providers for outbound calls will usually handle the time consuming activities such as hiring CSRs (customer service representatives) and/or telemarketers. And since this task has been removed from your responsibilities, your company will be able to focus on developing your core competencies. Outbound call center outsourcing will take the time and utilize their resources to make sure that the hiring process will take place, even without the need for you to facilitate it. Customer service representatives and telemarketers usually undergo rigorous training before they can become part of the team. This process allows your company to have highly qualified CSRs that are well trained to make sure they will be providing the type of service your business requires. When this is done on shore, the entire cost of the hiring and training process can be very expensive, which will be counterproductive on the part of your company. But, as long as you utilize the services of call center outsourcing companies, you will be able to streamline your expenses, while ensuring that you get the highest quality of personnel with the proper training to handle your business requirements.

Featured Research
  • Can Gamification Improve Contact Center Performance

    We have all heard the phrase "all work and no play". Well, would you believe us if we were to tell you that by implementing gamification you can INCREASE contact center engagement, morale, and overall performance? Spoiler alert: 89% of contact center employees believe that a point system within their contact center would boost their engagement! more

  • 10 Steps for Creating an Accurate Call Center Forecast

    While other customer service channels are gaining traction, phone support is still one of the most HEAVILY used customer service communication methods. Now what does this mean for YOUR business? We answer that question and more in our latest paper which discusses the importance of knowing call volumes, peak call times, and industry trends so YOU can accurately staff your call center to handle all your clients demands. more

  • Are You Getting an A for Effort?

    It isn't too much of a stretch to think that when customers contact your business, they are looking to solve their problem with minimal fuss. With the wide variety of options now at the customer's fingertips it is ESSENTIAL that we not only act personably when they contact our businesses, but also solve their problems quickly, efficiently, and with minimal effort required on their end. This white paper dives into how you can ensure that your business is able to measure and manage customer effort so that you can build brand loyalty and increase profits. more

  • [Infographic] 8 Signs Its Time to Update Your Call Center Software

    Most people don't realize they need to change until it's too late. Let us help you avoid having your business fall into that trap. While there are upfront costs that are associated with updating your call center software, the payoff in customer satisfaction and loyalty will more than alleviate those concerns. more

  • The Benefits of Multilingual Support in the Contact Center

    As of 2017, there’s not a contact center on the planet that doesn’t stand to benefit from offering multilingual support. Furthermore, the benefits are more plentiful than you might’ve thought … Clearly, scaling and engagement opportunities are strengthened, but have you considered your company’s perception, customer loyalty and savings? more