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Benefits of Call Center Outsourcing

Jul 3, 2008
There is no clear-cut rule as to when a company should certainly outsource their inbound call handling. There are, however, numerous occasions when it may be appropriate for your business to engage in call center outsourcing. More often than not, such cases circle around resource management.

Fundamentally, call centers may be set up to deal with various types of client calls. These transactions may include taking orders, technical support, qualifying inbound leads, customer service, and responding to client messages.

Call Center Markets
Research estimates that in five years, 75 percent of offshore outsourcing in the Europe will come from the United Kingdom and that spending of offshore outsourcing operations will increase to more than 3 billion Euros by 2009 and that 76 percent of that figure will be coming from UK businesses.India has 50 percent of all global offshore agent positions, but is facing stiff competition from South Africa, the Philippines, eastern Europe and Mexico.

The Advantages of Outsourcing
1. Substantial Growth - The launch of a new product or other important events can create an enormous volume of incoming calls even to small companies. Subcontracting calls to a service provider can get rid of the annoyance of trying to increase the number of new workers or spending for equipment upgrades.

2. Save Money - The need to enlarge the size of the work force or to considerably upgrade on major IT equipment such as the phone systems, call center area or customer relationship management software can be acceptable reasons to outsource. By opting to sign up with a call center company, the operating costs of handling customer calls are actually lower in comparison to the potential alternative.

3. Flexible Volume - Call volumes that are more or less invariable or those that swell up in a predictable manner are fairly simple to plan for. Companies that experience considerable seasonality or erratic changes in size can certainly take advantage of the expanded scope of call center service providers. The additional benefits include seasonal assistance or spot overflow.

4. Testing and Learning - Smaller businesses with not much experience in handling customers may jumpstart their telephone operations as an outsourcing solution. As soon as they learn what they need to know about running a call center and building up sufficient funds, they can start the call handling operations in-houses.

On the other hand, larger companies that bear the same interest in testing innovative programs or technologies may find it a lot cheaper and easier to utilize a call center for testing than to reeducate in-house personnel.

5. Business Model Shifts - The determination to outsource call management can be set off by a decision like making the jump to a 24/7 technical support. Changing to a 2- or 3- shift operation can become an enormous problem or as simple as signing up with a call center service providers. An additional trigger can be the need to provide multilingual support to clients of different backgrounds.

Choosing The Right Company
Call center outsourcing performs best for rather uncomplicated sales, support and services. Products that have intricate sales sequence and customer support teams that necessitate in detail troubleshooting are not fit for outsourcing.

Outsourcing call handling management can be a wise method of managing rapid growth while saving money at the same time. A good number of call centers offer various types of services. So, as much as possible, try to reflect on all the areas that your company could possibly benefit from.

When picking out a service provider, be sure to go for a vendor who can offer a complete level of support that is capable of catering to your company's and client's needs.For starters, begin with examining the account managers who will handle your case.

They should more or less understand the industry that your business revolves around since they will be your daily points of contact. They should also be of assistance to you in understanding the full range of support that the call center outsourcing company has to offer.
About the Author
Paul Hata is active in various social and community programs aimed at providing equal access to education,health and jobs to all.Paul has over 10 years experience in managing a multi-million dollar advertising company.Paul can be reached at - TradePlanets.com
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