March 31, 2023

Why Outsourced Inbound Call Centers are the Future

Image of an outsourced inbound call center

In today’s world, offering great products alone is not enough to stay ahead of your competition. You need to ensure your customers are happy and satisfied. A single frustrated or angry customer can cause irreparable damage to your reputation if they are not satisfied with their experience. An outsourced inbound call center can help you run your business smoothly and effectively by taking the weight of customer management off your shoulders.

Call center outsourcing simply means hiring an outside company to manage your customer service operations. And when it comes to inbound call centers, this typically means they only handle incoming calls. They do not make outbound sales calls.

With an outsourced inbound call center, you do not have to invest in technology, facilities, human resources or equipment. Instead, the third-party call center will specialize in managing important customer operations and will have the equipment necessary to do so. 

If you are ready to scale your business by hiring an outsourced call center, you have come to the right place. This article will discuss the benefits of an outsourced inbound call center and why you should hire one for your business. 

Outsourcing Vs Offshoring

Offshoring and outsourcing are two terms that are often used interchangeably. However, they have different implications. While both offshoring and outsourcing may share some elements, they are two very different things.

Outsourcing refers to delegating a company’s business process to an external provider. A third-party company is hired to provide customer services instead of in-house staff. This may occur within the same country or in a cross-border transfer of work. Outsourcing is a cost-saving measure as it increases efficiency and lowers operational costs.

Using an outsourced call center doesn’t mean your customers are sent to China, India, the Philippines, or any other location with non-native English speakers. Once a customer realizes they can outsource to a local company, they may find that the benefits are worth it.

On the other hand, offshoring is when a company delegates some business operations to a company in another country to achieve certain benefits, such as reduced costs and access to talent. Companies also do this to expand their businesses to more territories. However, offshoring also has its challenges, such as language barriers, security issues, and lack of business control.

Benefits of Outsourced Inbound Call Centers

Many businesses are choosing to outsource call center functions for various reasons. In fact, for some businesses, hiring a call center to offer customer support is an obvious choice. It can bring many benefits to your company, provided you pick one that will represent your business well.

Here are some of the benefits an outsourced call center can offer your business.

Cost Benefits

If you desire to cut costs, you might decide to outsource your call center for inbound calls.

While customer support is crucial for running a successful business, not every company has the finances and capacity to set up a dedicated and efficient department for this function. Setting up an efficient customer support department requires investments in facilities and equipment, such as workstations, computers, internet, and software – not to mention labor!

Outsourcing allows you to save on labor costs because you’re only paying for the contracted service, rather than employing a fulltime staff. By hiring an outsourced inbound call center, you will not have to worry about recruiting, hiring, and training staff to offer customer support.

A reliable call center will absorb the overhead costs for a contract fee that is often less than what it would cost to establish the entire system internally. They provide customer support agents who have been trained to answer questions according to your business guidelines. 

Image of a smiling agent in an outsourced inbound call center providing amazing customer service

Improved Customer Satisfaction

Customer satisfaction is key to the success of any business. Everyone is competing for customer loyalty, and you need to keep your existing customer base happy if you want your business to thrive. A satisfied customer will trust your company, give you repeat business, and refer you to their friends and family members.

In addition, happy customers are more likely to leave positive feedback and reviews, giving you much-needed social proof that will help draw in new customers.

Customer satisfaction is often more than just offering customer support to resolve technical issues. It is more about creating a consistently positive experience, and that is what an outsourced inbound call center does. 

An outsourced call center provides invaluable services because it focuses on only one thing – customer support. They hire professional and knowledgeable agents and train them to provide efficient and effective customer service across all touchpoints to help customers throughout the journey with your business. Their knowledge and skills will enhance customer satisfaction. 

Some customers may try to contact your company after business hours when you are out of the office. Some of them may have questions and concerns that need to be addressed promptly. By using an outsourced call center, you can give customers the ability to contact your business whenever they need help or other support. 

Time Management Benefits

Outsourced call centers can help companies manage their time more easily. When you outsource your customer support, you can take that worry off your plate. You will not have to check quality assurance, measure performance, or complete additional payroll. If you keep all your customer support in-house, you will be accountable for the maintenance and functioning of everything.

It also helps the productivity of your team by ensuring that the tedious work is done by someone else and not your in-house staff. This means your employees will be free to focus on other, more important parts of their job instead of handling customer issues, taking orders, or performing other time-consuming tasks. This can result in better efficiency and productivity across the board.

By outsourcing, you can use the time you would have spent on maintaining and managing an in-house call center to focus on business expansion. For instance, you can use the time saved on inbound calls to reach out to potential customers. You can also invest more time in creating a business strategy for growth.

Scale Your Business with an Outsourced Inbound Call Center

Running and growing a successful business is more than just increasing revenue and sales. You need the right team, strategies, and processes to support new customers, services, and products. 

As your customer base expands, your customer needs will expand, too, and you will need to offer timely responses to clients. You will need more staff to handle your customers’ phone calls, which requires spending more time and money to hire and train additional staff. This can make growing your business hectic and challenging.

By working with an outsourced call center, you make your business easily scalable. An outsourced inbound call center will increase efficiency and give you the capacity to grow at the rate you want. 

Many businesses that have opted to hire an outsourced inbound call center have significantly improved customer satisfaction and experienced business growth. A reliable outsourced call center can be the best resource your business has. 

Click here to learn more about how an outsourced inbound call center can help your business grow. Or contact us to discover the perfect call center solution for your specific business needs.