Customer support is one of the most important elements that can make – or break – a business. But building and training a team to offer customer support or any other customer-facing job involves lots of work and money. That’s where call center outsourcing comes in.
As a business, your needs are growing every day. And to ensure your business continues to grow, you can expect your needs to grow too.
So how do you keep up without breaking the bank? How do you offer great customer support? How can you build a great tele sales team that generates leads for your business?
The solution to many of those customer-facing problems is call center outsourcing. And it’s not as expensive or difficult as you think.
In this article, we’ll explain what call center outsourcing is, why it works, and what types of solutions you can get.
What is call center outsourcing?
Call center outsourcing is one of the top types of outsourcing. It involves hiring one or more people to respond to questions or fulfill support queries, or even market a product to your customers.
But contrary to common belief, having a call center isn’t limited to mega-sized companies with hundreds of employees and thousands of customers.
The size and needs of your business determine the number of people you want or can have in a call center.
Moreover, your call center doesn’t have to be in-house. It can be in another location.
Outsourcing your call center allows you to hand over all the minute details of hiring people, tracking their performance, among other details to another entity. That entity is the outsourcing company or service provider.
It’s worth mentioning that outsourcing your customer support or call center is just one of the many services provided by outsourcing companies.
Why to outsource your call center?
Your call center can comprise one or two employees. But can you afford to buy expensive equipment and software to get those two employees? Probably not.
That’s where call center outsourcing service providers, like Tawzef, come in.
But before we dive into how to outsource your call center, let’s look at the many benefits:
1) Fewer costs
Call center equipment and software are expensive. That’s why one of the top reasons to consider call center outsourcing services is about cost cutting.
Working with a contact center provider means you don’t have to buy any of that expensive equipment or even rent a physical location. The provider will responsible for all of that.
In addition, if your outsourcing company doubles as a recruitment agency, like Tawzef, then you don’t have to worry about hiring people. All you have to do is specify your needs and what you expect from the call center person or people.
2) No more worrying about management or reporting
Another reason to consider outsourcing your call center is that you won’t have to worry about hiring or managing a new team.
The outsourcing company takes charge of hiring people, managing their workload and productivity, and delivering reports to you at the end of each day, week, or month.
3) Access to expensive call center technology
One of the top reasons companies think call centers are for large and mega-sized businesses is because the software is quite expensive. Accordingly, only large companies are able to afford it.
But with call center outsourcing services, that’s not something you need to worry about.
Why? Because the service provider is the one that buys this technology and lets your team use it.
4) Better efficiency and focus on your core business
By outsourcing your call center needs, be they marketing, sales, or customer support, you can ensure your current team focuses on the core business.
Doing so means you have more time to focus on the areas where you’re an expert and grow your business.
It also means your team can work more efficiently on the tasks they’re skilled in and that they don’t have to worry about tasks that they’re not familiar with.
5) Better reporting
Hiring a new team means you have to tread waters you may not be familiar with, which leaves lots of room for errors you can’t afford.
However, working with an outsourcing company for your call center saves you the hassle of learning-on-the-go. It also ensures you get better reporting and data from your call center team.
6) Many call center options
Your call center doesn’t have to be for customer care or customer support only. It can includes one or more of the following:
- Telemarketing outsourcing
- E-commerce call center
- Customer care or customer support
- Tele sales
- Survey personnel
- Follow-up support
- IT or business process outsourcing
7) Quality monitoring service
Working with call center outsourcing companies means all customer calls are recorded.
Accordingly, you can decide to create and review transcripts and use them to enhance your service, train new employees, learn more about your customers’ biggest problems and more.
8) Increase customer satisfaction
What makes customers ‘regularly’ buy a product or service from a brand or business?
Satisfied customers become loyal customers and accordingly buy more from you.
Working with a call center outsourcing solutions provider means working with experts, who can easily, quickly, and efficiently respond to your customers, support and help them.
In other words, outsourcing service providers increase the efficiency and speed of your customers’ incoming calls.
Call center outsourcing with Tawzef
As mentioned, call centers aren’t just for big companies. In fact, more small and medium-sized businesses need call center services today than ever before.
In addition, when people think of a call center, the first thing that comes to mind is customer support. And that’s ok. But customer support isn’t the only service you get through your call center.
Working with Tawzef means you can get as many as you like from the following call center outsourcing services:
- A call center starting with 1 agent.
- Training for your call center agent or team by the Tawzef team.
- Use of call center software and reporting tools.
- Detailed weekly and monthly reports.
- A dedicated call center manager from Connected360.
- One or more of the following call center services: order-taking, complaints handling, customer support, agents conducting surveys, telemarketing and tele sales agents.
- Hire full-time, part-time, or project-based call center teams.
- Tawzef’s 15+ years of experience with recruitment, outsourcing, call centers, HR consultations, and people management.
Whether you’re an e-commerce business, a school, an e-learning platform, a construction firm, or a real estate developer, you’re likely to need customer support and other customer-related services soon.
But hiring – especially when it’s hiring and training – can be an expensive hassle. Not to mention having to buy equipment, software, and manage reporting.
In other words, there’s lots to consider, there are time and budget constraints, and your business needs to grow.
Outsourcing your call center, including outsourcing customer support or sales, helps you and your customers.
Need help with call center outsourcing? Get in touch with Tawzef.