All You Need to Know about Tawzef’s Call Center Outsourcing Services

Creating an in-house call center can help you offer great customer experience and support. Whether you’re an e-commerce business, a fast-food restaurant, or any type of business where customers need information to make informed decisions before buying your product or service.

Customer support, whether over the phone or via social media moderation and chats, can help you increase sales and customer retention. 

However, the process of setting up an in-house call center is not only tricky, but costly. Managing call center operations is like managing an entire new business. 

It can derail your focus on core operations if you don’t have the necessary experience in establishing and managing a call center.

In this article, we’ll look at the benefits of outsourcing your call center and the types of call center outsourcing solutions.

Tawzef: Types of call center outsourcing solutions

There are 2 main types of call center outsourcing options to consider.

Call center outsourcing scenario 1 

The first option is called seat renting. 

Put simply, this means you reach out to an HR outsourcing company and rent seats, equipment, database, call center technology, among other equipment for your team. 

In this scenario, you manage the operations but your team is often located in a different office. Tawzef has a dedicated location for call center clients.

You can also let Tawzef handle your team’s payroll, including tax deductions, medical and social insurance,…etc. 

This method is commonly used by banks, financial institutions, insurance companies, and some hospitals. 

Call center outsourcing scenario 2

The second type of call center outsourcing services falls under business process outsourcing (BPO).

In this bigger and broader scenario, your company outsources its entire call center team, including employees, seats, tech. You don’t even have to manage your team. 

In this situation, you hold the call center outsourcing service provider, like Tawzef, accountable using monthly metrics and KPIs. 

Let’s clarify with an example.

If you outsource your call center as a BPO solution, you’ll have to determine the number of team members needed and the KPIs of success.

Let’s say you want to have a team of 10 call center employees. Tawzef will manage their operations, provide them with the tech needed to perform their work, manage their payroll, holidays, taxes,…etc. 

At the end of the month, you’ll get a report of all that’s happened, including number of complaints to your call center, number of tickets opened and closed,…etc. 

In this scenario, your company gets several services from Tawzef, including call center outsourcing, payroll outsourcing, and manpower outsourcing. 

This method is commonly used by e-commerce businesses, retailers, restaurants and fast-food concepts, pharmacies, among others.  

Why do companies outsource their call center operations?

As mentioned, you can choose to rent seats or outsource your entire operation.

Seat renting can save you money you would otherwise have to invest in expensive call center technology and every employee you hire. 

The call center industry is widely considered a high-turnover industry. The time needed to find an employee will wear you and your team out. 

On the other hand, the following are the top benefits of outsourcing your call center operations in the form of BPO.
 

• Getting expertise 

One of the top reasons companies outsource their entire call center unit is because they don’t have the expertise to do it themselves. 

Let’s face it. You can’t do everything, all at once. 

Managing a call center is like managing an entire company. From recruitment, to training and development, to measuring KPIs, to conducting performance appraisals, to exit interviews. There’s a lot to handle. And most companies don’t have the time to do this. 
 

• Saving money 

Another reason is to save costs. Besides having an expert manage your team, you can rent seats, tech, software, among other things. This saves you the cost of buying the solutions yourself, figuring it out, and training your team to use it.

If you operate outside of Egypt, outsourcing to Egypt means saving money on recruitment services.

• Getting access to software and tech

Call center technology is considered quite expensive. It also requires training on how to use it. 

From logging in customer data into a customer relationship management (CRM) system to handling customer calls, especially difficult customers, to opening and closing tickets. There’s a lot to do. And it comes at a hefty price. 

Outsourcing your call center means getting access to advanced call center and CRM tech through a third-party provider, who is well-versed in using this technology and training . 

• Getting EOR services

As a company, outsourcing your call center, especially to an HR agency in Egypt, means getting employer of record (EOR) services. These services usually include payroll management, taxation, adherence to labor laws, among others. 
 

• Focusing on core operations

By outsourcing your call center, your company can focus on its core operations including business development, marketing, sales, manufacturing,…etc. 

Focusing on essential operations means you can focus on growing your company’s revenues and profits.
 

• Access to phone lines

To create a call center, you need to purchase dozens of phone and mobile lines, or create a hotline. Tawzef offers all of this under its call center outsourcing solutions. 
 

• Call center training

Last but not least, call center training is the cornerstone of success for every call center operation. 

However, as mentioned, the call center and customer support industry is widely known for its high employee turnover. 

Training new employees is costly and time-consuming, especially if you’re not familiar with the call center industry yourself. 

Tawzef offers regular training for new employees and performance management for current ones to ensure team members provide the best level of service.

We also measure the results of the training using training and development KPIs. This ensures newly-hired employees are ready to answer your customer calls professionally and efficiently.  
 

Why choose Tawzef’s call center outsourcing services

Besides the above benefits, all offered by Tawzef, here are a few more reasons our clients choose to work with us.
 

Full recruitment process 

Tawzef conducts a full recruitment process for every new hire or job opening in the call center. From sourcing to first and second interviews, to onboarding and orientation, we cover it all.

Location and tech solutions 

As mentioned, Tawzef not only provides seats and tech renting, but also a dedicated location for call center employees. 

Besides call center tech, we provide HR services for your team along with a human resources management system (HRMS) to track employees’ days, in-and-out times,…etc. for effective payroll.

KPIs for call center staff 

Tawzef’s expertise means setting up KPIs for call center staff to ensure your goals are met. KPIs can include number of tickets opened and closed, number of complaints handled, sales, escalation issues or calls, among others.

Payroll and manpower services 

As an HR consultancy and service provider, Tawzef provides call center teams with payroll and manpower outsourcing services.

Companies can choose the services they need from payroll management to employee engagement and retention…etc.
 

Reducing chances of losing customers 

One of the top reasons companies use Tawzef’s call center outsourcing solutions is because we ensure all phone operations are constantly running. This means fewer chances of losing customers because of lines dropping or disconnecting. 

Learn more about Tawzef’s call center outsourcing solutions. Get in touch with us today!