22 Apr 2021

10 Signs You Need To Outsource your Call Centre

Customer service is an essential element of success for businesses of all sizes. Our sentiment at Proten International is that a satisfying customer experience can result in repeat business, higher sales, and a favourable reputation in the marketplace. However, many businesses struggle to manage call centres efficiently and effectively, which is especially true when it comes to customer service.

It can be a game-changer for some businesses to outsource their call centre operations. Businesses that outsource can increase productivity, lower costs, and provide better customer service. Nevertheless, how can you tell when it’s time to outsource your call centre?

In this blog, we’ll look at 10 signs that outsourcing call centre operations for your company might be advantageous. We’ll look at some of the key signs that it’s time to think about outsourcing, such as a high call volume and trouble managing your workforce. You’ll know more by the end of this article about whether outsourcing is the best option for your company.

1. High Call Volume

It could be time to outsource your call centre if your company receives a lot of calls. For your internal staff, managing a lot of calls may be daunting, which can result in burnout, more mistakes, and worse customer satisfaction.

A report by ContactBabel found that 40% of companies that outsource their call center operations do so to handle high call volumes and improve service levels.

2. Seasonal Variance

It could be more economical to outsource your call centre during busy times if your company’s call traffic varies seasonally. Without having to employ and educate more personnel, outsourcing may provide extra resources and assistance during times of high business.

3. Lack of Expertise

Customer service excellence takes knowledge and experience. If your in-house staff lacks the skills to handle complex customer inquiries, outsourcing may give you access to a team of experts.

4. Restricted Business Hours

If your company only operates during certain hours, outsourcing your call centre may provide your consumers with service around the clock. This may increase client satisfaction and give your company a competitive edge over rivals that only operate part-time.

5. Inefficient Call Handling

It could be time to outsource your call centre if your internal staff is having trouble handling calls effectively. The newest call centre software and technology may be made available via outsourcing, which might speed up call processing and decrease client wait times.

6. Language Disparities

If your company offers help for consumers who speak several languages, consider outsourcing your call centre. As a result, there will be fewer language barriers, which will help to increase customer satisfaction and prevent misunderstandings and dissatisfaction.

7. Scalability issues

Scaling your contact centre operations might be tough if your firm is expanding quickly. Without having to spend money on costly machinery and more people, outsourcing may offer the infrastructure and resources needed to support your growing firm.

8. Cost-effectiveness issues

Operating an internal call centre may be costly, particularly if you lack the equipment and resources to support it. cost-saving benefits of outsourcing may be seen in the reduction of employment expenses, the requirement for expensive equipment, and the costs associated with training and development.

9. Quality Assurance Problems

For internal call centres, maintaining uniform quality standards may be difficult. To guarantee that customer service requirements are constantly maintained, outsourcing may provide access to quality control methods, including routine monitoring, coaching, and feedback.

10. Business Focus

Operating a call centre in-house might cause a big diversion from your main company’s operations. While still delivering top-notch customer care to your clients, outsourcing may give you more time to concentrate on the core operations of your company.

Last Notes…

In conclusion, outsourcing your contact centre may have a number of advantages, such as cost savings, increased client happiness, and the ability to concentrate on your main company operations. All these align with our objectives at Proten International, which is to provide 360 HR services to our clients, who in-turn will experience visible growth in their companies.

Consider outsourcing your contact centre operations if you see any of the warning indicators mentioned above.