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Outsourcing Call Center Services

By Edited Aug 2, 2016 0 0

Call center outsourcing is a smart approach for companies looking to optimize their efficiency, time and operating expenses. Gaining a competitive edge and maximizing profitability are important goals and soliciting the services of offshore service providers can help.

Many of these companies offer affordable services including phone, email, technical support as well as back office services. Billing for phone services is typically conducted on a per minute or per agent basis.

Benefits of call center outsourcing

For businesses that provide phone support to customers, call center outsourcing to India in particular offers benefits such as 24/7 phone support and low cost of labor available. Services such as order taking, customer support, product support and other technical support are prime candidates that can benefit from offshore phone answering services.

Call center outsourcing to India has always been attractive for many reasons. It is home to a highly educated, English speaking workforce and there’s always an abundant supply of these workers. The huge advantage in both manpower and quality makes India the prime location for call center outsourcing. Many call center employees are well versed in IT and other technical fields. Well trained workers can speak good English without heavy accents and are able to handle a high call volume.

India’s time zone difference with the U.S. gives its call centers a unique advantage in facilitating 24/7 telephone support for American companies. The cutting edge IT infrastructure in place at these call centers lends itself to higher customer satisfaction for U.S. businesses.

Offshore providers aren’t the only source for call center outsourcing. Local companies in the same country as your business provide many of the same services. Not all call center employees in foreign countries have a strong verbal command of English and it can be frustrating for a customer if they can’t understand what’s being communicated over the phone. U.S. call center providers that employ native speakers may be a better option for your business.

Tips on how to optimize your call center outsourcing

Give your team of outsourced phone operators some time to learn about your business and its products and services. Investing the time up front to make sure they’re knowledgeable about what your business does will pay off in the long run.

Be sure to read the details of pricing plans carefully. Check if prepaid minutes roll over to the next month and make an informed decision as to how many minutes you’ll need for your phone support.

If you’ve decided on call center outsourcing for the purpose of providing customer support, provide your phone reps with template responses to handle commonly occurring scenarios. For example, a customer might inquire about shipping times and having a standard text response containing all these details will ensure that questions are answered effectively. Text responses can be stored in a database for easy reference.

You should also periodically monitor the responses and phone call transcripts to make sure that customer responses are handled well and problems are resolved. Offer tips to the call center team leaders on how to improve telephone service.

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