Foreign investments in India have risen significantly in the past decade due to the local policies that have attracted investors and business owners. India is currently one of the fastest-growing business ecosystems because of its thriving economy and a massive population.
As more and more business owners see the potential of entering the Indian market, the competition intensifies further. As such, it is highly important to find a unique selling proposition (USP) that can provide value to consumers.
In the past two decades or so, outsourcing has grown increasingly popular among businesses that lack the manpower or do not have the resources to establish an in-house team. In particular, opting for call center outsourcing in India is one of the most common business process outsourcing (BPO) services across all industries for several reasons.
You may often be conflicted about whether you should outsource your call center or do the work in-house instead. Below, you will find some of the top benefits of outsourcing your call center to help you make a sound decision.
Contrary to common belief, outsourcing call centers is a cost-effective decision that can significantly reduce your operating costs. In fact, the trend for outsourcing is primarily driven by this cost-cutting reason since you do not have to spend on staffing, infrastructure, software, and equipment.
When outsourcing, you only have to pay for the time when you are using the services or, in some cases, on a per-call basis, so you can effectively manage expenses.
24/7 Customer Service
Another major advantage of outsourcing your call center is that you get to have customer service representatives tend to your customers even after business hours. Thanks to the Internet, you can now reach customers from all over the world.
Thus, they may ask questions or inquire at odd hours, and you naturally want to be able to respond to them at any time. With an external call center provider, you can be assured that your customers get 24/7 support.
Latest Equipment and Technology
When you go for call center outsourcing in India, you can access the latest technologies and equipment needed to provide the best customer service without spending on them. If you handle customer service on your own, you will have to shoulder the cost for infrastructure and equipment and make sure they are up-to-date.
With innovations coming out faster than you know, your expenses can quickly multiply due to the constant need to update. However, call center providers have the leading equipment and technologies at their arsenal, so if you outsource this service, you can stay up-to-date without straining your financials.
Expertise and Knowledge
Outsourcing providers specialize in providing customer service solutions, so they make sure to have experienced professionals on their team. These experts can then help you come up with the right strategies to pursue, based on your objectives and customer expectations.
In some cases, experts from external service providers may be well-versed in customer service activities in a particular industry, which can be highly beneficial for your business.
This way, you no longer have to build your team, which can take up much time, effort, and money. Finding the right people is a challenge on its own, but if you want to work with those who have adequate experience, you may have to spend more on staffing.
Likewise, training your employees can be time-consuming and costly.
Outsourcing your call center allows you to focus on your business’s core aspects, such as operations, finance, sales, production, and the like.
Taking in too much work with a limited workforce can lead to lower-quality output and reduced productivity, so removing the call center responsibility from your team can significantly boost work efficiency. Employees will have more time to work on improving your business.
Outsourcers have plenty of tools and software used to provide the best customer service, and this includes analytics tools and platforms that can help uncover insights. As a business owner, you would want to learn more about customer calls and interactions to see how you can improve the customer experience.
For example, by looking at call histories, you can see the most common inquiries or complaints. In this case, you will be able to put in small remedies like improving clarity and providing more information on your website.
As a whole, being able to track your analytics allows you to ensure that your client processes are generating positive results.
Indeed, outsourcing your call center comes with many benefits that go beyond cost reductions, which explains why it is a highly common business practice.
With the help of an external service provider, you can provide the best possible customer service and, at the same time, work towards improving your business.
Author: Smith Reed