subject: Have You Considered Call Center Outsourcing? [print this page] A call center is a 'must-have' feature for any business these days, irrespective of its size and nature. Yes, people in fact regard 'call center' as a chief criterion when contemplating purchase of items such as cell phones and home appliances. This service is so popular that businesses are opting for it out of peer pressure rather than actual necessity. Either way, start ups and small businesses are left with no other choice but to keep up.
So how to they cope with it?
A good many small business owners take up this task themselves. Imagine, attending to customer queries in the midst of other business activities. A wild-goose chase right? Moreover, customer calls are to be attended to even at late nights! It only takes such businessmen a few weeks before they realize they have bitten off more than they can chew. Then begins the hunt to find a call center rep at a cost effective rate.
Most small businesses cannot afford to retain a person exclusively for this job. Apart from the salary, other infrastructure expenses such as computer, internet, telephone etc would also be there. It makes you wonder if the amount invested is worth it for a service that only 'value-adds'.
The answer is No. Small businesses could do much better if they invested that money into core activities instead. But at the same time, maintaining a call center facility would be great for attracting new customers. So is possible to have the cake and also eat it?
Yes, through outsourcing!
Business Process Outsourcing comes as the perfect solution here. The cost when you opt for this outsourcing service is less than half of maintaining a call center in-house. You would not have to pay for anything else apart from the call center rep's time!
Many small and medium businesses are for call center outsourcing, and many more are opting for it. This is because of the great value for money one gets out of it. Efficient service at less than half the cost! Neat right?
Moreover, customer support service is not limited to attending queries alone. Tasks such as order taking, sales processing, product inquiry, claims processing etc can also be done on request. Outbound calls for things such as employment and insurance verification, enrollment for campaigns are also undertaken by most BPO's.
Deciding to outsource your customer service could be one of your best business decisions, provided you find a good BPO. Look for companies that offer a 'free trail' period or allow you to speak to the reps before signing the contract.
Call center outsourcing is the real "in thing" at the moment, and well if everyone is doing it, there must be something in it right?
Give outsourcing a shot, the benefits could be huge and you don't have much to lose!
by: Sarah
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