Below Are Some Of The More Common Outsourced Call Center Services
Call center services are one of the most outsourced functions and departments of numerous companies in first world nations. From banks to electronic parts manufacturers to satellite TV providers, most if not all of them have most likely gone via call center outsourcing and are maintaining an outsourced arm somewhere offshore. But why are such services like telemarketing companies or collections divisions of huge corporations being outsourced? What sort of advantages do these services get out of being outsourced?
The common factor in most of these outsourced services is that they rely on communication. Communication through the phone or VoIP or Chat, whatever it is, the clients of the companies involved need to talk to a representative of the company to get what they’re after (or vice versa, like in collections). That’s why services that focus much more on communications are outsourced; services like these mentioned here:
Customer support functions: all roles ranging from service related issues to customer account matters to simple inquiries. Call center services that revolve around customer service via over-the-phone contact are by far the most common form of service that is outsourced, and for great reason.
A potential workforce that is fluent and proficient in the English language, that’s what outsourcing is after. Combine that with the reality that these countries have very low exchange rates to initial world countries, and you get acceptable service standards (when it comes to communication in English) with lower expenses (when it comes to operational costs).
Technical support functions: while customer support responsibilities usually extend to technical support, the actual field of the “technical” goes beyond the normal scope of customer service. Same with the previous point, the business outsourcing their technical support arm not only gets acceptable service and performance standards, but also pays a lot, much much less for it. Not only that, but they also get to take advantage of a workforce that is naturally keen on the technical and methodical (like how people in India are great at computers), therefore making for an even better customer support experience.
Telemarketing functions: Aside from customer service and technical support, this is also a common function that is outsourced to other countries. It’s not that people from other countries are much better at selling stuff, it’s just that training them to be good at it costs a lot, lot less.
Again, the duo of reduced operational costs and sufficient English fluency is the primary factor here. Not only that, but when it comes to telemarketing training which a company can select to be as extensive as they like, they wont have to worry about spending too much on training because this is also outsourced.
There are a bunch of other roles and functions (as well as sub-roles and supporting functions) that are commonly outsourced and developed offshore from the main body of the company. While the practical advantages are great, in the beginning of the outsourcing trend a great deal of maintenance and sustainability problems had to be dealt with-and there are still a number of them today. But being more than a decade old, outsourcing call center services has been stabilized and standardized to the point that sooner or later, an effective company will need to consider it.
Visit Tele-Center Inc. for more info on how inbound telemarketing operates. Also find out more about call center servces.
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