Call centre outsourcing is where organisations employ a third party to carry out some of their business operations. It has become a key component for businesses looking to maximise efficiency and utilise cost-effective solutions. As a result, businesses collaborate with these contact centres to meet their customers’ needs and expectations while also boosting their business profitability without compromising quality and brand recognition.
Even before the onset of the COVID-19 pandemic, many businesses had to re-evaluate their strategies and enhance their customer service due to rapidly changing growth across industries. During the COVID-19 pandemic this was further accelerated due to exceptional changes in customer requirements.
How do outsourcing providers create more manageable solutions?
Call Centre Outsourcing can be customized to meet the evolving needs and objectives of a business, rather than being a permanent arrangement. One of the major ways outsourcing providers offers a string to the bow of their client’s business is through their recruitment strategies to rapidly put together a highly qualified, agile Contact Solutions Team. The team’s rapid scalability of trained professionals regularly include Contact Centre Representatives (clinical, non-clinical and general), Team Leaders, Quality Assurance, Workforce Planning and Subject Matter Experts to meet their clients’ individual requirements providing services which would be too extensive to keep in house.
What do businesses gain by choosing to outsource their call centre team?
- A team comprised of professionals with a wide range of expertise and backgrounds, possessing highly sought-after skills and experience.
- A team with extensive contact centre knowledge in industries such as health care & medical, pharmaceutical, government, emergency response up-scaling, and travel.
- An agile organisation that puts clients at the centre of operations, helping them achieve their objectives.
- An option of onshore or offshore solutions.
- Proficiency in inbound and outbound call systems and processes, SMS & messaging, webchat & emails channels, surveys, data analytics and back-office operations.
- Continuous training for employees to ensure they remain current in the field they have been contracted to work in.
- A unique customer service portfolio to fit client needs.
- An accountable team who have organisational values which align to their clients.
Call Centre Outsourcing is often the best option for businesses who are looking to execute key business objectives while maintaining their team’s capacity to work on other business goals. Many businesses are opting to have a go-to team of trusted professionals they can work with in both the short and long-term to achieve exceptional results and provide essential services. More than ever it’s important organisations build these relationships in preparation for whatever may come in their business’s ability to respond to an increasingly turbulent environment.
