Businesses regularly deal with the sudden influx of calls, inquiries, and complaints from their growing customer base, sometimes multiplied by various lines of business, channels, languages, and geographies. Handling this incorrectly, or at a level below customer expectations, may lead to lower customer satisfaction scores, decreased employee morale, and a stressful work environment—ultimately harming the brand as a whole. Addressing these pain points is beneficial to businesses and it may require assistance from third parties.
This is where call center outsourcing services come into play. Companies opt to outsource their in-house activities to ensure that they can accommodate their needs accordingly. With the help of these BPO call centers, businesses can now focus on their growth without having to worry about subpar services, additional expenses, and costs.
Many companies are contracting with contact center BPOs to handle customer interaction, often in the most efficient way possible. In the US alone, more than 300,000 jobs are outsourced annually, valuing the global industry at $92.5 billion.1
Call center outsourcing is a strategic way to cut costs and grow your business – all while leveraging on the expertise of third party whose core purpose is the maximization of a customer’s experience. If you’re considering outsourcing, you might have questions about the service: How does it work? What are the benefits of outsourcing? What do I need to know about outsourcing my call center?
At its most fundamental level, call center outsourcing is a business decision in which a company commissions its customer service to a third-party provider and handles customer inquiries, transactions, and other services.
They are often considered to be one of the most considerable cost-saving opportunities in any company's operation. The average in-house call center spends millions of dollars each year on employee salaries and benefits, as well as office space and equipment leasing expenses—all of which can be reduced when you start outsourcing call center responsibilities.2
While many small companies have relied on in-house dial services for years, call center outsourcing has become an intriguing opportunity for even larger enterprises looking for cost savings.
Contact center outsourcing has become the backbone of many large organizations. This is when a contact center BPO acts as an extension of the company's customer service teams and is constantly working on responding to calls, resolving issues, and keeping customers happy and satisfied.
There are many reasons contact center outsourcing is an optimal way to grow your business promptly:
Choosing a contact center outsourcing partner for your business can be a daunting task. There are plenty of options, each one promising to bring you the best in quality and efficiency.
Whether you’re looking to outsource your call center because you need more hands on deck or because you want to save on costs, call center outsourcing can be an effective solution for many businesses.
You must choose the right BPO call center from the beginning so that they can protect what matters most to you—keeping your customers happy.
Ultimately, no matter what you consider for a BPO call center partner, take the time to choose well.
Here at TaskUs, we invest in our people so we can work together to achieve Ridiculously Good customer service. As a global leader in customer experience innovation, we’re committed to the betterment of our customers, employees, and clients.
We believe in making a difference through cutting-edge technology partnered with the human touch—with these two combined, our CX solutions and services are more efficient than ever. Together with the most disruptive brands, we will continue to push the boundaries of technology to help you achieve your goals.