Outsource your work to outright

Why do companies choose to outsource work?

by with No Comment Contact Center

The idea of outsourcing can appear counterproductive at first. Just because hiring the services of a third party to outsource seems risky. When you look deeper, outsourcing appears to be a smart move. It has become one of the popular business models for small and medium plus big organizations. When you look at the international market, the outsourcing market is worth about 90 billion dollars. And more than 50% of companies across the globe use outsourcing services to connect with their customer base.

Companies opt to hire third parties as their outsourcing partner for various reasons. The main reason to outsource the work is to focus on their core competencies and increase revenue growth. The major motives for outsourcing are:

  • Simplify growth
  • Save time and cost
  • Increase profitability
  • Access to global talent

Increase Profitability

The main aim of a company is to increase revenue and profitability. Hiring a third party to outsource work can help businesses to increase their profitability. Companies outsource the operations like customer support, chat support, and sales to focus on core competencies.

The customer-centric companies outsource their work to contact centres located in different countries. The wage rate in these countries is low compared to the parent company. To cut short, the business can increase its workforce at a much lower rate.

Save Time and Cost

According to a survey, the average cost to onboard a new employee cost 4150 dollars. Companies looking to grow fast always look upon cost savings. A salary of more than four thousand dollars is alarming for mid-level companies. By outsourcing their work, companies can save up to 20 of their cost. Small and medium-level companies use this amount of marketing to boost their market share. Outsourcing companies are accountable for winning customer loyalty. Meeting the set targets is another goal.

Simplify Growth

According to a study in the US, the initial five years of a newly built company are vital. There are only 50% of companies survive after five years. Furthermore, companies that are growing at a pace of 20% per year still have a 90% chance of failure.

The only solution is faster growth. Business needs to be more competitive to be successful. It may require more than an idea – it needs people, infrastructure and money to upkeep the growth. Outsourcing the work is the best solution. Outsourcing can help to speed up the hiring and training process. It certainly helps in pacing the growth in a short span of time.

Access to Global Talent

Outsourcing the work enables you to get access to global talent. What does a company want? A pool of talented people on affordable wages, with a diverse group of talented people a company can complete the projects faster. Access to global talent can be a smart strategic move for companies looking to improve their bottom line. 

Call center outsourcing

Call Center Outsourcing vs Call Center Insourcing

by with No Comment Contact Center

Call center outsourcing and call center insourcing both have greater importance for any business to succeed. But, it is important to know that one of these departments is more lethal to the success of any business. Here we will be learning some important aspects of outsource call center and call center insourcing. Stay connected!

The business operation of any company can be classified into two categories. One is known as core business operations and the second is regular business activities. Regardless of the industry in which a business is operating, core business operations are always a top priority for a business. To stand out from competitors, the business always needs innovation and brainstorming. The core business operation requires special attention from the top management to make your business grow.

Customer support is a department that is classified as a regular business operation. As a business, the customer support department should be given proper attention to make your customers happy and loyal.  Customer support is required from health care to e-commerce sector.  They are dealing with clients and the customer on a regular basis to address their concerns and queries.

Call Center Outsourcing

Call center outsourcing is the process of hiring an external workforce for managing customer operations. It brings significant benefits to a business. It allows businesses to handle customer queries and complaints in a much more efficient and effective manner.

Outsourcing companies have special expert teams that can handle customer support which saves a lot of time and cost. It helps businesses to focus more on their core business to grow at a rapid pace.  Some of the benefits of call center outsourcing are listed below.

  • Cost-effective
  • Scalability
  • Improved Focus
  • Access to the latest technologies
  • 24/7 availability

Call Center Insourcing          

Call center insourcing is just the opposite phenomenon to call center outsourcing. In insourcing, the company decided to hand over the customer support department to the workforce working inside the organization. They don’t take risk of hiring an outsourcing company to complete this operation.

In call center insourcing, the company has decided to take risk of investing in workforce, infrastructure, and technologies. If this department fails to handle customer support effectively, it could result in horrendous outcomes for any business.  There are some key benefits of call center insourcing.

  • Improved Quality Control
  • Increase flexibility
  • Increase brand control

Call center outsourcing vs call center insourcing: Which one is better?    

There are a few parameters on which you can scale the effectiveness and efficiency of both departments. Some of the set parameters are efficiency, effectiveness, management, and cost management. If you opt for in-house call center services, you need to have an expert team and you have to invest a lot of money. It has been seen that the success rate of call center insourcing is very low compared to call center outsourcing.

Call center insourcing is scalable and profitable for a business when it is operated on a smaller scale. However call center outsourcing, you can have endless options. Keep in mind that call center outsourcing is always a viable option for businesses as they have trained teams that can handle a large volume of data and can help you to expand your customer base.

significant advantages of using social media platforms in call centers and BPOs is the ability to provide instant support

Role of Social Media in Call Centers and BPOs

by with No Comment Contact CenterWebs & Digital Marketing

In the era of digitalization, social media platforms have become an integral part of our daily lives. With millions of people accessing social media platforms daily, businesses have started using them to interact with customers, increase brand awareness, and provide support. The call center and business process outsourcing (BPO) industry is no exception. Social media platforms have become vital for call centers and BPOs to improve their customer support services.

Social media platforms such as Facebook, Twitter, Instagram, and LinkedIn offer a great way for businesses to interact with their customers in real-time. Customers can use social media platforms to ask questions, provide feedback, and complaints. Call centers and BPOs can use these platforms to respond to customer queries and complaints, provide support, and resolve issues.

Advantages of Social Media in Call Centers and BPOs

One of the significant advantages of using social media platforms in call centers and BPOs is the ability to provide instant support. Customers can post their queries or complaints on social media platforms, and call center representatives can respond in real-time. This helps in resolving issues quickly and improving customer satisfaction. Moreover, social media platforms allow call centers to provide support 24/7, which is a significant advantage in today’s fast-paced world.

Social media platforms also offer call centers and BPOs the ability to gather customer feedback. By monitoring social media platforms, call centers and Business process outsourcing can get a better understanding of their customers’ needs and preferences. It helps in improving the overall customer experience and developing better products and services.

Another advantage of using social media platforms is that they offer a cost-effective way to provide customer support. Traditional customer support channels such as phone and email support can be expensive. Using social media platforms, call centers and BPOs can provide support at a lower cost while reaching a wider audience.

Social media platforms also offer a great way for call centers and Business process outsourcing to build their brand. By using social media platforms, call centers and Business process outsourcing can create a strong online presence, interact with customers, and showcase their expertise. This helps in building trust and credibility with customers and attracting new customers.

Challenges faced by call center and BPO while using social media

However, there are also some challenges associated with using social media platforms in BPOs and call centers. One of the important challenges is the requirement for skilled people. Call center representatives need to be trained in using social media platforms effectively and efficiently. They also need to be able to manage multiple conversations simultaneously, respond quickly, and provide accurate information.

Another challenge is the need for effective monitoring and management of social media platforms. BPOs and call centers need to monitor social media platforms regularly to ensure that customer queries and complaints are addressed promptly. They also need to manage their online reputation and respond appropriately to negative comments and reviews.

To conclude our discussion, social media platforms offer a great way for BPOs and call centers to provide customer support, gather customer feedback, build their brand, and reduce costs. However, to take advantage of these benefits, call centers need to invest in the right technology, hire skilled professionals, and have effective monitoring and management strategies in place. With the right approach, social media platforms can help call centers and BPOs improve their customer support services and build stronger relationships with their customers.

Contact center outsourcing

What is Contact Center Outsourcing?

by with No Comment Contact Center

In today’s fast-paced business world, companies are always on the lookout for ways to reduce costs while improving efficiency and customer satisfaction. One popular solution that has emerged in recent years is contact center outsourcing. Here we will explore what call center outsourcing is and how it can benefit businesses of all sizes.

Call center outsourcing is the practice of hiring a third-party service provider to handle customer inquiries and support on behalf of a company. This includes inbound and outbound calls, emails, chat, social media, and other forms of communication. Outsourcing allows businesses to reduce costs associated with hiring and training in-house customer service agents, while providing 24/7 customer support to their customers.

Contact center outsourcing is a popular solution for businesses of all sizes and industries. Small businesses can benefit from outsourcing by providing professional customer support without investing in expensive infrastructure and staffing. For larger enterprises, outsourcing allows them to expand their customer service operations quickly and efficiently, without worrying about staffing shortages during peak seasons.

There are several types of contact center outsourcing models available, including onshore, near shore, and offshore outsourcing. Onshore outsourcing involves hiring a service provider in the same country as the business, while near shore outsourcing involves hiring a provider in a nearby country. Offshore outsourcing involves hiring a provider in a different continent or time zone, usually in countries such as India, the Philippines, or South Africa.

One of the primary benefits of contact center outsourcing is cost reduction. Outsourcing allows businesses to save on overhead costs associated with maintaining an in-house customer service team, including salaries, benefits, office space, and equipment. Outsourcing also provides a predictable, scalable pricing model that allows businesses to plan their budgets more effectively.

Another significant advantage of contact center outsourcing is the ability to provide 24/7 customer support. By hiring a service provider in a different time zone, businesses can ensure that their customers are always able to reach a representative when they need assistance. This leads to increased customer satisfaction and loyalty, which can have a positive impact on the company’s bottom line.

In addition to cost reduction and 24/7 support, outsourcing also provides access to specialized skills and expertise. Service providers invest heavily in training and technology, which allows them to provide high-quality customer support that meets or exceeds industry standards. Outsourcing also allows businesses to take advantage of the latest technologies and best practices, which can improve efficiency and reduce customer wait times.

Contact center outsourcing is a valuable solution for businesses looking to reduce costs, improve customer satisfaction, and scale their customer service operations quickly and efficiently. By outsourcing their customer support operations to a trusted service provider, businesses can focus on their core competencies while providing excellent service to their customers.

Five benefits of outsourced contact center

Let’s discuss top five benefits of outsource contact center.

Reduced Costs

Outsourcing contact center services can be a cost-effective way to provide customer support. By working with a third-party provider, businesses can avoid the significant costs associated with hiring and training in-house customer support staff. Additionally, outsourcing allows businesses to pay only for the services they need, which can help keep costs under control.

Access to Specialized Expertise

Contact center outsourcing providers typically have a wealth of experience in providing customer support services. They have invested in training, technology, and best practices, which means that they are well-equipped to handle even the most complex customer inquiries. By outsourcing contact center services, businesses can take advantage of this expertise without having to invest in it themselves.

Improved Scalability

One of the most significant benefits of outsourcing contact center services is scalability. Businesses can quickly and easily increase or decrease their support capacity to match demand. This is particularly useful during peak periods or when a business is experiencing rapid growth.

Enhanced Customer Experience

Outsourcing contact center services can help businesses provide a better customer experience. Third-party providers typically have access to advanced technology and analytics, which can help them identify and address customer pain points quickly. Additionally, outsourcing providers can provide round-the-clock support, which can help improve customer satisfaction.

Increased Flexibility

Working with a third-party provider can provide businesses with increased flexibility. Providers offer a range of service options, including inbound and outbound calling, email, chat, and social media support. It means that businesses can select the services that is best suited to their budget and needs.

To sum up, outsourcing contact center services can provide businesses with significant benefits, including reduced costs, access to specialized expertise, improved scalability, enhanced customer experience, and increased flexibility. By outsourcing their contact center services to a trusted provider, businesses can focus on their core competencies while providing excellent service to their customers.

 

outbound call center

Managing an outbound call center with 50 agents?

by with No Comment Contact Center

Managing an outbound call center with 50 or more agents can be a complex task that requires careful planning, effective communication, and strong leadership skills. The success of such a call center depends on a range of factors, including efficient systems and processes, motivated and well-trained agents, effective performance management, and a customer-centric approach. To effectively manage an outbound call center with 50 or more agents, it’s important to have a clear understanding of the key challenges and opportunities, and to develop a robust strategy that aligns with the needs of both the business and the customers. In this article, we will explore some essential tips and best practices for managing an outbound call center with 50 or more agents, and provide insights into how you can optimize your operations to drive better results and customer satisfaction.

Invest in Technology

Utilize the latest technology, such as predictive dialers and speech analytics software, to improve efficiency and accuracy.

Set Clear Goals

Establish clear and measurable goals for your agents and regularly review their progress.

Create a Positive Work Environment

Foster a positive and supportive work environment that encourages open communication, teamwork, and recognition.

Provide Adequate Training

Ensure that agents receive adequate training on products, services, sales techniques, and customer service skills.

Implement Quality Assurance

Use quality assurance programs to ensure that agents meet performance standards and provide exceptional customer service.

Monitor and Analyze Metrics

Regularly monitor and analyze key metrics, such as call volume, conversion rates, and customer satisfaction, to identify areas for improvement.

Schedule Regular Performance Reviews

Schedule regular performance reviews to provide feedback to agents and help them improve their skills.

Reward Top Performers

Implement a reward system for top-performing agents to encourage and motivate them.

Maintain a Strong Management Team

Ensure that you have a strong management team in place that can provide support, guidance, and leadership to agents.

Develop Effective Scripts

Develop effective call scripts that are tailored to specific campaigns and provide agents with clear and concise messaging.

Provide Ongoing Coaching

Provide ongoing coaching and support to agents to help them improve their skills and reach their goals.

Foster an Atmosphere of Continuous Improvement

Foster an atmosphere of continuous improvement by encouraging feedback and implementing suggestions from agents and customers.

Implement Data-Driven Decision Making

Use data-driven decision making to make informed choices about staffing, training, and other key areas of the call center.

Utilize Workforce Management Software

Utilize workforce management software to optimize scheduling and ensure adequate staffing levels.

Provide Opportunities for Advancement

Provide opportunities for advancement to agents who demonstrate exceptional performance, which can help with retention and motivation.

In conclusion, managing a large outbound call center requires a combination of strong leadership, effective training, and technology. By implementing these best practices, you can create a successful and efficient operation that delivers exceptional customer service and meets your business goals.

 

outbound call center services

Best Practices for Outbound Call Center

by with No Comment Contact Center

Outsourcing outbound call center services is a viable option for companies looking to improve their efficiency while increasing sales. Outbound call centers initiate outgoing calls, including cold-calling, customer support, and telemarketing. To measure performance, companies monitor key performance indicators (KPIs) such as sales growth, number of qualified leads, and customer satisfaction rates. Training and coaching are essential practices that outbound call center companies should prioritize.

Companies should have a prospect list ready to categorize potential buyers and consider purchasing leads from third parties. Outsourcing outbound call centers is beneficial as it accommodates provides emergency support, high-volume customer inquiries, improve service quality, and offers companies access to the people with right attributes. Reputable outsourcing partners like Outright can help companies gain a competitive edge in the market.

How does an outbound call center work?

An outbound call center is responsible for making outgoing calls where the representatives initiate contact with existing and potential new customers. The sales team is responsible for cold-calling potential customers and pitching products and services. Additionally, customer support agents and sales representatives are employed by outbound call centers to make outgoing calls to customers, prospects, and other businesses. Many companies opt to outsource their outbound call center needs in order to find the right employees. By outsourcing, companies can efficiently reach more buyers, improve customer satisfaction, and increase their sales. This positively impacts retention rates and reputation as well.

Best practices for outbound call center

Outbound calls can be made by companies for various purposes, including telemarketing, customer service, marketing, fundraising, updating contact lists, conducting surveys, outreach, and post-sale follow-ups, depending on the nature of their business. Here are some examples of best practices employed by outbound call centers to provide insight into their operations.

Focus on Metrics 

To evaluate your team’s performance, Key Performance Indicators (KPIs) can be used. These KPIs might include metrics such as weekly or monthly sales growth, the quantity of qualified leads, outbound call quotas, and customer satisfaction rate. By tracking these KPIs, you can maintain your team’s productivity levels by using objective evidence of progress towards desired results. This data can be analyzed to make better decisions and to measure all aspects of your workflow.

Conduct Training and Coaching

It is important for outbound call center companies to provide training to new hires, where they learn about the company’s background and practice making calls with their managers. However, training is not a one-time event, and it is beneficial to include regular coaching sessions in your operations to help underperforming agents. Team members can also learn from the best practices of your top-performing agents during the appropriate phase. By outsourcing, you can eliminate concerns about the hiring and training process for your support team. Your third-party provider will have experts to conduct training and coaching sessions for your team.

Put Together a Prospect List ahead of Time

Your prospect list should comprise individuals who fit within your target demographics. These quality leads typically express a genuine interest in your business and services because they align with their needs or desires. An organized prospect list can make you appear reliable and position you as a consultant ready to offer solutions to your clients’ problems. Additionally, it will be simpler for you to contact people if you have a monitoring list that categorizes active and inactive potential buyers.

Try Purchasing Lads from Third Parties

Lead generation can be a challenging and time-consuming task for your team, consuming valuable time that could be used for sales conversations and pitching. In such a scenario, it may be worthwhile to contact your third-party provider to acquire more leads without spending excessive amounts of time on prospecting. Various companies collect, verify, and sell prospect information to assist sales teams in creating pipelines for their outbound marketing campaigns. While this won’t replace your company’s internal research efforts, it can significantly reduce the amount of time spent on lead generation.

ORLLC

Live Transfer Services in Customer Service Industry

by with No Comment Contact Center

In today’s fast-paced business world, customers expect quick and efficient service. One way that companies can meet these expectations is by using live transfer services in their customer service operations. Live transfer services can help businesses improve their customer service experience, increase customer satisfaction, and generate more sales. Here’s what you need to know about live transfer services in the customer service industry.

What are Live Transfer Services?

Live transfer services are a type of call center service that involves transferring a live call from a customer to a sales representative or customer service agent. The goal of live transfer services is to provide customers with a more personalized and efficient service experience.

Why Live Transfer Services are Important in Customer Service?

There are several reasons why live transfer services are important in the customer service industry:

Improved Customer Experience

Live transfer services provide customers with a more personalized experience by connecting them with a live agent who can answer their questions and address their concerns. This helps to improve customer satisfaction and increase customer loyalty.

Increased Sales

Live transfer services can help increase sales by connecting customers with sales representatives who can provide them with more information about the products or services they are interested in. This can lead to higher conversion rates and increased revenue for businesses.

Increased Efficiency

Live transfer services can help businesses improve their overall efficiency by reducing the time it takes to connect customers with the right agent. This can help reduce wait times and improve the overall customer experience.

How to Choose a Live Transfer Service

When choosing a live transfer service, there are several things you should consider, including:

Experience

Choose a live transfer service with a proven track record and experience in the customer service industry. This will help ensure that you receive high-quality service and support.

Customization

Look for a live transfer service that offers customized solutions to meet the specific needs of your business. This will help ensure that the service is tailored to your business, and your customers.

Integration

Choose a live transfer service that integrates with your existing customer service operations. This will help ensure a smooth and seamless customer experience.

Reporting and Analytics

Look for a live transfer service that provides detailed reporting and analytics so you can track the results of your live transfer efforts and make data-driven decisions.

 

Live transfer services can help businesses improve their customer service experience, increase customer satisfaction, and generate more sales. When choosing a live transfer service, be sure to consider their experience, customization options, integration capabilities, and reporting and analytics. With the right live transfer service, you can provide your customers with a more personalized and efficient customer service experience and drive more sales for your business

OR Outbound

What are outbound call center services?        

by with No Comment Contact Center

When we talk about outbound call center services, it means making calls or contacting existing or potential new customers. These calls are directed toward customer prospects. The outbound call service is an important part of business operations and it is designed to enhance the overall customer experience and assist businesses to achieve their goals. Now let’s get deeper and discover various aspects of outbound call center services.

The most important outbound call center services

Telemarketing: Telemarketing services are initiated and conducted on the telephone. The main goal of this service is to outreach the maximum customer or potential new customers.

Lead generation: In lead generation services, the information of new customers is collected from different sources and these new customers are contacted via telephone and agents persuade them to buy products or services.

Appointment scheduling: it is another important outbound call center service. In an appointment setting, the meetings are set with new customers for different reasons like sales or product demonstrations.  

Follow-up calls: The follow-up calls are made to those customers who have purchased a product or service recently, the agent calls them to inquire about troubleshooting or satisfaction regarding the product or service.

Survey and feedback: These are the calls that are made to gather feedback from customers about the products or services they have received. This feedback helps businesses improve their experience and identify areas for improvement.

Benefits of outbound call center services

Increased sales: Outbound call center services assist businesses to reach a large number of potential new customers quickly and easily. The main benefit of this service is to increase the sales volume and promote business products and services more effectively.

Improved experience: By using outbound call center services, businesses can communicate with their customers and provide them with tailored service. This leads to an improved customer experience, which turn leads to loyalty and customer retention.

Increased efficiency: Outbound call center services are designed to be proficient and cost-effective. By using these services, businesses can save time and achieve their goals.

Better data collection: Outbound call center services are used to collect data about the products or services. This data can be used to identify trends and patterns, which can assist businesses to make decisions about their operations.

Challenges faced by outbound call center services

Compliance regulations: Outbound call center services are controlled by numerous rules and regulations, such as the Telephone Consumer Protection (TCPA). Businesses must certify that they are in compliance with these regulations or they risk facing legal action.

Quality control: The quality of outbound call center services can be affected by a number of factors, such skills of an agent, the effectiveness of the scripts, and the technology used by the call center. Businesses must focus on quality control to ensure that they are providing the best possible services to their customers.

Agent burnout: Outbound call center agents are assigned to make thousands of calls per day. This can lead to agent burnout and can decrease the performance level of agents. Businesses must find ways to motivate and support their agents to minimize the risk of burnout.

Outbound call center services are an essential part of business operations, they help businesses to reach potential customers and achieve their set targets and goals. These services come with their own set of challenges, but with a proper plan execution, businesses can benefit from outbound call center services.