Inside the Quality-First Contact Center

Top 5 Reasons to Outsource your Customer Service

For those who have considered a contact center for outsourcing their business’ customer service, there is always hesitancy, especially regarding the quality of the calls, and how their customers would be serviced. After all, turning over a crucial piece of business functionality can have an effect on your customer satisfaction, and be the deciding factor in whether or not customers continue utilize your products and services.

Fortunately, Nearshore call centers like Callzilla have gotten the granular details right, ensuring success, financial growth, and strategies to help your business thrive.

We’ve compiled the top five reasons to outsource your customer service. The perks will be enough to have you reaching out immediately.

1) Financial Benefits of Call Center Outsourcing

Setting up a call center for your own facility requires a hefty investment. Between the hardware like the phone and office space, and the time it takes to recruit, interview, and hire and train personnel, you’ll be looking at a substantial investment.

With a call center like Callzilla, the personnel is already trained and ready to take on your customer service calls. And the best part? They all have their own phones.

2) Access to Customer Experience Experts

You are the expert of your business, but the core discipline of an inbound call expert is to be the authority in customer service. By investing in the newest technology, call centers keep their employees up to speed on the most efficient ways to respond to customer service issues, and equipped with the best hardware, customer support software, and the latest best practices in customer service.

Inbound call center specialists are also given regular trainings on how to best execute customer service, and also empowered to gain institutional knowledge; whereas in house customer service reps are usually more focused on one product or service, in order to power through the influx of calls, and deal with the day to day operations of the business.

3) Constant Monitoring for Improved Average Handle Times

In an age of instant gratification, customers want answers, whenever they find a problem. Late at night, and weekends, are normally not hours kept by your regular employees; or at least not at a reasonable cost.

With a call center, you have the opportunity to service your customers 24 hours a day, 7 days a week, and even during holidays. Not only does this improve customer relationships, but it also produces brand loyalty, which will help your business continue to grow, and repeat customers are likely an essential piece of your customer demographics.

4) Reflexive Scalability and Growth

As your business grows, your customer service efforts will have to grow as well. That kind of scalability isn’t as easy as it sounds. It’s expensive, time consuming and all together inefficient.

But it’s also important to note the ebb and flow of businesses. For example, e-commerce and B2C clients can experience heavy call volume around the holidays or during peak seasons, and taper off in less busy months. Staffing up, therefore, means you may eventually have to staff down.

Outsourcing to a call center means we scale with you. We grow when the call volume is higher, and move employees elsewhere when the calls aren’t coming in.

5) Data Analysis

Call centers come with a lot of powerful tools. We’ve discussed most of them, but what’s really intriguing for business growth, is data analytics.

By using a call center, the team will take the information gleaned from the calls they take, and report them into measurable, understanding pieces that you can digest, learn from, and ultimately use to grow and improve your business processes.

Using your own team for an analytical piece like this is time consuming and a poor use of their time. Relying on these analytics from a Call Center Team will allow those same team members to take actionable steps, rather than crunching numbers.

If these reasons still aren’t enough to convince you, reach out to Callzilla today, and one of our team members will assist you in making your final decision, or with comparing other call centers you might’ve been prospecting.

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Topics: Call Center Insights