Businesses usually struggle when they have to balance core competencies and customer experiences. Be it a retail enterprise, healthcare organization, or banking institution; meeting customer expectations is always a headache.
This is when they think about inbound and outbound call centers that can take care of customer queries and issues, helping businesses to concentrate more on essential core functions.
Many industries even look forward to outsourcing sales support and upgrading their customer services. However, some people still find it challenging to make a decision on this. There is always a debate between inbound call center outsourcing and outbound call center outsourcing.
The call center outsourcing concept is different for different people. Some say it is good to invest in a third-party company for professional customer support solutions. On the other hand, some disagree with this by saying it can be risky to reach out to a call center outsourcing solutions provider. The following pros and cons will give a better overview of this.
Pros of Outsourcing Call Center Services
Following are mentioned some advantages of Outsourcing Call Center Services.
Outsourcing call center services are less expensive than setting up an in-house team for the same. It eliminates the cost required for hiring talents, developing infrastructure, managing agents, training & development, etc.
This is one of the most important reasons businesses look for an ideal customer support outsourcing partner. Whether it is an offshore, onshore, or nearshore agency, they are worth the investment as they help to lower the overhead costs.
MNCs lean on outsourcing agencies as they get a chance to team up with a professional workforce. According to recent research, contact centers usually have a team of dedicated experts to deal with large volumes of customers every day.
They are skilled enough to handle simple to complex issues and have a strong knowledge base to deliver appropriate solutions to any question. Of course, such an outsourcing partner helps businesses overcome staffing concerns and eliminate the need for hiring resources.
24/7 customer service
Customer support executives are responsible for delivering positive experiences and increasing customer satisfaction simply by meeting their expectations. With call center outsourcing, businesses get a chance to team up with these agents who are ready to serve customers round the clock.
Be it during holidays, weekends, or before and after office hours, call center agents are always available to assist customers. This helps businesses to operate successfully in different countries across multiple time zones. Outsource customer service will result in better handling of loyal customers.
Advanced technology access
Modern contact centers have the potential to serve customers using AI-powered systems. These digitalized platforms are used to streamline the customer support process, improve work efficiency, reduce workload, decrease labor costs, and, most importantly, enhance customer satisfaction.
Though many in-house call center teams try to have the same access, they require heavy investments. Unfortunately, these investments are massive and not cost-effective for businesses with small budgets. This gives businesses another reason to choose outsourcing sales support over other customer support alternatives.
Cons of Outsourcing Call Center Services
Call Center Outsourcing costs can be the biggest challenge for small businesses. However, below mentioned are the disadvantages of Outsourcing Call Center Services.
In-house call centers pay more attention to the company’s objectives and success. They craft customer-support strategies that help businesses create a competitive edge in the marketplace. This is one strong reason why many small and medium-scale enterprises prefer to have their own call center team.
On the other hand, businesses outsourcing call center services may encounter multiple security risks. They may either get exposed to vulnerable activities that include data theft, data breaching, etc. Or they may encounter various unauthorized accesses.
In addition, the risk of losing private customer information and other confidential data makes businesses suffer from poor brand loyalty. However, the only way to get out of these security issues is by finding a certified call center and checking out its security mechanisms.
Poor control over workforce
Businesses have enough control over the in-house customer support team. Just like they can spend time managing other departments, they must also pay attention to their in-house call center agents and optimize their work efficiencies. Studies have even displayed that an in-house call center team has a good knowledge of the brand, its products or services, and its marketing goals.
On the other hand, a call center outsourcing team has poor knowledge about the brand and its products or services. This often creates difficulty for agents to understand and resolve customer problems, thereby generating poor customer experiences and poor retention. However, if you have an in-depth discussion about your brand with the outsourcing team, you can certainly witness a huge flow in the customer base.
It is definitely worth investing in call center outsourcing solutions. Call center outsourcing solutions providers utilize the power of innovative technologies and automation systems to deliver exceptional services. They have experienced professionals to deal with complex queries or issues raised by customers, ensuring businesses that their customers will be satisfied and feel appreciated.
Moreover, these call centers are efficient enough in building real-time reports and generating insightful data that further help businesses make better decisions. This excites many small and medium-scale enterprises to think about outsourcing solutions over in-house customer support teams.