In the last couple of decades, outsourcing non-core work to an external offshore location has significantly risen. According to Deloitte's Global Outsourcing and Insourcing report, the main reason behind this move has been largely economic, as offshoring offers a competitive price point, and businesses can focus on core strategic competencies. Though there is a small growing reversal trend where enterprises previously outsourced their functions bring it back to their country, only 16% of respondents are taking back their work. The remaining 84% of respondents want to benefit from the advantages offered by call center outsourcing.
Lately, customers are demanding round-the-clock support - anytime, anywhere, on any device. Setting up an in-house call center operation is both time-consuming and expensive. Moreover, providing round-the-clock and after-hour support is not a realistic option for many enterprises across the globe. Call center outsourcing service providers who have their delivery centers worldwide can provide you the service that 'follows the sun' with multi-channel support systems and deliver value by increasing customer satisfaction.
According to ISG's Peak time for contact center outsourcing report, enterprises are unable to handle peak volume overflow, resulting in unsatisfactory customer services over a period that is hurting their business. By outsourcing your call center services to an external location, you can ensure that it addresses this problem. With improved service levels offered by call center outsourcing providers, enterprises can focus on their core competencies and improve their performance in the global market.
A complex economy coupled with growing business across geographies and increasing customer base has given a clear indication for contact center operations: the conditions are favorable for call center outsourcing buyers. There is a high internal operating cost and less than optimal call center agent productivity at many enterprises that turn the tide in favor of outsourcing. Offshoring call center operations to countries like India, the Philippines, Poland, Costa Rica, Sri Lanka, etc., can save 50% of operating costs. Today, call center outsourcing is not just about saving money; and it is a strategic tool for enterprises to power the 21st-century global economy.
Call center outsourcing providers have in-depth knowledge of providing services to various industries. The key personnel working for these outsourcing vendors will provide valuable insights and apply proven strategies, which only come with years of experience. With the help of advanced technologies and call center analytics, they can provide personalized customer service of the highest quality.
On many occasions, an in-house call center service is subject to low volumes. This is a costly proportion for enterprises where there is no guarantee of profitability. By outsourcing your call center operations to an offshore location, you can work with flexible pricing options and manage your costs better. Vendors usually work on the cost per transaction (CPT) model, and to ensure profitability, they have placed robust tools to precisely measure per-call costs. This cost management level helps enterprises evaluate the effectiveness of their marketing campaigns and their overall operations.
By outsourcing your call center operations, you are saving costs and capturing the data on various fronts. Outsourcing vendors know the importance of the data, and they can turn that data into actionable insights that help improve the clients' processes. The key aspect in providing a great customer experience is to anticipate their needs, and this can be done via converting call center analytics into actionable insights.
Gone are the days where call center operations solely depended on phone calls. Today, they provide a multi-channel support system and provide touch points across all digital mediums such as email, webchat, IVR touchtone, social media, SMS, Smartphone application, IVR speech, video chat, and more. This holistic approach by call center outsourcing vendors drives many enterprises to look for an external service provider. Moreover, businesses that provide multi-channel support enjoy twice the customer satisfaction year on year. It is highly impossible to get this kind of advantage in-house at a competitive price point. It's been more than 20 years that enterprises started outsourcing their call center operations to an offshore location, and the growth seems to continue on a positive trend. There was slight apprehension in the past, but today there is a growing acceptance from enterprises across the globe towards outsourcing customer service operations to an offshore location to avail the benefits it brings with it.
Invensis is a globally leading call center outsourcing company serving clients located across the globe, since the year 2000. We offer inbound call services and outsourced customer services, along with complete contact center outsourcing.Visit Call Center Services to know more.
Invensis, a pioneer in providing IT-BPO services with more than 20 years of experience offers you unprecedented and high quality call center services. Invensis provides call center services such as sales and customer acquisition; technical support / helpdesk services; multi-channel support; customer care; debt collection and more. By partnering with us, you can leverage the benefits of our state-of-the-art customer engagement contact center solution, without having to invest in the technology in-house.