Outsourced Call Centres: A boon or bane?

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It has been a long time that the strategy of enforcing external service providers for contact support is a matter of discourse. Where some business analysts consider it to be an asset, a few of them suggest otherwise. But it is not a decision to be made on the basis of individual perception. It requires physical demonstration to realize the outcome. To be more precise, this debate can be ended only with a self-implementation or the examination of other companies that have outsourced call centres. After investigating the operation of external service providers, there is an alleged conception to deduce the whole matter. A comparative study has provided us with the pros and cons of outsourcing contact centres. The result of this examination can be explained theoretically as follows:



 Pros

  • No set-up or hiring expenditure
Since you proffer the calling services to a third-party, there is no need to build another premise for running call centres. You save yourselves from the cost incurred in recruiting, organizing and training the staff. Moreover, other hidden costs that you may be charged with constructing and promoting an in-house contact centre is eliminated.
  •  No overhead costs
With the relief from labor, resource and other direct expenses you get an additional benefit of minimizing the costs on income statements, insurance, interest, advertising, telephone bills, and accounting. 
  •  Escalated growth
The outsourced call centres in UK hire experts that hold subject matter expertise. Their research and investigations lead to an increment in adopting excellent business tactics. This talented workforce from around the globe facilitates the exposure to latest trends and expands the scope. As a result, the overall growth is nurtured in terms of organization repute and rank.
  • 24/7 service provision
The outsourcing agents from all over the world follow different time zones. This is a reason for the steadfast and constant availability of their services.
  • Advanced technology
Because of the multinational approach, latest tools and state of the art techniques can be utilized to run the outsourced call centre program. This solves the purpose of sluggish call issues including call delays, missed communication and slow processing.
  • Flexibility
As soon as the responsibility to handle customer calls is given to external aides, the client firm is free to indulge in different functions. You can deal with distinct purposes and extend your services in multiple directions with the merit of outsourced call centres

  • Streamlined focus
Since the calling support is transferred outside, the main concentration can be laid on more crucial operations and tackle with core competencies. The agents are also focused as they are supposed to perform a single job.
  • Time-saving
Time, the most significant factor in a businessman’s life, is preserved through this option. Due to the employment of external sources to handle calls, a huge duty is minimized from the regime leaving an abundance of spare time to look after other faces of administration.
  • And several other
The list of advantages doesn’t end here. Increased ROI, scalability, quality control, data monitoring and collection are unavoidable profits of outsourced call centres other than the monetary bonus.
 
Cons
  • Dialect limitations
The broad expansion of the business realm that is developed after you partner with offshore vendors creates a boundary. This restriction is based on the difference in language and lifestyle throughout the world. As a result of distinctive lingual backgrounds, the customers often misunderstand or fail to connect with the operator.
  • Slow response time
The interconnection of calls and the routing inevitability is a major concern in the proper implementation of these services. The call re-direction sometimes causes a lag in response time. This disappoints the consumers on the receiving ends.
  • Privacy issues
Submitting your personal and professional information to an outsider is not always a wise option. There are frauds waiting for opportunities like these in the market. With this step, the confidentiality of data is not guaranteed to be in safe hands.
  • Hidden costs
There are a number of added expenses on hiring a third-party service provider. Costs involved in implicit activities such as logistics, service upgrades, management, inventory and authentication are not evident from far away. You may face these unforeseen charges afterwards.
 
Conclusion
 
From the above discussion, it is clear that the pros overshadow the cons and investing in outsourced call centres has very high chances of proving to be fruitful.

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29 September 2018 at 11:37 delete

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