Have you given outsourcing your call center any thought? It’s been around for a long and has historically been investigated by several firms.

Is there a potential skill gap in your staff or are you unable to manage a certain process? Is outsourcing the answer? Does the seeming ease of use justify the possible drawbacks? Continue reading to learn more.

Outsource Your Call Center

Running a business is not an easy feat in the modern world. It has been changed a lot with omnichannel marketing and customer service, cybersecurity issues, and the quick development of business IT, than it was twenty years ago,. It should come as no surprise in this context that business process outsourcing has grown in popularity as a way to handle a range of requirements, including accounting, contact center services, and tech support. Some major enterprises contract with companies that have the know-how and commitment to do high-quality work to handle whole departments, projects, and tasks.

That being said, there is a typical fear associated with outsourcing services. While some executives and company leaders worry that sensitive data and information won’t be secure, others are concerned that outsourced business procedures would be of lesser quality. These worries are, at most, unfounded, particularly in an era where BPO can consistently service even the largest niches.

A COMPANY SHOULD OUTSOURCE AND WHY?

The issue of “When should my organization outsource?” will never have a clear-cut, sector-spanning response. Establishing a general norm that all businesses are unique—not in the corny sense that they all have distinctive selling propositions—would be fantastic. Instead, every business has unique requirements that are established by its leadership. They will manage the procedures described differently and have distinct organizational structures.

Having said that, there comes a time when every business needs to consider investing in BPO. Elliot Richardson, a Chicago attorney and president of the Small Business Advocacy Council, told Crain’s Chicago Business that businesses tend to overspend relative to their revenue after some procedures become more time-consuming to handle than essential business duties. Every corporation will arrive at that position at a different moment. Smaller businesses in particular may be more inclined to keep some procedures under wraps if they are at a particular stage of their corporate roadmaps.

BPO Services Offered by Indian Companies  

Now that you are somewhat informed on the Indian BPO market and how it has changed over time, let’s take a closer look at the services that are available when hiring an Indian BPO business for outsourcing.

Customer Support/ Service: It is among the most well-known services provided by BPO firms in India. Multichannel support, inbound and outbound support, and technical help are all included in the customer support services. Customers may be reached through a variety of channels, including social media, emails, SMS, and phone calls, thanks to the multichannel support. Customer inquiries may be quickly resolved with the help of inbound phone assistance. Conversely, outbound assistance enables proactive outreach for surveys and follow-ups.

Data Entry: Since the beginning of the Indian BPO industry, data entry has been a fundamental service offered. Data management and entry into several electronic databases and spreadsheets are key components of this service. Businesses may use the data entry service to help with mistake correction, cross-checking, updating, and new entry creation for a current database.

IT Support Desk/Technical Support: The primary goal of this service is to support clients who are having technical problems. IT-related questions like troubleshooting, hardware, software, network, email, and remote desktop help are answered by the technical support agents. When hardware problems arise, they work with vendors to replace or repair equipment. Using remote desktops, the experts fix issues with the client’s computer and instruct them on how to utilize certain applications.

Human Resources (HR) Support: The business process outsourcing (BPO) sector in India offers Human Resource (HR) outsourcing services that free up firms to focus on their core capabilities rather than worrying about organizational growth. Recruitment Process Outsourcing (RPO) is the first common HR service; other common services include employee onboarding, training, and development coordination. These services include things like exit interviews, performance evaluations, document verification, salary disbursement, and candidate screening.

Costs of Call Center Outsourcing: Things to Think About

Let’s say you do choose to entrust an outsourcing provider with managing your company’s call center. What variables affect the kind of expenses you will be analyzing?

Dedicated or shared service: It is less expensive to divide the expense of a taxi ride with a buddy than to have the entire vehicle to oneself. With outsourcing, the same idea holds. You should budget extra if you want an outsourced workforce to focus just on your company.

Model of payment: The most popular payment arrangement for call center outsourcing is often hourly. You will only be charged for the time that the agents spend answering calls using this method. Contracts may, however, also provide for performance-related remuneration or a combination of the two. An outbound sales service is a classic example of this.

Call volume: Generally speaking, an outsourcing company’s expenses may increase in proportion to the number of calls they must place or receive. However, you won’t always discover that the fee rises when call volumes increase unless it’s expressly stated in the agreement.

The contract can include this modification. Nevertheless, depending on which supplier you choose to deal with, this consideration may be a significant one in the first contract talks.

Service range: You will probably have to pay more for the more services you require. It also matters how skilled a person must be to provide each service. You will frequently spend less if you only need someone to handle basic inbound phone assistance than if you want marketing expertise to handle outbound lead creation, for example. Think about the ratio of services you require to what you can afford.

Location: A VoIP contact center may function from any location in the world, owing to advancements in communications technology. However, the cost of outsourcing services is usually determined by the location of the company. They have to factor in labor, property, and other expenses in their native countries as enterprises.

Searching for an Outsourcing BPO Firm

Small and large organizations can use the Indian-based telecalling outsourcing platform Noida Exim. It provides best-in-class services by fusing the capabilities of AI and people. We assist you in monitoring your campaigns with complete transparency thanks to our tech stack. Maximum lead connection is made possible by our system-driven omnichannel outreach. Above all, Noida Exim doesn’t charge partners a set fee because we operate on a usage-based pricing model.

FAQ

What are the drawbacks of outsourcing customer service?

A significant number of the hazards associated with outsourcing customer service stem from the potential mismatch between your company’s objectives and procedures and those of the outsourcing provider. For starters, it’s improbable that an outsider will comprehend your company’s operations as well as your staff members.

Furthermore, third-party agents may occasionally lack the motivation to produce the outcomes you’re hoping for as they don’t directly stand to gain from your accomplishment.

When you consider the possibility of data security issues and potential inefficiencies with cross-team collaboration, it’s understandable why many businesses would reconsider outsourcing.

Is Call Center Outsourcing and Business Process Outsourcing the Same Thing?

Though not quite the same, the two are connected. BPO essentially refers to the outsourcing of any type of business operation. Thus, it is not unusual for smaller businesses to contract out for services like IT support or account management.

It’s a more specialized specialty since call center outsourcing is just one of many procedures that may be outsourced.