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Customer Service: What is Call Center Outsourcing?

Posted by Randy Clapp on Nov 19, 2019

A call center employee

No matter what industry you’re in, customer service is one of the most important functions for the success of your business. A great customer service experience can create a loyal customer for life, while a bad one could drive a customer to your competitor.

In fact, companies must do more now to improve their customer service and provide a world-class customer experience (CX) than ever before. According to a study from Microsoft, 54 percent of global consumers say that they have higher customer service expectations than they did just one year ago.

So, how can your company ensure it provides fantastic customer service support? Providing high-quality customer service requires significant investment in new technologies, employees, training, ongoing management and much more.

That’s why a large number of companies are now turning to call center outsourcing, empowering them to access world-class customer support strategies that are cost-effective and improves their profitability.

What is call center outsourcing?

Call center outsourcing is a service in which your organization will leverage the knowledge and expertise of a call center. A call center will handle your companies entire customer service strategy, from how customers contact you to issue resolution.

By taking on your company’s customer service strategy, an outsourced call center allows you to focus your internal efforts on your organization’s core competencies.

Next-generation outsourced call centers now go one step further than just superior customer service - they use innovative new technologies to improve your entire customer experience.

What are the benefits of outsourcing your customer service to a call center?

There are a wide range of benefits that your organization can realize from outsourcing your customer service to a call center. Outsourcing allows you to offer your customers services that you simply wouldn’t be able to afford, or have the knowledge to implement, if you did it in-house.

Not only will outsourcing realize a significant cost saving while providing superior customer service, you’ll also have access to technologies, such as artificial intelligence (AI), live call guidance and omnichannel strategies, that would be way too expensive to implement yourself.

Here are just a few of the key benefits that your organization will benefit from when hiring an outsourced call center:

  • The ability to scale up or down instantly: Does your business experience peak seasons in which you need to rapidly scale up your customer service workforce? This can be incredibly expensive to do in-house, but an outsourced call center makes it easy. Call centers are able to easily assign new workers to your company immediately, meaning if you are experiencing increased demand, customers won’t have to wait on hold for long periods of time.
  • Creating a customer experience strategy: No longer is it enough to offer great one-off customer service. Your entire customer experience needs to be amazing, from the moment a customer first finds your brand to every interaction after their purchase. Any modern outsourced call center should be able to create a customer experience strategy that engages with customers across a range of devices, reducing customer effort and improving customer satisfaction metrics.
  • Beating the skills shortage: The acquisition of talented and qualified workers, and strategically placing them within your team, is crucial to the success of your customer service strategy. Unfortunately, however, a study from Korn Ferry found that the United States is facing a shortage in skilled workers that could cost the country $1.748 trillion in lost revenue by 2030. Nearshore call centers offer you the chance to access highly-qualified workers at a fraction of the cost you would have to pay in-house.

Outsourcing your customer service strategy is a big decision for your business. It’s important that you choose a partner that works for the unique needs of your organization. That’s why Advantage Communications has created a five-step guide to explain exactly what your company can expect when outsourcing your contact center to us.

Do you want more information about outsourcing your customer service to a call center in Canada, serving global clients? Contact our team of experts today.

Download How to Outsource Guide

Topics: Contact Center




Randy Clapp

Written by Randy Clapp

Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.

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