Page 15 - VIA SERVICES PROPOSAL

BENEFITS OF OUTSOURCING CALL CENTER

Flexibility: The flexibility obtained from outsourcing your call center services is proving too good for
most companies to just let it slip off their hands. Any business strategy that allows a company to adapt to
changing market needs is a welcome strategy. It can allow for a company to move into a new market,
with the difficulty that usually comes with moves – the language barrier, a whole new demographics,
different culture and worldview of the intending customers, becoming of little or no consequences.
Efficient call center service providers will mitigate these initial challenges by helping you to connect with
your new customers, thereby leveraging on your new business environment. They understand the
people and the terrain you’re about entering and will ensure you loses are curtailed, and profit
maximized.

Handling Overflow: There are certain periods when companies have spikes in their business. During
times like the festive seasons, there is an unusual amount of demand on a company’s products and
services, more inquiries on promotions and offers, more orders and technical support requests/aftersales
services. A company cannot hire, train and commit new service agents to handle the overflow within this
short period. What happens to the customer service agents after the boom season is over? Layoffs? That
would call for a series of mass lawsuits against the company in question. Simple solutions companies are
adopting is to outsource their customer service departments to outsourcers during the period of
customers’ deluge. It saves costs and ensures efficiency.

Competitiveness: An outsourced call center service provider brings with it the latest technology in
customer service relations that few in-house call centers of even top-rated firms can match. They know
the ins and the out of the customer service markets and hiring them ensures a level of competitiveness for
their clients. Many companies are becoming a part of this revolution in the call center industry. Allowing
your competitors and business rivals to engage these service providers without becoming a part of the
trend means you are losing your market and customers to rival companies. With an outsourced service
provider, a company can focus on innovating new products and services, while leaving the service
providers to engage the customers and report back on vital insights.

Cost-reduction potential: Most western companies are now offshoring their call center operations to
countries like India, Indonesia, the Philippines, etc. This strategy has been known to save costs for these
companies. Their growing customer base across varied geographies favours this strategy. For these
companies, their operational costs are reduced to the barest minimum, as research shows that companies
have been able to cut costs by as much as 50% using outsourced service providers. This Business Process
Outsourcing (BPO), has also become a part of the global enterprise to make the world a truly global
economy in the 21st century.