What is the Advantage of Outsourcing Phone Services?

Are you interested in outsourcing your business’ phone calls?

You’ve come to the right place.

There are many reasons why you might want to consider outsourcing your inbound calls.

For smaller companies, who don’t directly deal with customers, this may not be a realistic option. But for larger companies who need to speak with the public each day, this could be a great longterm solution.

In this article, we’ll take a look at the advantages of outsourcing your call center. We’ll help you decide if this is a solution you might want to consider for your business, either now or in the future.

A Big Advantage of Outsourcing: It’s Cost Effective

Outsourcing your calls is incredibly cost effective. This is because you no longer need to pay a staff a salary to handle the calls. Instead, you’ll pay a service fee to have the company manage your inbound calls.

This can free up some of your company’s money for other projects.

It Gives Your Employees Time to Focus on Other Things

If you have an employee who is supposed to man the phones and do other projects, their entire day may get swamped with manning the phone. The other projects might get swept under the rug.

With an outsourcing company, you can simply use your staff for other things.

If you have an admin staff that was formerly answering phones for most of the day, they can focus on other tasks and responsibilities. This can help your company grow exponentially.

Call Centers Know What They’re Doing

One reason people hire call centers is that they know what they’re doing. While you may have a great product you’re selling to the public, your team may not have great customer service skills. You may not be equipped to understand how to hire someone with great customer service skills either.

Call centers, like Ansafone Contact Centers, are already adept at handling issues. They can train their employees to de-escalate issues and treat customers fairly. This means you won’t need a crash course on customer service just to continue running your business. You can leave that to the professionals.

You Won’t Be in a Rush to Hire or Fire If Your Business Changes

If your business changes, you won’t have to hire or fire anyone. The call center can handle your increased or decrease volume for you. While you may need to make internal switches if things change financially, you won’t have to lay off an entire customer service team.

On the flip side, if business booms, you won’t have to spend time hiring the perfect customer service candidates. You also won’t have to waste your time trying to figure out how to field the calls and inquiries in the meantime. The call center can handle everything.

You Won’t Have to Train Employees

If you were to operate the call center yourself, you would have to train the employees who came to work for you. This would mean taking time off other tasks or asking your team to take time off their tasks. As a result, this would push things back for you, potentially pushing back product launch dates and other important events.

An outsourced call center can do all of that for you.

Your Customers Can Have Issued Resolved More Quickly

If you operate your customer service line, you may only be open during business hours. This limits your customers calling Monday-Friday, usually during their workday. Most people don’t have the time during the day to contact your customer service, which might frustrate them even more.

Many outsourced call centers operate 24/7 regardless of the holidays. Some may even be in other countries so that you don’t have to worry about people having time off for Christmas, Easter or other western holidays.

This means your customers can have issues resolved when it is convenient for them. You will then have higher satisfaction rates and happier customers in general.

A Call Center Can Help Your Business Expand

As we mentioned in the previous paragraph, if you outsource a call center, customers may be able to speak to your company 24/7. This means you can expand your reach without having employee people around the clock.

If you want to sell your items in Europe, for example, but you’re in Canada, you’ll need a way for Europeans to contact your customer service. Asking them to call when your office in Canada is open is not convenient for most people, which will increase frustration and decrease the speed at which customers issues are resolved.

A call center means that your business can go global at any time. You can expand or decrease your size as well without having to lay off or hire brand new employees.

It Means You May Not Need an International Office, Or Can Delay Its Opening

As your business starts becoming global, you’ll likely need an international office at some point. There will be a need to develop for people who live in that location. However, if you have an outsourced call center, you can begin that process without having to open up an international office immediately.

An international office is a big commitment, which means training staff, finding locations and other considerations. Having a call center that can handle calls from that country eases your company into that environment without making you jump in head first.

Should I Outsource My Call Center?

Outsourcing your call center can be a big decision. However, most businesses find the advantage of outsourcing far outweighs the disadvantages. Not only does it allow your company to be flexible and free up time, but it is cost-efficient.

As your company expands, hiring an outsourced call center is something to consider seriously.

For more information on growing and expanding your business, visit our website.