Why our clients have chosen to outsource their centers?
Outsourcing has many advantages: cost reduction, work overload management and the reliability of a service provider.
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The choice of outsourcing
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Internet service providers, banks, insurance companies and mobile telephone operators
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The activity of call centers is in fact a very specific domain with its own terminology, its own equipment, its own methods and very specific techniques.
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Choosing to outsource is not always easy, especially for companies who want to control their brand image.
When is “outsourcing” a call center considered judicious?
List of cases when the professional services are recommended:
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telecommunication services is fluctuating, for example with a seasonal activity
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business volumes are irregular (peak activity)
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company prefers to focalize its financial and human resources on its core business
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when launching a new activity
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when a company wishes to benefit from the expertise of an outsourcing service provider
The combined solution
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Many companies use a combination of an in-house call center backed by the services of an outsourced provider. This solution may be a short and medium term option for companies that fear handing over their customer service to another company.
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For example, when the in-house call center is saturated, the outsourced service provider can handle the overflow of calls and unburden the customer’s center.
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The service provider’s telephone agents can also handle the contacts considered less "strategic". The core activity is taken care of in-house, while less specialized calls are covered by more generalist telephone operators.
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Moreover, the combined solution makes it possible to compare the two services (in-house and outsourced) and determine the most advantageous solution. Prospecting, appointment scheduling, customer service, requests for basic information can easily be outsourced.