10 Reasons to Outsource Your Call Center pt2

6. Quality control – companies that provide professional call centers as a service strive to achieve a certain quality that they defined in their service level agreement (SLA). This means that all customers’ calls and messages will be monitored for quality. Such quality metrics like answer time and first call resolution have top priority, for example. Such metrics are carefully monitored with the proper tools and processes. Also, such companies follow improvement plans and can easily reach the quality defined in the SLA. In-house call centers, on the other hand, may not have the needed technology or expertise to quality monitoring and performance improvement;

 

7. Latest technology – outsourced call centers invest in the best technology for multichannel customers contact and quality monitoring. They use the latest software tools with features that include VoIP, email, live chat, SMS and social media – everything that can provide the customer with different channels for easier contact. And because they work with multiple customers, they can spread out the costs, while such tools can be quite expensive for the regular in-house call center;

 

8. Industry knowledge – the providers of call center services have a good knowledge on call center services as a whole, because of their big experience and long line of customers through the years. Such contractors can provide his customers with valuable insights and information and will use proven strategies. However, in-house call centers often don’t have the experience and sometimes even the know-how to lead a successful campaign;

 

9. 24/7 service – problems happen all the time and customers will always prefer speaking to or chatting with a real person even if it’s in the middle of a Sunday night. But such kind of availability isn’t realistic option when it comes to in-house call centers. The providers of professional customer services can deliver service around-the-clock and always be there for the customer when he or she needs them;

 

10. Data analysis – the companies that provide call centers as a service generate large amounts of raw data by many marketing campaigns for their different customers. The managers of such companies recognize the importance of capturing and analyzing such information from calls or emails, because it can help them unlock valuable insights which can improve their metrics or even their customers’ processes. For such data gathering and analysis, the providers use the proper tools, which can come as a little “pricey” for the generic in-house call center.

 

Do you think these are good reasons to outsource your call center? Check out our cervices and contact us if you think we can help you with your business.