When your customers are kept satisfied, your business’s image improves. But maintaining a high level of customer satisfaction is not an easy task. A lot of things need to fall into place for achieving the desired results. From a management’s point of view, certain customer support and process metrics need to be maintained. So, while choosing call center outsourcing company, it is vital that you choose a vendor who can deliver on Service Level Agreement (SLA) and keep the metrics as per expectations.
Generally, the companies plan to outsource the call center process to decrease the hassle and control the cost. But the process is not limited to these two benefits. Actually, it can be a highly profitable decision for a company as multiple factors are associated to it.
The processes outsourced to a call center include customer support, telemarketing, appointment scheduling and order taking to name a few. Telemarketing and lead generation directly help in generating profits for the company.
It does not require rocket science to understand that customers play the major role in driving the business. Therefore, every firm works extremely hard to improve customer support process as per the needs of the customers.
But companies often get confused if outsourcing is the right decision when it comes to customer support and other call center processes. You can actually analyze some signals and scenarios related to business in order to clear your doubts related to outsourcing of these processes.
Whenever a company plans to outsource call center process, cost-effectiveness is the major factor that drives this decision. Some sectors where outsourcing is highly popular include telecom, healthcare, retail and real estate to name a few.
But one question often lingers into mind of several people from different sectors, especially those who are about to outsource this process. The question is ‘How come call center firms are able to deliver finest form of services at economical prices?’
Let’s study different factors associated with call center processes that will help in answering this question.
Admit it! Happy clients are protagonists of the success story of every call center firm. A happy client will not only continue his association with the firm for a longer period but will also recommend the vendor’s name to others in his business circle.
Call centers in present scenario acts as oxygen for consumer-driven businesses without which these businesses may cease to exist. The call centers have always modified there processes to meet the demands of constantly changing consumer behavior.
Services Offered By Call Centers
Generally, the call center organizations offer inbound and outbound services. Inbound services basically consist of customer support, general product queries and order taking services. On the other hand, the outbound services comprise of telemarketing, lead generation and customer satisfaction surveys.
India, which is seventh largest country, tops the charts when it comes to call center industry. From 1990s, the world has witnessed a revolution in India in terms of call center outsourcing. In fact, the firm Tholons stated that top ten outsourcing cities in the world consists of six from India, as per December 2014 report.
Types of Call Center Services in India
India being a country with renowned call centers provides services in multiple formats. Some major services which are available from this region include:
Several companies usually get confused when it comes to outsourcing the call center process due to multiple factors linked to it. Some major processes which associated call center outsourcing are customer support, order taking, telemarketing and lead generation etc.
Going through the advantages and disadvantages is essential before finalizing the outsourcing vendor to maximize return on investment and minimize failures. Some major pros and cons which are part of outsourcing are discussed in this section.
Business is all about gaining profit from wise decisions taken at the right time. And considering the option of outsourcing your order taking process can indeed prove to be fruitful for your business.
Several call centers offer order taking service in their catalogue of inbound services. These services are usually modified by the companies as per the requirements of the business.
The order taking service can be a vital process for various small and medium sized businesses like:
• Delivery restaurants
• E-commerce companies
• Pet supplies
• Flower and gift stores
• Insurance services
Let’s go through major perks linked to the hiring of order taking call center companies:
Business magnate Warren Buffet has rightly said, ““It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
And the reputation of any company lies in the quality of customer service. Outsourcing the customer support services is the trend which will never go out of fashion in business world.
But often, the entrepreneurs have second thoughts about outsourcing.
It is imperative for someone to have confusion related to outsourcing of customer support services.
But one can’t deny the fact that outsourcing of this process comes with multiple perks tied to it.
Here are the major advantages which prove that contracting out customer support service is the best decision of a company.