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December 16, 2019

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5 Reasons Why You Need to source a Call Center for Your Growing Organization

There is a new wave of co-sourcing which most established firms are going for. What exactly are you set to gain when you hire a call center? As an external service provider, the call center takes charge of oversight of all the hiring, training, recruiting and management of the call center agents. This also includes taking care of the daily operations which are contracted.

Co-sourcing of call centers has been seen as a low-risk endeavor for outsourcing. It is a cost-effective manner of maintaining a whole in-house workforce for call center agents. Here are some basic benefits you are set to gain from co-sourcing a call center workforce.

1. Reduced Cost of Operation

When hiring a call center, it is considered a cost-effective means of maintaining a whole call center workforce. It boils down to reducing costs related to staffing with a portion of the call center agents. When outsourcing to a call center, you shift all the related costs of establishing a call center to the service provider.

It also reduced to reduced infrastructure and related overhead costs includes external service provides making use of their own call center software, telephone devices, servers, and software. It also leads to potential fixed costs as part of the variable costs. When you add up all these costs saved, it leads to large savings which can be put in other departments.

2. Improvement in Call Quality with Peak Hours

Backed with a highly trained and expert staff comprising of call center agents, they can handle different levels of calls. This means that you will improve the service quality, especially during peak hours. When the customers are making numerous calls, you can rest assured each of their concerns are being looked into.

In terms of overflow calls, they can be routed to the call center thus reducing the wait times and customer frustration. There will be a close relation between your in-house agents together with the outsourced agents working together to solve the concerns and needs of customers. Hence, you will take advantage of the improved customer care quality while decreasing wait times during peak hours.

3. Decreasing Call Abandonment

When contracting the overflow calls to external service providers, you will be doing away with the high call abandonment rates and wait times. With each customer call, it will be handled with a professional call center agent with expedited services for customers. This removes the chances of losing out on customers due to long wait times.

4. Increased Service Levels

When you look to improve your service level as a metric, hiring a call center workforce is the perfect solution. With the increase in call volumes and reducing service level, you need to outsource the overflow calls through the hired call centers. This ensures that the wait times will be decreased while increasing the service levels.

5. Continued Business Productivity

When you hire an external service provider, they take care of your all your calls through their call center software. This is especially important in case of a disaster or emergency with your in-house agents. This also helps in times of power outages or during system maintenance in your office.

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