Thinking of outsourcing your business calls? You’re not alone, as it has become the norm in many industries and sectors. In fact, according to Grandview Research, customer services will remain the leading position in the BPO (Business Process Outsourcing) market until 2030. This means that most businesses trust third-party call centres to look after their customers’ needs.
Struggling to handle the volume of enquiries in-house, or you simply want to free up resources to focus on other activities, outsourcing could be the way forward. It also gives you access to top specialists who can deliver a high level of customer service.
According to the FounderJar, 54% of businesses find their service quality the same after outsourcing.
Read on to find out why investing in a call answering service is key for business.
1) Cost-effective Service
If you don’t have an in-house call handling service, setting one up can be quite expensive if you need the business to hit the ground running. There’s a huge amount of infrastructure, equipment and technology to purchase and install. And then of course, there are staff costs. You’ll need to pay for high-speed internet and sophisticated telecommunications equipment, call handling software and much more.
When you outsource calls, there is a cost to pay – but it could work out much cheaper than setting up and maintaining an internal call centre. Outsourced call centres absorb all the above costs, giving you just one contract fee covering all the services you need. With the top reason for outsourcing among 70% of companies is cost reduction (Deloitte), it’s simpler, more straightforward and could save you a bundle.
2) Monitoring Calls
Even if your internal team can cope with demand, it’s unlikely that they’ll have the time to carry out quality monitoring and analysis. Third-party suppliers have all the tools and processes in place already, to provide you with regular quality reports and ensure a consistent level of service. And this of course means happier customers and clients at the other end of the phone.
3) Service Flexibility
Linked to cost, another major benefit of outsourcing call handling is flexibility. A third-party call centre has the facilities, staff and resources to deal with any demand. It’s adaptable enough to scale up and down to cope with fluctuations in demand, or sudden changes in your needs.
This just isn’t possible with an internal call centre, as you’d soon hit the ceiling of your capacity. Alternatively, you’d waste money on additional staff and resources during periods where they’re not needed – just in case of a sudden rise in demand.
Outsource Customer Services Today
There’s no one-size-fits-all price for outsourcing this service. This is because it’s crucial to get a tailored service that meets the exact needs of your business and customers. Alfonica’s All Day Answer solution guarantees all year-round customer service support, around the clock.
Several factors will determine how much it may cost to outsource to Alfonica. For example, the nature of your business, the size of your operation, and the hours you want your business to operate. Contact us today for a free consultation.
