Call center outsourcing helps generate smart leads and faster conversions costeffectively
Conventionally call center outsourcing has been major contributors to the economy in India and Philippines. This is because most offsite call centres are located in these two countries. Both these Asian countries have one of the largest English speaking populations in the world with Filipinos having the perfect American accent that works as an additional advantage. The fact that skilled and trained labour in both these countries is available at quite cheap prices makes them even more lucrative grounds for business process outsourcing or the BPO industry.
Call center tasks generally revolve around handling telephonic calls – and has two parts to it – the inbound call center and the outbound call center. Some key tasks that are facilitated by offshore call centres are:1.Outbound call center services • Tele-calling on customers with the purpose of selling a product or products to them • Tele-calling with the purpose of generating leads and/or qualifying leads • Conducting market research • Selling insurance, warranties, events etc. • Fixing up appointments • Mystery shopping 2.Inbound call center services • Answering calls and queries of customers over the phone • Acting as virtual receptionists, assistants and front-office executives • Providing for email and live chat services • Fixing up appointments on behalf of the representatives of the client company • Processing confirmed orders • Tracking and following up on dispatches and keeping customers updated on the movement.
• Handling customer loyalty programs of the client company. • Handling calls that land after officehours. The modus operandi of cost-effective call center service providers is that their hired team works from home and are virtually connected with each other through latest technology. This means that the client is able to save considerably more on his costs and investments. While looking out to contract or sub-contract with a call center outsourcing unit, it is important that customers ensure the following:1.Presence of talented and high-quality resources on-board the team. Service providers that have an effective screening and recruitment process should be preferred over others. Since the call center would be largely responsible for generating business or converting leads, it is essential that they have the cream of the cream as part of the team. The attrition rates would automatically be lower in such an organisation.
2.Outsourcing agents or service providers that offer flexibility in providing business process outsourcing services and offerings should be preferred over the ones that are rigid in their terms and conditions. 3.Outsourcing agents that provide online and offsite trainings to their team on a regular basis are better as they enable their recruits to keep upgrading their skills and knowledge. 4. Some top-quality service providers in the market offer performance guarantee of their call center team. So much so that they offer free replacement of resources if their client has performance related issues with the existing team. 5.Outsourcing agents providing remote call centre outsourcing services should be reasonably priced. In this context it is best to take quotes and compare with the pricing of an onsite call center. Top agencies are able to provide upto 70% savings on call center setting-up and hiring expenses.
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