Outsourcing is a popular business practice of contracting with another company for a specific task. In Simple words, outsourcing is the process of using third-party service providers to handle certain business functions. At one time, outsourcing services were limited to large, multinational corporations and business giants but today businesses of all sizes can realize the benefits of outsourcing. The process of outsourcing dates back to the 1950s, but it gained new recognition due to the development of IT instruments in the late 90s that made outsourcing more practical and productive.
Need for Call Center Outsourcing?
One of the business requirements nowadays for running a smooth business is to handle client’s concerns 24/7. We at Maxicus understand your struggle and are here to provide you with the best customer support service you can afford. A quick action or addressing towards the concern sometimes can be the turning point in your business. Whether it is a customer support issue or a buggy product, one must always be equipped to handle customer inquiries 24/7.
Dating us back from the Stone Age to this modern era, there is one thing that is not stepping its foot back and that is Technology. It is a business that will never end and we can just adapt ourselves with the modern gadgets and dynamic technologies, failing which will be a barrier in our progress and business growth. One of the main strategies that companies consider while reducing the cost of investments is call center outsourcing. Many companies stand firm with the idea of call center services and the cost savings it offers.
India as an emerging hub for outsourcing call center:-
Three major factors i.e Cost savings, improved quality, and boosting productivity have encouraged companies to outsource call centers. India is the hub of outsourcing due to its comparatively less compensation, skillful communication, English-speaking audience, and suitable government policies.
Industries nowadays are having a tough competition and this has raised the bar for security and disagreement issues. A practical way to avoid breaking customer expectations is really important in this modern era of machines. Growth and Expansion of business is the prime goal of all organizations and huge capital investment is done for achieving the results.
Don’t Worry! Call center outsourcing services can assist you with everything, starting from Initiating a project and execution plan to completion on time. Call center outsourcing services are really budget-friendly, save tons of resources and time. Businesses can focus on core activities like the development of products and services, strategies of sales and content. So, instead of recruiting company employees for customer support departments, selecting outsourcing call center service saves a lot of money and resources for your business.
Maxicus, with 15 years in this industry, has worked with some of the largest brands and industry leaders; helping them enhance Customer Relations, Experiences, and Business Capabilities. Maxicus has stood strong as an efficient customer service provider to a plethora of clients’ business relationship management. Maxicus is an independent, technology-based Back Office & Customer Support vertical under the KocharTech umbrella. With over 4000+ Solution Providers, we at Maxicus, leverage technology to create disruptive solutions to enhance the operational capabilities of our clients’ businesses.
Advantages of Outsourcing Call Centres:-
1. Reduces company expenses –:
Call center providers can reduce the cost of equipment, facility, and training cost. A good businessman will look forward to an opportunity to eliminate its costs at any given point.
Outsourcing call centers remarkably terminates if not reduces the cost associated with running a call center and saves time, money, and efforts.
2. Work with the Latest Technology in the Market:-
Outsourcing provides research and investment in the best technology for multi-channel customer support. There are multiple software and cloud-based tools used in call centers that enhance the user-friendly and make an affordable experience for the business.
3. Round the clock service provided:-
24-hour clock availability isn’t a realistic in-house option for most organizations. Outsourcing providers with call centers worldwide can deliver service at a nominal price.
4. One Can focus on what matters:-
Outsourcing comes with lots of benefits. By letting go of the supporting process, the organization will be able to focus more on improving the skills related to the core processes that will lead towards the growth of a business.
Disadvantages of Outsourcing Call Centres:-
5. Breaching Data:-
It is really important to exercise caution whenever using customer data, although outsourcing customer service providers will exercise all the cautions whenever using customer data but this era of modern technology is really unpredictable and might lead to data theft.
6. Quality is compromised:-
Most of the outsourced companies are motivated by profit rather than doing a job well.
Even though the job will be done in time, still there will be a lack of quality and standards compared to the service provided by the company on its own.
7. Risk of losing managerial control:-
Losing control over the management of a business function means that you may no longer be able to control operations and deliverables of activities that you outsource.
8. Communication Issues:-
This is not a major drawback because it doesn’t always come into play, but it can be the biggest potential drawback.
Freelance service providers or outsourcing Company – Whom to approach?
When it comes to outsourcing, there are 2 options either go with freelance service providers or a top customer service outsourcing companies like Maxicus, one can always rely on companies instead of individual freelance service providers because freelancers often lack commitment and more often a skill which often leads to compromising with the quality, time-wasting and even lead to project failure in some scenarios.
On the contrary, companies are committed to providing the best services.
The reason for selecting the company is that it always tries to maintain quality at its best so that its reputation isn’t damaged.