How Call Center Outsourcing Can Improve Your Business

Call Center Outsourcing

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Customer service plays an important role in businesses. Excellent customer service leads satisfied customers, and this leads to increase in sales, which is what businesses are after. Hence, it is important that businesses provide satisfying customer service to increase their chances of success. However, how do you provide such service?


One way to offer your customers satisfying services is to seek the help of BPO companies. Outsourcing call centers provide a number of benefits to companies. But the question is, in what ways do these outsourcers improve one’s business? Find out how below.

By reducing costs

Setting up an in-house call center is costly. It requires huge investments—from the establishment of facilities to staff training—in both money and time. In addition, monthly fees and employee benefits of in-house staff take up portion of the company budget, which could have been spent on more important projects.

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While establishing your own call center is a good investment, albeit expensive, outsourcing the task to another company has more benefits than you might have known. Aside from cost-effectiveness, partnering with service providers can reduce the costs associated with in-house call center as stated here. These unknowable costs include the following:

• Acquisition of new call center space and equipment.
• Additional HR and accounting staff.
• Additional utility bills, insurance, and maintenance contractors.
• Hiring and training agents, supervisors, managers, coaches, and IT staff.
• Installing and maintaining up-to-date secured technology.
• Integrating existing business structure with new operations.
• Paying full salaries and benefits during off peak seasons.
• Providing severance compensations for staff layoffs.

In outsourced call centers, you only need to pay the skilled labor when you need it, and won’t cost you when you don’t. Service providers can even share agents with multiple clients like you. This “shared-agent” approach can even reduce the cost-per-call rate for clients, unlike the per-hour basis in in-house call centers.

By boosting service levels

Outsourcers often have a pool of talented and experienced individuals who can offer valuable insights and proven strategies to your company. With years of experience, they are capable of increasing service levels that all companies want to achieve.


On the other hand, service providers are also experts in capturing and analyzing big data, turning them into a useful tool to further improve service levels. Their experience working with different clients has gained them the advantage to gather enough information to create effective strategies they can use in the industry.

By increasing customer satisfaction

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Outsourcing call center agents are trained in handling multiple clients’ processes. This makes them flexible and can adapt to different scenarios. On that note, they can provide customer satisfaction with their wide experience and vast customer service knowledge.

In addition, since outsourced call centers follow service level agreements (SLAs), they are required to handle all calls and messages in every channel professionally. Unlike in in-house, the outsourced staff highly prioritizes answer time and first-time call resolution. This leads to fewer to no call abandonment cases because of long waiting queues. The faster the answer time is, the more satisfied the customers are.


Furthermore, more satisfied customers also translate to consumer repurchase and loyalty, reduced customer churn and negative word of mouth, and all this becomes a a point of differentiation for your business.


Outsourcing call center for your business can help reduce cost, boost service levels, and increase customer satisfaction. By achieving all of these, your company is eventually bound to see an increased sale, thus, improving the state of your business. It’s a chain reaction, and all that can be achieved if you outsource now.