How Call Center Outsourcing Has Transformed With Technology
It is surprising how technology is taking the world by a whim and forcing businesses to fit into the new system where everything is driven towards automation and artificial intelligence. Call center outsourcing processes are already feeling the heavy foot of technology. Companies outsource for various reasons: to save money, adhere to their areas of specialty and to get a better service at a fraction of the costs they’d have incurred if they had hired the workforce themselves. Companies also outsource to purge away operations that may distract them from their core vision, mission, and values.
Major Trends of Call Center Outsourcing
Development of Unprecedented Call Center Tools
With an outsourced team using efficient software, call center experience is bolstered. The sophisticated software we see nowadays in our workstations was not in use a couple of decades ago. Today’s call centers are diversified workplaces with numerous teams handling conversations from various sources including the social media, mobile apps, and web-based forums. The urge for change smolders in the heart of every company especially with today’s complexities in the realm of customer support.
Emergence of Cloud-Based Call Center Software
One form of outsourcing which is taking call center industry by a storm is the emergence of powerful cloud contact center software. With such software, businesses can leverage on the use of VoIP (voice over internet protocol) to hire remote agents. This means that your business doesn’t have to struggle with work overloads when there are high volumes of calls as remote agents are available on-demand basis.
Embracing a Hybrid Model
In some industries, brand name and values of the business matter a lot. While call center outsourcing may seem cheaper and efficient, highly complex business models require in-house customer support team. So the best thing for a company is to strike a balance between the two; that implies using the expertise and knowledge of the outsourcer by building collaborations between them and the in-house team.
A hybrid model is flexible and more acceptable across various businesses making it an ideal choice. Markets today are very sensitive, and customers need not to see any sign of incompetence especially when it comes to customer support. Call monitoring software can be used to determine the quality of support the outsourced team delivers to clients.
What’s Driving Outsourcing in Call Centers?
The key drivers are basically capital and human resources. For instance, a company would like to expand into a foreign market. How well can they connect to the local clients? Outsourcing customer support in that country is inevitable as they are aware of the local polices, language and factors that control consumers’ tastes.
Another key factor is whereby a company is expanding into a rather technical field that the current customer support team aren’t proficient at. It’d be logical for the company to outsource skills, expertise, and knowledge in that field. As a witness to major changes in a certain technological company, going through mergers and acquisitions, outsourcing customer support for the company would be priority number one. The newly formed company does not have immediate financial resources to cultivate skills into a new team, so they are left with one option – outsource operations.
Being one of the market leaders providing revolutionary cloud based call center software, we deploy great call center tools and software to companies of any size. If you’re looking for a good software you can reliably use to monitor the activities of the outsourced team, we’re here for you. Contact us for help, gratis!