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5 Reasons Why Outsourcing To Call Centers Has Picked Up Post Covid

QDegrees

22-09-2022

At a global market size of US$ 380 billion, the BPO industry was already a formidable sector that included call centers as a vital offering. However, the pandemic seems to have accelerated the adoption of call centers across multiple sectors. Between 2021 and 2028, the BPO sector is expected to grow at an impressive CAGR of 8.5%. Hence, it is quite obvious that call center audits in India would also be in great demand as organizations would want to measure the performance quality of their call centers.

Let us explore why organizations have doubled down on outsourcing call centers after COVID:

 

1. Enables corporations to focus on their core business activities

 

As an organization scales, it has to focus on certain core activities. These could include refining existing business processes, improving the quality of offerings, enhancing distribution channels, etc. Although delivering effective customer services is important, an organization might not want to shift its focus towards hiring and training call center executives or setting up in-house call centers. It would rather outsource this activity to a credible call center, and conduct call center audits to oversee performance. Thus an organization can focus on innovating its offerings, optimizing its sales funnel, and managing cash flow. Incidentally, an Economist study revealed that outsourcing could increase productivity by 10-100 times.

 

2. Offer multilingual support to your international customers

 

Customers enjoy communicating in their preferred language. They are likely to be delighted if a service provider offers that facility. In fact, upon interviewing customer service leaders in a study, 71.5% admitted that using customers’ native language increased their satisfaction with the support. 58.4% even mentioned that it boosted customer loyalty. Offering call center support in different languages is highly challenging and costly in-house. Instead, you can outsource it to an agency that can conduct its call center audits in 2021. Communicating with your customers in their native language helps solve their queries faster and makes them feel closely associated with your brand.

 

3. Outsourcing costs less money

 

Hiring talent is expensive, especially if it is not to expand your core operations team. First, you have to run a hiring campaign to get applications your way. Second, your human resources team filters them and takes them through several interviews while rejecting the irrelevant candidates in each round. Finally, when you onboard them, it is time to get them started with the work. In addition, they might also expect other perks that usually come along with a full-time job offer. Comparatively, outsourcing is much more affordable in the long run. A study shows that outsourcing work can save at least 70% on labor costs:

 

4. Domain Expertise and technology gradation

 

2021 is the era of rapid innovation. New software updates come out every few months, and sometimes, you must upgrade your machines to run them smoothly. Technology accounts for almost 49% of expenses for most companies. As communication is their core business, call center companies always have the latest technology in hardware and software. By outsourcing your call center support, you can let the BPO experts take care of everything, including hiring the right team, training them, keeping the infrastructure updated, and delivering outstanding customer support.

 

5. Provide support round the clock


67% of people usually hang up the call just because they don’t get to talk to a real person directly. After COVID-19, people are more used to faster responses and quick complaint resolution. To provide 24/7 support, you will need to run night shifts or set up offices in other countries.

Hence, outsourcing customer service to a reliable company that provides call center services is far more convenient, efficient, and affordable. You can implement call center audits in India to maintain excellence.

As the world slowly but surely reverts to normalcy, organizations may not only continue to work with outsourced call centers but also scale it up. Recently, the Government of India further liberalized certain guidelines for voice-based BPOs by reducing compliance requirements. It will certainly act as a fillip to the growth of outsourced call centers.

 

 

 

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