Contact Center Outsourcing
Maintaining trustworthy relationships with clients is half the success for any business. And to ensure that customer complaints are timely heard and resolved needs dedicated resources. For a small or growing business this can mean lots of operational expenses, without any direct translation into revenue generation. Therefore an easier and more efficient method of keeping costs in check, without compromising on customer relationship is to outsource contact center management.
What is there to gain?
First things first; when you hire an external partner to manage your call center services, you are only paying for the actual service. There is no extra charge of working space, utility bills, employment benefits for call center employees, or any other such overhead expense. This means that you still have a dedicated team to listen to your clients and literally no extra expense. Other things to gain from outsourcing such services are:
- Complaint management
- Customer relationship records
- Live chats and SMS facility
- Real time email communication
- Constant feedback collection from customers
- After sales support
The Benefits Flow Two-Ways
It’s not just your clients that are happy when you have outsourced contact center outsourcing. With soft spoken, patient resources indulging in conversations with your clients, you also get the opportunity to get extra information from those clients that you can then utilize for your business adaptability and growth. The other side of benefits for you includes:
- Online surveys
- Customer feedback surveys
- Up to date information of changing market trends
- Changes in customer choices and needs
An Added Route for Expansion
Remember we said earlier that having an in-house call center does not translate into direct revenue generation activities? Well, when you have an external team of people who are qualified to handle just the call center activities, you can also utilize their skills for lead generation activities. If you have your own employees doing this job, then it would become part of your marketing team and will only end up costing you more. However, with outsourced call center you can also have online surveys, short interviews with both happy and dissatisfied customers, and can also directly gain information about what added features your potential clients would like to have in your products or services.
There’s still more…
Depending on the specific needs of your business, you can also add on to your package the returns processing and data entry outsourcing. When you already have a team of contact center professionals engaging in collection of market and customer data, why not have them keep a record and analyze it for your business strategy making as well? This means that you get knowledge and data collection as a top-up on your customer relationship management.
The Benefits Keep Adding!
If your business is manufacturing related or product based, you can also use the same contact center for taking orders. For service based businesses as well, it becomes a quicker and more efficient means of dispatching services. If you are involved in highly specialized sectors like medicine, then these vary call centers can work as appointment setting centers for your business. One way or another, depending on your appetite for efficiency and optimization, you can get much more of a contact center than you probably initially think of.
Beyond Just Clients!
It is not just the customers who need constant communication from your end. Your suppliers, competitors, and other stakeholders of your business might also demand the same level of respect and dedication. In that case, contact centers can also become your primary more of email correspondence and even general correspondence. The point being, that instead of indulging into maintaining half a dozen departments keeping track of your suppliers, clients, associate businesses, and so on, you can simply have one partner with resources trained and qualified to just do what you need.
What if we were to tell you that contact center can strike down another one of your biggest expenses that you probably weren’t even aware of? That is of public relations management. In modern times when businesses are becoming highly competitive and there is always the risk of a small mistake or even some fake allegation killing your market image forever, public relationship managers are high in demand. However they cost a lot of money as well. So the cheaper and more effective method could be to just let your contact center handle your media management as well.
There is so much to gain by having experts of communication on board, and at only a fraction of the cost as compared to if you were to maintain each of these departments individually. The workforce cost alone would cost you a sizeable chunk of your financial resources, and all the overhead and operational expenses would still be there to be paid. Have faith in the outsourcing model and see how far it takes you!
Also known as telesales and inside sales, telemarketing is one of the age-old tried and tested method of direct marketing. The formal definition of telemarketing is ‘directly marketing the goods or services either by professional telemarketers or by automated calls’ as told by Investopedia. However, unlike the name implies telemarketing is not just telephone calls. The process involves the salesperson reaching out to potential customers through a range of means including telephones, web conferences, and even a face to face appointment. The steps involved are researching and identifying potential customers, and then applying a range of techniques for contacting and qualifying the leads that will translate into sales.
Telemarketing can be subdivided further into lead generation, inbound marketing and outbound marketing. The service styles of telemarketing can be categorized into appointment setting, surveys and telesales, and database gathering and updating.
The Significance of Telemarketing
The advent of internet and quick contact means might give off the impression that telemarketing has become obsolete but it cannot be further from the truth. It still remains one of the leading and most effective of marketing strategies practiced by modern businesses. The involvement of technology has definitely taken place within telemarketing as well with bots and automated messages substituting personnel in many cases, but telemarketing itself is still significant. Telemarketing is also ethical and broad in encompassing several industries, several business sectors, and different methodologies for B2B and B2C businesses.
How to know if telemarketing is for you and how to make the most of it?
Several companies from many different business sectors use telemarketing, but as any other marketing method, it is more useful for some than others. Mostly event management companies, health industry players, telecom industry, retail, and logistics are known to implement telemarketing successfully. Even financial and accounting industries have good reason to use telemarketing to reach out to companies for outsourcing services.
If you are operating in an industry other than the ones mentioned above does not mean that you cannot utilize one of the most effective methods of marketing. However, it will be of benefit to you if you get an external partner to take care of the task for you. Even if you are among the companies that are known to benefit from telemarketing, even then it is more efficient in terms of costs and productivity to have a BPO partner on board.
What can you expect from an outsourcing company?
Business process outsourcing companies are excelled at tasks like telemarketing because for them it is their core business, unlike your company where it is only one step of the entire auxiliary chain of services. BPO companies hire qualified telemarketing personnel after vetting their expertise levels, experience, customer relationship manners and skills, even up till the language accent and skills for target market groups.
Even after qualified professionals are hired, good BPO companies keep training and coaching telemarketers on the changing trends, telephone manners and customer preferences. The practice and experience that these companies have allows them to keep you updated on the telemarketing processes and also work with your company to decide on the objectives, as well as target customers and methods to approach them.
An outsourcing company also has all the right tools and technology for telemarketing and professionals to operate them. They also incur a lower cost because of economies of scale, which in turn makes it less costly for you to hire them instead of hiring professionals and investing in software. Having an outsourcing partner also frees up your time and money that you can utilize in primary business activities to generate more revenues and improve business growth.
Intersoft has even more to offer!
While we have just the right professionals and technological capabilities that can smoothen and improve your telemarketing, we also have campaign designers and promotion managers that can help you with your overall marketing strategies as well. Our trained and experienced telemarketers initiate calls and build customer relationships for the long-run that not only promotes conversions into sales but also ensures customer retention.
Our people are trained not only in customer management but also in the laws of the state and time which means that your target customers do not feel badgered rather your product or service information is communicated to them in an effective manner. We also log and record our inbound and outbound calls to make sure that your money is getting its worth and you also get to use the call data for feedback and future marketing strategies.
If your company may require so, we can also prepare periodic reports of your telemarketing campaigns to monitor the success ratios. Our workforce works as an extension of your business so your core employees do not feel uncomfortable or out of sync. The call centers are becoming increasingly pressured because of regulatory limitations and it is important that those responsible for telemarketing have to be careful with their marketing. At Intersoft you will have performance based results as well as guarantee of lawful and ethical marketing. The cost advantages and productivity improvements are just cherries on the top.
Why should I outsource my call center operations to Intersoft?
With Intersoft you get a number of services for your contact centers, including complaint management, real time email communication, live chats and SMS facility, maintenance of customer relation records, a collection of feedback from customers, and after sales support. With us you will not only have access to the full set of services, but you can be sure that our latest technology and best resources from the market are handling your customer relationships.
How long have you been offering call center solutions?
Contact Center Solutions are part of Intersoft’s regular service portfolio and we offer businesses the option to pay only for the actual service. Our call center representatives work with several industries and customers with a wide range of tastes, tempers, and even languages. We understand the significance of customer satisfaction. With our staff, you can be sure to have happy customers.
Will I be required to sign a contract to get your Call Center Outsourcing Services?
Any business dealing requires a formal agreement, however the salient features of any contract depend on the specified services and agreed-upon rates. Such contracts are not only a legal requirement, but they also help in smoothing communication between us and our clients. With a contract all required services and objectives from customers are recorded, which then helps in guiding the outsourcing services team to decide their performance objectives and deliver promised results on time.
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