April 30, 2016
In modern business situation, customers demand immediate response and real time results from the service or product providers. However, in many situations, it is really difficult to promptly and adequately respond to the demands being placed by various customers all at once. Small businesses easily become frustrated since they do not possess enough work force to perform the business’ tasks and at the same time interact with the customers’ ever increasing demands. Luckily, there is now a solution where businesses can develop a centralized location where all of the business calls are handled, or alternatively, outsource the services to a call center.
There are many tasks that a call center can perform for the small businesses. One of the main benefits that the call center brings is saving the company’s staffs’ time through handling communication thus they are left to concentrate on the company’s main or core function. Instead of the employees multi-tasking; participating in both production and communication, the call center staff deals with the communication facet of the business. They indulge in marketing, customer support, respond to queries, gather feedback and take orders. Later, they communicate the information gathered to the company’s staff for further processing. This is done at an ample time thus not interruptions are witnessed in the production.
Outsourcing call center services also saves the business a lot of money that could have been spent on recruitment, training, communication, equipment, rental space, salaries and allowances, and personal employee benefits. If the business had employed a person to handle communication, it could have been obliged to foot the costs mentioned above. However, all these are evaded, or transferred through outsourcing the services of a call center. The call center mostly specializes in communication thus has all the needed equipment and staff to handle communication all around the clock. Dealing with communication in bulk, or in large numbers assists the call centers to cut on the costs thus are better placed than the small businesses.
The benefit of a call center is that it acts as the primary point of contact for the business thus recruits customers with much ease due to their experience and specialization. Most of the interactions with the business’ publics; the customers, suppliers and partners, are done conveniently and effectively. The call center staff has the required training on top of their experience to handle different kinds of people. The call center staff becomes the company’s remote representatives at the least cost. Today, many businesses are reaping a lot by minimizing on the costs through contracting call centers from regions where labor and communication is cheap; what this means is that the cost of outsourcing remote call center for services that could have cost the business thousands of dollars a month is brought to even under a thousand.
Prior to settling on one call center service provider, the business must consider some factors. The first factor is the impact the outsourcing activity or the call center will have on the company’s image especially for the customers. Many loyal customers are legit and conservative and like being served directly by the company’s employees. Outsourcing communication makes them feel lost or abandoned thus might end up running away. Another factor that must be considered is the relative cost of outsourcing to creating an in house call center. Sometimes it might be convenient to have an in-house call center than a remote one especially in regions where customers are sensitive to foreign accents. The distance between the call center and the business must also be considered for sometimes it might have a negative impact on the communication efficiency due to factors such as weather, regional policies and cost of communication on the customers.
However, intense research must be done by all small businesses to ensure that they find the ideal call center lest money will be wasted for not all call centers are built the same. In the research, some elements such as price, number of call center staff allocated to the business needs, communication ability including the accent and eloquence, level of technology, staff training and qualifications, staff remuneration and many others must be considered. It is not fair for any business to pay huge amounts of money to a call center that exploits its staff.