The Top Reasons Why Your Company Should Start Outsourcing Call Center System

By KPSG Official Call Center Agent

More than 500 companies and government agencies need to stay focus on core competencies, which is why large organizations often utilizes outsource call center’s function which is to specialized service providers. The alternative is to handle multiple channels of customer communications - calls, emails, web chats and text messages at home. However, setting up a multichannel contact center is expensive. This requires substantial investment in equipment and technology - not to mention the cost, time and energy needed to train the staff and the day to day operations.

After conducting a cost-benefit, organizations usually find that costs can be managed better and customer satisfaction improves by outsourcing the call center. There are numerous benefits that can be achieved through successful outsourcing.

There are immediate and long-term reasons why your business should start Outsourcing Call Center System:

1. Reduce Labor Costs

Train and maintenance of a large internal IT department are costly. This year’s forecast reveals that, adjusted for inflation, workers around the world are expected to see real wage increases of 2.3%. While in Asia itself, salaries are forecast to increase by 6.1%. For example, employing temporary IT workers often ends up disappointed because of the limited investment, both psychologically and financially. On the other hand, when hiring an IT service provider, it provides a fraction of the labor costs to the average worker.

2. Reduce IT Costs

Installing IT infrastructure in networks, servers, security, storage, and many other components is very expensive. Outsourcing IT support transforms fixed IT costs into variable costs and provides a suitable budget. In short, you only pay for what you use, which can be a huge cost reduction. Adding that the cost of maintaining and operating such a system often exceeds the cost of the first effort, and outsourcing seems to be wise

3. Provide Uninterrupted Service Flow

As technology is growing more and more complex, managing hardware and software has become much more difficult. In the saturated industry, especially in sales and marketing, companies must have innovative hardware and software solutions. They also require an end-to-end network and continuous flow of functionality for the internet, intranet, and extranet. Professional IT service providers can fully support such technical solutions

4. Reduce Anxiety

When disaster management and recovery are taken up with competence, workers are less concerned. The challenges that arise in the event of a computer crash or a computer crash are not only physical; they are very emotional. Employees are concerned about productivity loss, security risks, and the disappearance of information. With a qualified IT service provider, such care is decreasing as the services are efficient and efficient. The services are arranged in Resource Provisioning Model in which KPSG is responsible to provide the Contact Center resources with a guaranty on quality and service availability as provided in the Service Level Agreement (SLA) agreed by both Client and KPSG.

5. Stay Focused on Your Core Business

Every manager probably feels that there are not enough hours in the day to face all the challenges. A concentration between core business functions and IT-related issues limits even greater potential. Outsourcing enables your business to stay focused while relying on a team of experts to address both minor and major technology concerns.

Outsourcing also can help you focus on Unique Selling Proposition (USP), even some big companies do not have USP. This refers to what separates a company from its competitors and can take many forms, such as the lowest prices or the most innovative products. In a market where relevancy depends on the ability to grow and innovate, those that do not do so become redundant and leave the business. Consequently, business leaders need to focus on identifying and nurturing their USPs and delegating other time-consuming tasks to those who specialize in their performance.

Instead of wasting time trying to figure out the intricacies that a qualified IT team already knows or is trying to understand what's wrong, it is far better to outsource these services. This will lead the marketers to focus on what they do best and then their unique sales.

6. Use Extended Resources

Although large companies often have the resources necessary to maintain state-of-the-art technologies and services, the smaller companies generally do not. This advantage applies in many ways, such as the level of performance the company offers, its mobility and effectiveness, and the means to reach potential customers. However, with outsourcing services, it provides a more equitable environment for both small businesses and large organizations.

7. Reduce Risk

It has nothing to do with it: every business venture carries a risk. The ever-expanding palette of government regulations, competitors, economic conditions and technology guarantees this. Companies that operate an IT system are at high risk. They include specific industry knowledge, and above all security and compliance issues. This knowledge can better identify and avoid inherent risks.

8. Increasing Competitiveness

Enterprises that seek to implement and maintain all their IT work often need to devote considerable resources to research, development, and implementation. This will cause two problems for the company: higher costs and more time. Costs are probably passed on to customers, which mean that the company becomes less competitive with respect to product prices. By taking longer to market new products, their competitiveness also hurts as other companies move faster.

9. Recovering from Catastrophe

When a cyberattack, flood, earthquake or other catastrophe hit, management must hit the ground. Among other things, they must have a tendency to injure workers, product loss, insurance claims, loose of income, customer relationships, and structural damage.

This means that your business data is the most important resource. Many companies are improperly prepared to handle such situations, which may result in immediate production pauses. Considering that a disaster can strike at any time, the delay in recovery can have serious consequences. It is therefore important that human resources and resources are available for rapid repairs; something is possible thanks to the help of external specialists who know in the event of a failure after failure and have the backup technology.

With outsourced technical support services, the company can free up valuable resources and focus on what matters: the twisting of business circles. They can demand marketing, product development, and customer relationship improvement. Although the road to change can be discouraging, hiring outside specialists allows companies to learn, grow and develop.

The Ultimate Guide to Contact Center Excellence


Topics: Call Center Agent