Things To Remember In Call Center Service Outsourcing
Delegation of business operation to external service provider is known as business process outsourcing or BPO services
. BPO services are becoming more and more popular as companies across the globe want to focus more on core business and outsource the ancillary processes.
Call center service
Because of increased competition call center outsourcing service has become very common as it helps in building strong customer relationship. India ranks top among call center service provider. There are large numbers of companies worldwide outsourcing their processes to India.
Call center in India
There are many factors which make India the most sought after base for call center outsourcing services. The call centers in India provide the service 24 hours a day and 7 days a week; this helps in building strong customer relationship as customers can seek information anytime and anywhere. Another added advantage of call center in India is that it leads to cost saving. Cost saving is coupled with the quality as Indians are well qualified and they have good command over English. In fact, India has the second largest English speaking population after USA.
While Outsourcing Call Center Services
Following are the points that you need to consider while you outsource your call center services next time-
Customer care solution- Customer, these days demand information on product or services at any time and anywhere, therefore, you should look for inbound call center that provides you service 24 hours a day and 7 days a week. This will guarantee customer interaction and assure you with healthy relation.
Cost- Take care of the hidden cost like service tax, transportation costs, packing and handling cost, extra charges etc. Also ask for discounts.
Relationship- Outsourcing is a kind of relationship signed between you and your service provider, therefore your service provider must know about your business requirements so that he can perform as per your expectations.
Planning- Make a clear cut vision on what you want to outsource and how to outsource. Select the service provider on the basis of their expertise and experience.
References- Ask for references in your company. This will help you in ascertaining the quality of the service provider.
Employee retention- Choose the service provider which has lower attrition rate compared to industry average.
Finding call center service provider is as important as any other business plan. So try to get blueprint before you start, calculate money and time cost and maintain healthy relationship with the service provider.