All businesses want to deliver superb services to their clients and customers and when peak seasons are up, this can be a bit more challenging. Through outsourcing, many companies are able to serve their clients and customers with the help of third-party agencies that provide various types of services like technical support, telemarketing, and sales. These support services are performed in call centers that offer 24/7 customer service and business solutions.
It is best to remember that outsourcing is not a requirement for every business. Your business may still succeed without the need to outsource services but if you are looking forward to possible expansion which will require more intensive customer support to enhance customer experience, outsourcing can be a practical decision to make.
What is Contact or Call Center Outsourcing?
Contact or call center outsourcing is the process of hiring a third-party company to manage customer service and support on behalf of your business. This can include inbound calls, outbound calls, email support, live chat support, and social media management.
There are many benefits of outsourcing your call center, including increased efficiency, improved customer satisfaction, and lower costs. However, it’s important to choose the right outsourcing partner to ensure a successful transition.
In this guide, we’ll cover everything you need to know about call center outsourcing, from the benefits and challenges to the top service providers.
Here are the Top 5 Benefits of Outsourcing Call Center Services:
1. It is Cost-Effective
All business processes and operations require varying costs and expenses to ensure that companies can effectively deliver the needs and wants of their clients and customers. The majority of the top call center outsourcing companies have sites located in countries with lower costs of living. Lower cost of living means paying lower wages to employees and lower tax requirements which could help you save more money for compensations and benefits.
Several BPO companies have offices in the Philippines where the cost of living is relatively low compared to western countries. The latest data from Philippine Economic Zone Authority (PEZA) states that there are 788 registered BPO companies in the country, all spread across Metro Manila and other cities and provinces.
2. Call center companies are experts in Lead Generation
If you are planning to expand your business and you worry about generating leads to create potential consumer networks, setting up contact center services is a great idea. The contact center outsourcing services are the best way to reach out to potential customers and sell your products or services.
If you are looking for a reliable partner that can help you set up call centers, you should consider outsourcing your call center services to the Philippines. The Philippines is known for its advanced IT infrastructure and highly skilled workforce, making it a great option for companies looking to expand their business in the region.
The country’s colonial past has resulted in a large number of English-speaking people. This makes it easier for you to train your employees and manage your call center operations.
3. Relationship Management is Better with 24/7 Customer and Tech Support
One of the top call center benefits that companies consider is the flexibility of services and staff. If your business wants to serve clients and customers but your in-house staff cannot extend beyond the 40 hours per week standard, call center service agents can do those tasks. Call center agents are hired by service providers in varying shifts and schedules, which could make things a hundred percent more convenient for you. They perform different tasks under different accounts such as telemarketing, technical support, sales, financial services, and even health and medical insurance accounts.
Having a visible and active support team strengthens your core business objectives and helps in developing rapport with clients and customers as well as corporate partners. Relationship management takes place in every inbound call received and an outbound call initiated by call center agents. There are other available means of client communication including live chat, instant messaging, and email support.
4. Business Owners Can Save Time (and money) in Recruitment and Training
Recruitment and hiring can be very tiring but all businesses have to go through the process of employee screening and selection. While having an in-house team to serve as your contact center is good, you also have to make sure that every staff is capable of answering your business needs and delivering the demands of your clients and customers. Contact center outsourcing can help you save time and money in employee selection and training. BPO companies take charge of recruitment and hiring and make sure that outsourced agents are trained by the best customer service experts.
Your outsourcing partner can provide staffs that are competent in call handling (inbound or outbound), basic to complex troubleshooting, and customer relationship management to increase customer satisfaction.
5. Managing Incoming Calls is A Lot Easier
If your business usually experiences a high influx of inquiries through calls, a call center provider can help you handle inquiries and queries with less effort. Most call centers specialize in inbound services with the help of customer service assistants and representatives that are friendly and can handle the expected call volume during the busiest hours of your business. Choosing a call center that has competitive customer service teams is essential for you to keep your communication with your clients and customers.
What are the different types of call center outsourcing services?
There are four main types of call center outsourcing services:
- Inbound call center services: These services include customer service, tech support, and sales.
- Outbound call center services: These services include telemarketing, lead generation, and appointment setting.
- Back-office call center services: These services include data entry, order processing, and customer relationship management (CRM).
- Business process outsourcing (BPO): This type of outsourcing encompasses all aspects of running a call center, from customer service to back-office support.
What are the Contact Center Services that You Can Outsource?
Still, customer service is power. Customer service tops the list of services that companies can outsource followed by virtual assistance and web development. Here are the Top 20 Services and Tasks that you can outsource with the help of your outsourcing solution partner:
- Customer Service
- Virtual Assistance and Appointment Setting
- Web Development
- Recruitment
- Human Resources
- Payroll Management
- Bookkeeping and Accounting
- Lead Generation and Lead Qualification
- Market Research
- Search Engine Optimization (SEO)
- Writing Services
- Creatives
- Social Media Marketing
- Content Marketing
- CAD Design Services
- Transcription
- IT Infrastructure
- Software Development
- Beta Testing
- Data Entry
How much does it really cost to outsource a call center?
Knowing how much money you will need to outsource some of your business functions will contribute to making your decision 100%. Cost savings influence a lot of business decisions and are actually one of the main reasons why call center outsourcing services became very popular. It is important to take note that inbound and outbound call center services are priced differently and the call center costs will also vary depending on the location of your business process outsourcing service provider. For example, an off-shore call center located in India or the Philippines may charge lower rates compared to American and European countries with known high costs of living.
Inbound Call Center Services
For Shared Inbound, agents are expected to take calls for 12 to 36 clients. The payment will be made based on the time used during the call which is usually per-minute base.
- US/Canada: $0.75 – $1.20
- For Call Centers in the Philippines: $0.35 – $0.45
In Dedicated Service, agents are paid per hour. This type of service charges higher since agents are tasked to take calls exclusively from one client only.
- US/Canada: $22.00 – $28.00
- Philippines: $6.00 – $15.00
Outbound Call Center Services
In outbound call center services, agents are paid hourly, commission-based, or a combination of both.
HOURLY
- India and The Philippines: $6.00 – $10.00
- Eastern Europe or Latin America: $9.00 – $18.00
- US/Canada, United Kingdom, and Germany: $22.00 – $32.00
- For specialized and high-level agencies, agents are paid up to $50.00 per hour.
COMMISSION-BASED
- At least 10% to 20% of the total amount earned by the call center company per hour.
Off-shore Call Center Costs Per Location
Outsourcing your call center may cost you differently depending on the location of your service provider. If your company is a startup, consider finding a domestic call center near you to outsource your customer service.
- United States / Canada: $22 – $40 per hour
- Western Europe: $42+ per hour
- Eastern Europe: $12 – $25 per hour
- Australia: $35 – $50 per hour
- Africa / Middle East: $16 – $20 per hour
- Latin America: $8 – $20 per hour
- Asia / Philippines: $6 – $14 per hour
- India: $5 to $12 per hour
- Pakistan: $6 to $12 per hour
Top 5 Call Center Outsourcing Companies in the Philippines
With over 700 BPO companies across the archipelago, it will be impossible not to find one that will fit your business. A mix of large and SMEs, these companies offer excellent contact center outsourcing services and effective contact center solutions that will improve each part of your business operations. These call centers also help in providing job opportunities and improving the economy of metropolitan cities in the Philippines. Here are the Best Call Center Outsourcing Companies in the Philippines:
Digital Minds BPO
A 24/7 call center offering contact center outsourcing solutions through customer service, phone support, technical support, email support, live chat support, and social media support. They also offer specialized services such as sales and marketing support, human resources management, and accounting and bookkeeping. If you need to establish effective communication and business relationships with your partners and clients across the country, Digital Minds is the perfect service provider with their in-house call center agents speaking in different dialects. Misinterpretation and miscommunication are never an issue for them.
Sutherland Global Services
Located in multiple cities and provinces in the Philippines and around the globe, Sutherland Global Services is one of the first names that you might hear when outsourcing a call center. They are known for providing the most advanced solutions in customer service, technical support, and back office operations for big brands including AT&T, Microsoft, Symantec, and Vodafone.
Genpact Services
Operating in more than 30 countries with over 50,000 employees, this call center’s edge is its 20 years in the industry. Specializing in finance and accounting, human resource, customer care, and supply chain management, Genpact has successfully secured a strong competitive niche in different industries such as healthcare, manufacturing, travel and hospitality, and even media and entertainment.
Alorica
Alorica is an established outsourcing company in the Philippines which specializes in customer care, technical support, sales and marketing, and insurance claims processing.
TaskUs
If your business needs help in lead generation and appointment setting, TaskUs is the best call center for you. This BPO company takes pride in being the one-stop shop of clients in need of quick assistance with inquiries and needs in marketing, and other common business components such as customer service and technical support.
What are the factors to consider when choosing a call center outsourcing service provider?
When considering a call center outsourcing service provider, there are a few key factors you’ll want to keep in mind:
- Services offered: Make sure the provider offers the specific services you need.
- Call volume: Choose a provider that can handle your call volume, even during peak times.
- Customer satisfaction: Choose a provider with a proven track record of satisfied customers.
- Pricing: Compare pricing between different providers to find the best value for your budget.
- Contract terms: Be sure to read and understand the contract terms before signing anything.
How to get started with call center outsourcing services?
The first step is to understand your needs and objectives. What are your goals for outsourcing? What are the specific tasks or services you need help with? Once you have a clear understanding of your goals, you can begin to research different call center outsourcing providers.
When considering a provider, be sure to ask about their experience, capacity, and pricing. You’ll also want to get a sense of their customer service philosophy and approach. Once you’ve found a provider you’re comfortable with, you can begin the process of setting up your account and transferring your call volume.
What are the trends in call center outsourcing services?
The call center outsourcing industry is constantly changing and evolving. Here are some of the top trends that are expected in the coming year:
Virtual call center services
With the rise of remote work, more call center services are expected to move online. This will allow companies to save on overhead costs and provide more flexibility for employees.
Omni-channel support
In order to provide a seamless customer experience, call center outsourcing services will need to be able to support multiple channels such as phone, email, chat, and social media.
Artificial intelligence
AI is expected to play a big role in call center outsourcing services in the coming year. AI can be used for tasks such as automated customer support, chatbots, and voice recognition.
Data-driven decision making
With the increasing amount of data available, call center outsourcing services will need to be able to make decisions based on data in order to improve efficiency and effectiveness.
Why do companies outsource call centers?
The primary reasons companies outsource their call center functions are to save money and to improve customer service. Other reasons include accessing a larger pool of talent, taking advantage of new technologies, and reducing the risk of business disruptions.
Choosing your service provider for a top-notch customer experience
There are several factors that you should consider in selecting the best call center solutions for your business. Outsourcing call center services is much easier if you can find a company with reasonable call center pricing and competent in-house teams. Be updated with the latest BPO trends to help you understand the benefits that it could bring to your business and work to bring your services to the next level when it comes to quality and efficiency.
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