Offshore Call Center Outsourcing: Economical Solution for Businesses
Thanks to the advancement in communication technology, it enabled
business to save a lot of money on call centers. Companies today are now
taking advantage of call centers and are now considering it as one of the
most economical solutions for businesses.
Firstly, call centers manages tasks to satisfy customers, and attract
customers for your company. Call centers can also be help desk support
and advice center for your business and it can handle both inbound and
outbound calls for your company.
As you can see, call centers are a very important tool for businesses
today in terms of customer relations. It is considered to be an essential
part of any company in order to satisfy, attract and in keeping contact
with your clients. However, it is also a fact that putting up your own
call center for your company can be very costly. It will require you to
purchase the technology needed for it, such as computers, software, and
it will also require you to hire additional employees to act as call
This is why companies today are now considering hiring call centers
offshore. If your company needs a call center, you can outsource your
call center in other countries in order to cut some operational costs.
Outsourcing your call centers in other countries, particularly developing
countries, is very cheap because of the difference in the minimum salary
rates with a particular developing country. You will see that the minimum
wage is far lower than in your country.
Your company should prefer an offshore call center that hires staff with
good English speaking skills in order to communicate with your clients
better. Developing countries, such as China, Philippines and India are
three of the most popular countries that provide great quality services
for a call center. They have a lot of talented individuals with great
English skills that will be able to communicate effectively with your
When you are outsourcing your call center offshore, it is important to
consider the following things before you sign the contract in order to
ensure quality service:
• English proficiency – The call center agents in the offshore call
center should be able to have good English speaking skills. They should
be able to communicate with your clients well in order to satisfy their
inquiries. This is very important because call centers are supposed to be
the communication ties between your client and your company.
• Average call waiting time – It is also important that you should
find out how much your client will have to wait until their calls are
taken by the call center agent. It is important to realize that there
will be clients who will be complaining about your products and services
and you should realize that they are already irate before they even made
the call. Making them wait will only add to their dissatisfaction and
irritability. This is why it is important that a call center should be
able to take your client’s call as soon as possible.
• Length of conversation – The call center agent should be able to
handle the calls as short as possible. They should provide the best
answer possible in order to satisfy your clients as soon as possible and
make the call as short as possible. By doing this, the call center will
be able to handle more calls.
These are some of the features that you should look for in a call center.
This is why it is important for you or your staff to call the call center
and pose as a client in order to know about the quality of their work and
also make sure that it isn’t deteriorating.