Published on 21st November 2019
Outsourcing is the act of delegating tasks to a third party outside of your company. Although it’s a strategy often used to speed up the time it takes to complete tasks, outsourcing can also be done as a way of moving the task to a third party that specialises in doing it, potentially enhancing the end result.
Each company that uses a third party for specific tasks will hold their own reasons for doing so. These tasks are often the ones that are seen as being low priority to their business or simply ones they don’t have sufficient time to complete. The extra help from an external company that specialises in them can be an efficient and effective solution.
What is an outsourced service?
Companies use outsourcing services for assisting with a number of tasks including accountancy, social media management, payroll processing, graphic design, event organising, website design, legal issues, HR, recruitment, internet security and employer training. Outsourcing is often based around different types of customer support such as call handling, returning emails and responding to live chat messages, as these duties are better completed by people rather than automated systems.
Focusing on phone call outsourcing, choosing to outsource phone calls to a call centre is something that many companies do. By operating in this way, they’re able to pass on phone calls to a specialist that is experienced with call handling. In this blog post, we will look at outsourcing phone calls and why it can be a benefit to many companies.
Why do companies outsource call centres?
If a company is unable to answer every call coming through to them, they could be missing out on business, losing customers to competitors, falling behind in their workflow, and appearing unorganised and unprofessional in the process. By implementing an outsourcing service to deal with phone calls, each call can be answered immediately by someone that has been thoroughly briefed by the company they’re working on behalf of.
There are many benefits to outsourcing company phone calls to call centres. A positive customer experience is important, so by sending phone calls to a selection of dedicated call handlers, more of a focus can be put on customer support from people who know how to cater to every caller’s needs.
How to outsource customer support
For instances where a company is struggling to meet the demands of customers, it would be advisable to outsource customer support. The decision to outsource company phone calls can be down to a number of reasons. Due to the nature of this service, there is a level of flexibility to suit the specific needs of the company, making outsourcing services completely bespoke and on a case-by-case basis.
An entirely outsourced call service for a company or even just additional support during busy periods can be negotiated, allowing for out of hours service or designated times to match phone calls in high volumes. Call centres answer every phone call on behalf of the company based on their certain specifications, so it should be like speaking to someone directly based at the company.