Question 1

What is call center or contact center outsourcing?

Accepted Answer

Call center outsourcing is a type of service where businesses or corporations contract a third-party source to handle certain interactions with customers or clients. Call center services are frequently provided via phone calls, but can be omnichannel across various telecom and digital media platforms. Agents follow identified processes that you provide and take meticulous notes of their progress, often within your own CRM, so that you can track work completion and results in real time.

Question 2

What services do BPO and call center outsourcing companies provide?

Accepted Answer

The business process outsourcing services provided by call centers can range in terms of form and function.

Inbound call center services are provided when customers contact your company themselves to request customer service. Inbound support services focus on placing a team of agents to answer customers’ incoming calls and assist with appointment setting, booking reservations, and help desk or tech support.

Outbound call center services require agents to initiate contact with potential customers, established leads, and existing customers. Outbound call services include lead generation, conducting market research, cold-calling, appointment setting, and telesales/telemarketing processes.

All call center agents can provide multichannel support, with live agents available to assist your customers via phone, email, social media, webchat, text message/SMS and more. Bilingual services are also available from native speakers, helping to break down cultural and communication barriers while providing the best possible customer support.

Question 3

What type and size of companies benefit most from BPO?

Accepted Answer

Companies of all sizes and from all industries have something to gain from partnering with an outsourced call center company. Firms from all spaces—including software & technology, hospitality, real estate, travel & tourism, healthcare, e-commerce, and more—have implemented contact center solutions successfully.

Startups and small businesses can immediately position themselves as larger companies by implementing a virtual receptionist that screens voicemails, takes caller details and provides basic customer care, and forwards calls and messages to the full-time staff—all at a lower cost than hiring a single receptionist.

Large companies, meanwhile, can outsource a range of time-consuming back office tasks, freeing them up to hire experts that can handle the more intensive day-to-day tasks.

Question 4

What are some locations where you can outsource call center services?

Accepted Answer

While call center outsourcing is popular around the world, some specific countries that offer services include the Philippines, Mexico, Brazil, Germany, Jamaica, Dominican Republic, Colombia, South Africa, Spain, and even the USA.

Question 5

What does pricing look like for call center outsourcing services?

Accepted Answer

Contact center outsourcing costs can range due to many different factors, but it’s important to note that in the vast majority of cases, outsourcing your business processes is significantly more cost-effective than handling them in-house.

For a comprehensive plan on how call center outsourcing services can assist your business, or to identify the call center solutions that are best for you, fill out this form or call us at (888) 788-4441.

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