submit query
Loader

Please fill with your details

  • # #

Go4customer Blog

New Prospects of Hiring an Outsourcing Call Center Service for Business

Posted by Sunny Morgan
New Prospects of Hiring an Outsourcing Call Center Service for Business

Small businesses face two alternatives for expanding their operations: employing in-house staff or opting for outsourcing. If they choose the former, they will require capital, loans, or some form of financing to assemble a team and potentially establish new branches. There are many contingencies pertaining to the former alternative.

However, most small-business owners lack the necessary funding or substantial capital to facilitate expansion. Consequently, they turn to outsourcing, particularly during the initial stages of growth and scalability. This decision proves to be astute as it grants entrepreneurs access to talent and expertise that would otherwise be financially out of reach.

Furthermore, many outsourced services are conducted remotely, eliminating the need to acquire or rent additional physical locations. So, what aspects can a small business delegate to external sources and why? To contemplate and rule it out in simple ways, you can start by analyzing the types of work that require minimal brainstorming or analysis.

Envisioning the Prospects of Business Outsourcing

Business outsourcing essentially involves delegating organization-specific tasks, processes, or functions to an external service provider who claims to have a good level of knowledge and expertise in the same area. Evidently, business outsourcing is a good alternative for businesses seeking operational efficiency, cost savings, and access to specialized expertise.

●For instance, an outsourced call center allows companies to focus on core competencies and accepts client or customer-handling tasks which require constant supervision.

●When a business opts for outsourcing (typically outbound call center services), it mainly transfers certain non-strategic tasks to third-party vendors or service providers. It helps in streamlining everything.

●Outsourced business activities can also involve a wide range of business activities such as customer support and IT services, accounting, human resources, manufacturing, and more.

●As a business owner, you may have specific functions chosen for outsourcing depending on your company's needs and objectives.

●What motivates you for outsourcing a particular business division could be mainly for cost reduction. By doing so, you can get access to cost advantages through economies of scale and labor arbitrage.

Service providers often operate in regions or countries with lower labor costs, enabling companies to save on wages, benefits, infrastructure, and other overhead expenses associated with in-house operations.

Operational Efficiency

If you are still not convinced enough, let us show you another significant advantage of outsourcing. It can drastically enhance your operational efficiency. For instance, outbound call centers service specialize in customer-handling functions.

●They carry the necessary expertise, experience, and technology to deliver efficient and high-quality outbound call center services. This was just an example for you.

●If you leverage their expertise, your company can increase its productivity, streamline processes, and obtain better business outcomes in the outsourced area.

●As a client, you can also get access to an extensive talent pool and specialized expertise. These third parties are often assembled with skilled professionals who are also well-versed in their respective domains.

●By outsourcing, you can allow your company to tap into a diverse range of skills and knowledge. These benefits are not readily available when you opt for an in-house business process.

Whether it's technical support, digital marketing, legal services, or outbound call center service, BPO services always empower businesses by enabling them to leverage the expertise of learned professionals.

Scalability and Flexibility

Scalability and flexibility is an underlying benefit that comes along with business outsourcing. During the times when your company is expanding, it will experience fluctuations in demand; outsourcing allows you to easily adjust resource allocation for uninterrupted performance.

You can skip the struggles of investing in additional infrastructure or hiring and training new employees and rather you can rely on your outsourcing partners to scale up or down quickly, depending on the impending needs.

Outsourcing agencies provide agility to your business and make it an edge out in the market space. It is particularly advantageous in dynamic and competitive market environments. Being a business owner it would be unwise to not consider outsourced partners.

Read More: The Benefits of Outsourcing Call Center Services for Customer Care Support

However, Outsourced Partners Also Incite Challenges

We would like to underline a perspective on outsourcing business processes. As a business owner, you are prone to witness some challenges in employing business outsourcing. Effective outsourcing needs meticulous planning, vendor selection, and ongoing management.

●Clear communication, well-defined expectations, and robust contractual agreements are paramount for ensuring good rapport with outsourcing partners.

●Offshore service providers usually incite challenges relating to factors such as data security and intellectual property. Plus, potential cultural differences are another major factor that needs strong consideration before signing up.

●Outsourcing has become a viable business alternative for organizations aiming to optimize their operations, reduce costs, and leverage specialized expertise.

●Delegating some non-core and non-strategical tasks to a third party can be highly beneficial because you are entrusting the entire division to their hands. That doesn’t mean you can remain completely untouched from that business aspect.

The success of your outsourcing venture depends on certain things. You must thoroughly plan, have diligent management and have a strong partnership with trustworthy vendors. If your approach is right, outsourcing can be a highly prolific strategy for your business. You can remain competitive and agile in the existing constantly evolving market landscape.

Types of Outsourcing

Business process outsourcing (BPO) is a diversified process. Almost every part of the business can be outsourced. When you decide to outsource your business process, you must be aware of the types of outsourcing options available in the market. Depending on your specific business requirement, you can choose between the options available.

Process-Specific Outsourcing

Process-specific outsourcing, also referred to as business process outsourcing (BPO), involves the delegation of specific processes within a business to an external service provider.

Examples of such processes include sales, claims processing, and customer service, among others. This approach offers several advantages, including cost reduction, increased efficiency, and the allocation of resources to other business areas.

Benefits: In the case of a rapidly growing small business struggling to manage the influx of customer emails and calls, outsourcing customer service to a BPO company can be a valuable solution.

This allows the small business owner to save time and money that would otherwise be spent on recruiting, hiring, and training an in-house customer service team.

According to Deloitte's 2022 Outsourcing Survey, 52% of executives outsource various business functions, including human resources (57% outsourcing) and sales (45% outsourcing).

Potential Drawbacks: One notable consideration is the relinquishment of some control over operations and quality assurance. For instance, if outsourced sales representatives engage in deceptive practices with customers, it can adversely impact the business's reputation.

Additionally, there may be security concerns, such as the potential for a data breach exposing the company's confidential information if the chosen finance or legal service provider experiences a security breach.

If you decide to pursue process-specific outsourcing, it is crucial to develop standard operating procedures (SOPs) to ensure a smooth transition and adherence to consistent standards by the outsourced company. These SOPs will enable the external provider to quickly adapt and align with the business's expectations and guidelines.

Professional Outsourcing

Professional outsourcing refers to the practice of engaging the services of an expert or specialist to handle specific tasks or projects on behalf of a business. This approach is often adopted by companies lacking the necessary expertise or skills to manage certain tasks internally. For instance, if a company lacks an in-house accountant or legal team, it can outsource these responsibilities to external legal or accounting firms.

According to the Deloitte outsourcing report mentioned previously, executives outsource the following professional services:

●Legal (64% outsourced)

●Tax (61% outsourced)

●Finance (51% outsourced)

●Product development (45% outsourced)

●IT (76% outsourced)

Benefits: Professional outsourcing offers several advantages, including:

●Access to specialized skills and expertise, eliminating the need to train existing staff.

●Cost savings, as there is no requirement to pay salaries or benefits to in-house employees for these specific tasks.

●Increased efficiency, as the engaged experts can quickly adapt and commence work without significant ramp-up time.

●Scalability, allows businesses to easily adjust the extent of outsourcing based on their current needs.

●Flexibility, enabling the option to switch service providers if necessary.

Potential Drawbacks: However, professional outsourcing does present some potential challenges:

●Limited control over quality assurance, as the business relies on the service provider to deliver the desired results.

●Language and cultural barriers may arise if the outsourcing arrangement involves working with a foreign country or service provider. This can potentially impact communication and understanding.

Logistics Outsourcing

Logistics outsourcing involves the practice of enlisting an external provider to handle and coordinate the transportation, warehousing, and distribution of goods. This approach is commonly adopted by businesses that lack the necessary resources or expertise to manage these tasks internally.

For instance, businesses may opt for logistics outsourcing when they require assistance with order fulfillment, inventory management, or freight forwarding. By outsourcing these functions, the business can concentrate on its core competencies while ensuring the timely and intact delivery of its products.

Through logistics outsourcing, businesses can leverage the expertise and technologies offered by third-party logistics (3PL) companies. A notable example is the advanced tracking systems provided by many 3PLs, allowing for shipment monitoring and enabling customers to track their orders from purchase to delivery.

Benefits: Logistics outsourcing provides several advantages, including:

●Reduced costs, as there is no need to invest in equipment or warehouse space.

●Improved efficiency by eliminating the complexities associated with order fulfillment.

●Access to supply chain insights, leveraging the 3PL's knowledge and data to plan around disruptions and delays.

Potential Drawbacks: However, there are potential drawbacks to consider:

●The selection of a low-quality 3PL provider may negatively impact the business's reputation with customers.

●Costs can escalate if a business requires an excessive number of services from the 3PL.

Operational Outsourcing

Operational outsourcing entails entrusting specific operations within your company to external service providers. For instance, if you own a local laundromat and intend to introduce a new service like dry cleaning or home delivery, you can outsource that particular operation to a service provider. Examples of operational outsourcing include payroll management, marketing activities, product development, and supply chain management.

Benefits: Operational outsourcing proves beneficial for small businesses aiming to alleviate the workload on their internal staff or expand into new services.

Potential Drawbacks: However, there are potential drawbacks to consider. If the chosen outsourced service provider fails to meet your expectations in terms of quality or if they gradually increase their rates over time, it can negatively impact your profit margins as the outsourcing costs eat into your revenue.

Manufacturing Outsourcing

Manufacturing outsourcing entails the practice of engaging a manufacturer to produce goods for a business, rather than producing them in-house. This approach is commonly observed in the retail and e-commerce industry, where companies choose to outsource manufacturing to factories in countries such as China, India, or other regions offering more cost-effective labor and materials.

Benefits: Manufacturing outsourcing provides several advantages. It allows small-business owners to scale up production without the need to hire additional staff, invest in new equipment, or acquire larger premises to accommodate increased demand.

Potential Drawbacks: However, there are potential drawbacks associated with manufacturing outsourcing. When outsourcing production to overseas factories, language barriers and quality issues may arise, impacting communication and the final product's quality. Moreover, there is a risk of supply chain delays, whether due to logistical challenges or political issues within the manufacturer's country.

Project Outsourcing

Project outsourcing refers to the practice of engaging a service provider to undertake a specific project on behalf of a business. For instance, a marketing agency may enlist the services of a web development firm to create a new website for a client, or a contractor may hire a fencing company to construct fences for a community development project.

Benefits: Project outsourcing proves valuable for companies seeking both speed and quality. It allows for the hiring of professionals who can quickly immerse themselves in the project and complete the work with minimal supervision or guidance.

Potential Drawbacks: However, since you are collaborating with a service provider whom you have not previously hired, there is uncertainty regarding their ability to deliver the desired results. To address this concern, it is advisable to maintain a database of service providers with whom you have worked over time, enabling you to reach out to them for future projects and ensure a level of familiarity and reliability.

Interesting Blog: How Cloud and AI Transform Outbound Call Center Services?

Multi-Sourcing

Multi-sourcing refers to the practice of a company engaging with multiple service providers for a project. For instance, a video game studio may choose to outsource various processes such as game design, game development, audio production, animation, and level design to different companies or contractors.

Benefits: Adopting a multi-sourcing approach allows the studio to leverage the expertise of multiple specialists, thereby expediting production and ensuring a high level of quality. This approach is preferable to delegating all tasks to a single contractor with limited resources and expertise, as it can potentially slow down production or compromise quality.

Multi-sourcing is particularly advantageous for lean companies aiming to maintain a small organizational size. For example, Ivy Tutors Network, a service company offering personalized education and mentorship, operates with a management team of four.

They regularly employ multi-sourcing on a monthly basis for tasks such as bookkeeping, accounting, creative/graphic design, web development, search engine optimization (SEO), and proposal writing. They engage multiple local and overseas agencies and freelancers who specialize in their respective fields.

Potential Drawbacks: It is important to acknowledge the potential drawbacks of multi-sourcing. There is a possibility that project progress may be hindered if certain companies encounter delays, creating bottlenecks that prevent others from meeting deadlines.

For example, if the character 3D modeler falls behind schedule, it may delay the animator's ability to animate the characters, subsequently pushing back the game's release date.

Regardless of the outsourcing approach chosen, it is crucial to ensure the service providers' reputation by thoroughly reviewing their feedback and references. Ultimately, your business's reputation is at stake, and it is essential to mitigate any potential risks by working with reputable and reliable providers.


Related Blogs

Contact Us

Enter the details & we will contact you shortly!

  • #

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive...

BSNL Augmented Business Performances with Go4customer

Bharat Sanchar Nigam Limited (BSNL) started its operation and installed...

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Subscribe
Get the latest blog in your Inbox!

# #

Delivered by FeedBurner

CATEGORIES

 

REGISTERED AUTHORS

 

ARCHIVE

 

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.