Regarding customer experience (CX), your call center agents are on the front lines. They work to resolve clients’ issues, inspire loyalty, and build strong relationships that support long-term success for your company.
However, finding and retaining talented call center workers can be challenging. The overall average turnover rate for the call center industry is 30 to 45 percent, according to Quality Assurance and Training Connection. Similarly, ContactBabel reported that the mean annual call center attrition rate in the U.S. for the fourth quarter of 2020 was 30 percent. With such a high turnover rate, businesses can spend a significant amount to maintain an in-house call center full of qualified agents.
As a result, many organizations looking to deliver excellent customer service while keeping costs in check have turned to call center outsourcing service providers.
Business benefits of call center outsourcing
As companies grapple with economic uncertainty and the pressure to enhance CX, outsourcing has become increasingly popular. The global call center outsourcing market is projected to grow by $14.05 billion from 2020 to 2025, increasing at a compound annual growth rate of 3.34 percent during that period, according to a Technavio Research press release.
That market growth stems from various factors, including the following advantages of outsourcing customer service:
- Lower spending
- Better CX
- Greater scalability
- More time to focus on other aspects of your business
Overall, if you’re seeking a cost-effective way to provide standout service, you should consider contact center outsourcing services.
Searching for call center services: Key factors to consider
With so many outsourcing providers, it’s crucial to carefully consider your options and ensure you pick a partner capable of meeting your current and anticipated needs. To find your ideal outsourcing solution, keep the following criteria in mind.
- Experience with similar companies: For instance, a hospital or doctor’s office should search for a call center outsourcing partner accustomed to working with other healthcare organizations and knows the ins and outs of the industry.
- Performance and track record: Look up their customer satisfaction scores.
- Technology: Research the call and contact center solutions they leverage and investigate their redundancy and reliability.
- Security and compliance: With IT security threats evolving daily, you’ll want to work with an outsourcing provider committed to keeping your data safe. Additionally, ensure they comply with any industry-specific regulations that apply to your company.
- Languages: Be sure to select a call center outsourcing firm with agents who speak the languages necessary to properly serve your customers.
- Service type: Consider which call center functions you’d like to outsource: Inbound (e.g., helpdesk and customer service), outbound (e.g., telemarketing and surveys), or both.
- Location: Put some thought into whether your optimal outsourcing partner is U.S.-based, nearshore (in neighboring countries) or offshore (in distant countries).
Our team offers call center outsourcing advisory services if you’d like to streamline the shopping around process. Leveraging decades of experience, we can recommend top-rated business process outsourcing providers from a database of more than 500 suppliers. Our advisors can rapidly identify the best options after assessing your business requirements.
Start searching for your ideal call center outsourcing partner today by calling 877-599-3999 or emailing firstname.lastname@example.org.