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5 reasons why outsourcing to call centers has picked up post COVID

On 04 Jan, 2022 | No comments

At a global market size of US$ 380 billion, the BPO industry was already a formidable sector that included call centres as a vital offering. However, the pandemic seems to have accelerated the adoption of call centres across multiple sectors. Between 2021 and 2028, the BPO sector is expected to grow at an impressive CAGR of 8.5%. Hence, it is quite obvious that call centre audits in India would also be in great demand as organisations would want to measure the performance quality of their call centres.

Let us explore why organisations have doubled down on outsourcing call centres after COVID:

1. Enables corporations to focus on their core business activities

As an organisation scales, it has to focus on certain core activities. These could include refining existing business processes, improving the quality of offerings, enhancing distribution channels etc. Although delivering effective customer services is important, an organisation might not want to shift its focus towards hiring and training call centre executives or setting up in house call centres. It would rather outsource this entire activity to a credible call centre and conduct call centre audits to oversee performance. Thus an organisation can focus on innovating its offerings, optimising its sales funnel and managing cash flow. Incidentally, an Economist study revealed that outsourcing could increase productivity by 10-100 times.

2. Offer multilingual support to your international customers

Customers enjoy communicating in their preferred language. They are likely to be delighted if a service provider offers that facility. In fact, upon interviewing customer service leaders in a study, 71.5% admitted that using customers’ native language increased their satisfaction with the support. 58.4% even mentioned that it boosted customer loyalty. Offering call center support in different languages is highly challenging and costly to do in-house. Instead, you can outsource it to an agency that can carry out its own call center audits in 2021. Communicating with your customers in their native language not only helps solve their queries faster but also makes them feel closely associated with your brand.

3. Outsourcing costs less money

Hiring talent is expensive, especially if it is not to expand your core operations team. First, you have to run a hiring campaign to get applications your way. Second, your human resources team filters them and takes them through several rounds of interviews while rejecting the irrelevant candidates in each round. Finally, when you onboard them, it is time to get them started with the work. In addition to this, they might also expect other perks that usually come along with a full-time job offer. Comparatively, outsourcing is much more affordable in the long run. A study shows that outsourcing work can save at least 70% labor costs:

4. Domain Expertise and technology up gradation

2021 is the era of rapid innovation. New software updates come out every few months, and sometimes, you are required to upgrade your machines in order to run them smoothly. Technology accounts for almost 49%  of expenses for most companies. As communication is their core business, call centre companies always have the latest technology in terms of both hardware and software. By outsourcing your call centre support, you can let the BPO experts take care of everything including hiring the right team, training them, keeping the infrastructure updated, and delivering outstanding support to your customers.

5. Provide support round the clock

67% of people usually hang up the call just because they don’t get to talk to a real person directly. After COVID-19, people are more used to faster response and quick complaint resolution. To provide 24/7 support, you will need to run night shifts or set up offices in other countries.

Hence, it is far more convenient, efficient and affordable to outsource customer service to a reliable company that provides call center services. You can implement call centre audits in India to maintain excellence.

As the world slowly but surely reverts back to normalcy, organisations may not only continue to work with outsourced call centres but also scale it up. Recently, the Government of India further liberalised certain guidelines for voice-based BPOs by reducing compliance requirements. This is will certainly act as a fillip to the growth of outsourced call centres.

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