The outsource call center services are from the most prominent call services that many commercial activities and establishments depend on to obtain a professional cloud contact center that provides integrated and distinctive customer service with high-quality calls and specialized trained experts.
There is no doubt that the outsourced call centers advantages make many companies and establishments depend on them instead of establishing their customer service.
Because of the increasing demand of different establishments on the outsource call center service and many advantages, we will try through this article to know:
- What are the outsourced call centers?
- Why do companies and establishments depend on the outsource contact center service?
- What are call center outsourced advantages?
What are the outsourced call centers?
They are services done by specialized companies that provide an integrated contact center to make and receive calls for your establishment through call center systems and devices, as well as trained customer service staff.
The call center outsources companies fully-implement these services for your establishment, and then you won’t need to establish a contact center for your activity.
The services that outsource companies provide include the following:
- Headquarters and offices for a professional contact center for your company.
- Professional and trained customer service staff.
- Professional call center system.
- A unified, memorable, and unique number for your establishment.
- CRM system linked to the Call Center system.
- Computers and headphones for making and receiving calls.
- IVR service.
- Voicemail service.
These aren’t all that the call centers outsource companies to others, but the service itself includes multiple advantages that we will highlight in the coming paragraphs.
Why do many establishments depend on the outsourced call center service?
Commercial activities are no longer the only ones that need a cloud contact center to make and receive calls. But many establishments need it to communicate with their target audience and users of their services more professionally.
Many commercial activities, non-profit establishments, banks, hospitals, and even many government institutions and charities depend on the call center outsource service because of the many technical features that it provides.
Many reasons make establishments depend on the outsourced call centers service. we can mention the most prominent in the following points:
- Experts and specialists.
- Service 24 hours/day.
- Distinctive Unified Number.
- Professional customer service systems.
Saving costs is the main reason why companies and establishments depend on outsourced call center services.
This service saves many costs for companies and institutions that need a cloud contact center to make and receive their calls.
The companies and establishments save the costs of obtaining an integrated call center system, the customer service management system, establishing a headquarters for devices, headphones, offices, and other costs.
The outsourcing call center companies provide the companies and establishments with integrated service at the lowest costs.
2- Experts and Specialists
One of the most popular features of the call center outsource service is that it is done by experts and specialists trained on international customer service standards.
The agents and specialists are selected carefully by the outsource call center companies.
The establishments’ customer service agents are hired according to some needs and requirements of each establishment, which we can highlight as follows:
- Languages required.
- Academic qualifications required.
- Required skills.
- Years of Experience.
- The company’s objectives (answering calls, telesales, technical support, etc.)
These considerations are not all the criteria upon which employees are hired.
But the outsource companies hire the most suitable employees for the establishment activities according to their experience and knowledge of the establishment field, the services, and the products that it provides.
Therefore, outsource call center companies select the customer service agents best suited to the establishment activities and the closest and understanding of the target audience to ensure better and more effective communication.
In general, customer service employees are trained and qualified in the field of the establishment that will make and receive calls through role-play sessions and demos.
3- Regular Service 24 hours/day
One of the most popular reasons that make companies and establishments depend on call center outsource is that “these services are regular and continuous 24 hours/day.”
As outsource companies provide professional customer service 24 hours/day through rotational work shifts.
Thus, there will be no missed calls from your establishment products and services customers and users throughout the day.
4- Distinctive Unified Number
The outsourced call center services include a unique unified number for your business or establishment to make and receive many concurrent calls.
It is an easy-to-remember number that starts with 9200 that receives all your establishment branches’ calls with a professional customer center.
5- Professional customer service systems
The outsourced call centers include integrated cloud contact center systems for making and receiving calls with multiple features
and a customer service management system to follow up potential, new, and current customer logs and follow up on marketing and sales plans.
We can mention the most prominent systems included in the Contact Center outsource services as follows:
- Cloud Contact Center system.
- Customer service management system. “CRM”
These reasons are not all that makes companies and different establishments depend on the outsource call center. But there are many advantages that the service itself provides, which we will discuss in the next paragraph.
What are outsourced call center advantages?
The outsourced companies provide the companies and establishments with many benefits. And these advantages help companies provide better customer service and technical support to customers and save on many costs.
Here, we can briefly mention the most popular features through some points, as follows: –
- Call recording and forwarding.
- Call waiting and displaying company offers and services.
- Multiple integrations with company systems and applications such as CRM and ERP
- Customers and users log management and call scheduling.
- Integration with the SMS service.
- Detailed reports on daily calls.
- Performance monitoring and evaluating.
Employees Performance Monitoring & Evaluating
The outsourced call center service allows you to monitor the customer service agents’ performance throughout their work shifts with: –
- Live Panel.
- Performance Reports.
And through the live panel and reports, you can monitor the customer service employees’ performance regularly, Also,when they receive calls, interact with the caller, and even end the call.
You can also know the number of missed calls, the number, and duration of breaks that each employee took, and listen to the calls directly to guide the employee or to correct information for him in private.
In addition to the technical features mentioned, contact center outsource companies monitor and evaluate the customer service staff performance regularly through their human resources department.
This feature is considered essential in the outsource call center service for others; the human resources department monitors the employees and their commitment to official working hours and more.