Is It Profitable to Use Call Center Outsourcing for Small Businesses?

In last few decades, the small business industry is hard to ignore as it is an influential part of the world’s economy. 3 new startups launch worldwide every second. The Internet forever changed the way of communication with the potential client. Outsourcing made its entrance.

Customer-oriented approach is one of the most beneficial now and it comes to the fact that one of the most popular services which are preferred to be outsourced is call center because among the wide range of communication means the phone is most preferred. The recent research shows, that 71% of people prefer talking to someone, feel the soothing supportive voice of another human being.

“Founders and CEO of every startup should pay attention to the depths of business without spending time on lead generation, customer support and virtual assistance” – says Michael Balyasny, CEO of Attendify. Fast growing quantity of customers among small businesses forced a lot of companies to look for new solutions of not using inhouse call center. You can also read our related article on call center CRM software

Let us show you the benefits of outsourcing call center:

Helps to save time and money

It can take a year for a new employee to contribute to the success of your company. Besides, it takes a lot of time and money to invest in hiring and training each new staff member. By outsourcing a full team of call center support experts who know exactly what direction to run in, your business can move much faster and productively.
The professional provider will find the best solutions to improve metrics like average handle time, first call resolution, customer satisfaction, etc.

123 Finance provides us with the next call center outsourcing costs:

  • United States/Canada $500-700 per month
  • Western Europe: $700-800 per month
  • Eastern Europe $250-500 per month
  • Australia: $700-800 per month
  • Africa/Middle East: $150-300 per month
  • The Caribbean and Central/South America: $90-200 per month
  • Philippines: $300-800 per month
  • India/Pakistan: $100-200 per month

Helps to focus on core of business

On a competitive market, outsourcing call center support services make it possible to focus on core areas of business and concentrate on long-term, strategic processes. Experienced outsource provider allows you to have the advantage of business development and stay ahead of the competition. As a result, you focus on your niche instead of trying to cope with things outside your field of expertise.
Providing professional 24/7 call center support for users is expensive. Because of its greater economies of scale, a dynamic outsource partner can provide customer support at a significantly reduced price.

Gives you customer retention

Competition is the backbone of US economic policy. It is well-known fact, that 82% of customers every year pass a company owing to improper customer support experience and stick to other services. Outsourced call center gives you satisfactory responses and raises your business among competitors.
Outsourcing services are the major differentiating point between startups. When companies improved customer retention by a mere 5%, profits rose by up to 95%, Harvard Business Review reports.

Provides with word-of-mouth marketing

If you are in small business, you have no infinite budget. You are not able to spend a lot for advertising campaigns, but advertising really matters.
Outsourced call center gives you an access to the power of word-of-mouth marketing. Being a startup Softcube gained their popularity among their clients by outsourcing their calls to call center outsourcing services.

Expert customer service is the link between business and word-of-mouth marketing. 91% of B2B customers bought products which were previously considered to be good by other customers, says Amity Kapadia, Director of Content Marketing at Ambassador.

Meeting customer’s needs is far from easy tasks. But outsourcing your call center will help you to improve your services and will give you infinite space for exploitation of your own success. The benefits of such decision are never-ending.

BPO companies that handle outsourced call center services need a quality call center software solution for their needs. Read our in-depth reviews of the top platforms in this category to make the right choice for your company.

Jenny Chang

By Jenny Chang

Jenny Chang is a senior writer specializing in SaaS and B2B software solutions. Her decision to focus on these two industries was spurred by their explosive growth in the last decade, much of it she attributes to the emergence of disruptive technologies and the quick adoption by businesses that were quick to recognize their values to their organizations. She has covered all the major developments in SaaS and B2B software solutions, from the introduction of massive ERPs to small business platforms to help startups on their way to success.

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