Toronto, Canada, June 11, 2015 – 3C Contact Services (www.3CContactServices.com), North America’s premier cost-effective provider of contact center solutions for small and medium-sized businesses, is weighing in on the trend towards outsourcing and the advantages of hiring a third-party call center.
With more and more businesses taking on outsourcing as a means to cut costs and boost productivity, third-party contact center solutions are quickly becoming the way to go for small and medium-sized businesses looking to improve their customer service and retention standards. (Source: “Top 10 Reasons to Outsource Your Call Center,” DATAMARK web site, May 27, 2015; https://www.datamark.net/blog/top-10-reasons-outsource-call-center.)
“There are a number of benefits that an organization can reap from outsourcing their call center operations to a third party,” say Damian Reyes, customer service manager for 3C Contact Services. “These advantages are especially important now, with outsourcing become a more popular, flexible, and cost-effective measure.”
Reyes explains that for starters, a business may require more agents during a temporary busy period and an outsourced call center provides extra staff without a lengthy hiring process or other related distractions. Outsourced call centers also attract skilled managers in the highly competitive call center market, as well as experts in a number of other industries. A third-party call center can also provide its clients with cutting-edge technology.
“In addition, a third-party call center will have cost management measures in place to ensure their partner receives the maximum profits and the partner can look at their monthly bill and determine what is working and what isn’t,” Reyes adds. “They will also look at data and information the company receives and determine what works best for them, applying their expertise and offering advice.”
Also beneficial is that third-party call center managers and agents offer expert representation for a brand and can create a solution that is suited to the business’ needs. While an in-house call center may be limited to providing clients with customer care, outsourcing allows for expansion of a business’ capabilities and enables in-house agents to focus on other, more important things.
“Lastly, establishing a multichannel call center in-house can be an expensive prospect involving many aspects, such as a facility, related equipment, technology, and other resources,” Reyes concludes. “Outsourcing a call center to a third party provides all of the above at a fraction of the price.”