Is Call Center Outsourcing Beneficial To Your Bottom-line?

Call Center Outsourcing

Call center directors in call centers everywhere explore paths of success regularly.  When considering the benefits of call center outsourcing,  determining if it is expedient to outsource call center services is based on metrics research of cost savings, higher profits, and process efficiency.  Accurately calculating the benefits successfully to the bottom-line is the key.

A handful of considerations must line up before looking to outsource call center services that can help in increasing the profits of the business.  Before committing to an outsourcing plan for the call center, figuring out and confirming that outsourcing call center services can, in fact, help in increasing the profits of the business.  Is it a good direction for the call center’s vitality?  Maybe or maybe not.

Maybe employing a home-based agent business model is the most beneficial route.  Call centers can control the kind of service offered by its customer service agents because each customer is serviced by an agent that is trained as specifically as the job requires.  American English-speaking customer service agents will have very little, if any, problems with language barriers.  However, the costs are more.

The point is that there are tradeoffs to be made in any call center.  It is up to the director to understand what is necessary and what is optional in operating a profitable call center.  If one is actually trying to save on operating costs by outsourcing call center operations, there are many specific measures that must be adhered to in an effort to attain the benefits.

Prior to getting into the details of what is normally needed to succeed in call center outsourcing, narrowing down the measures should be noted before getting started.  After all, call center outsourcing is a calculated risk.  It is rational to ‘count the costs’ before making such a commitment.

To begin, considering these questions and determining their answers for the cost center:

Can you save money…….

…….on personnel expenses?

…….on infrastructural costs?

…….on training expenditures?

If so, have you considered outsourcing call center services to Asia?  Consider the following reasons:

[step_graphics style=”2″ color=”#cc2424″][step style=”2″ text=”1″ headline=”Providing%20effective%2C%20cost%20center%20services%20at%20half%20the%20cost%20in%20Asia%20(particularly%20India%20and%20Philippines)”]%3Cp%3EAn%20important%20segment%20of%20the%20groundwork%20that%20is%20required%20to%20benefit%20call%20center%20outsourcing%20to%20your%20bottom-line%20involves%20providing%20effective%20services%20at%20half%20the%20cost%20in%20Asia.%20When%20providing%20effective%20services%20at%20half%20the%20cost%2C%20it%20provides%20higher%20profits.%20%3C%2Fp%3E%0A[/step][step style=”2″ text=”2″ headline=”Offering%20English-speaking%20call%20center%20services%20in%20Asia”]%3Cp%3EIn%20a%20large%20portion%20of%20the%20Asian%20continent%2C%20English%20is%20the%20second%20language.%20%20European%20languages%20are%20also%20used%20by%20Indian%20and%20Filipino%20employees.%20%20Asia’s%20educational%20systems%20supports%20the%20growth%20of%20their%20knowledge%2C%20skills%20and%20talent%20to%20provide%20high%20quality%20call%20center%20services.%3C%2Fp%3E%0A[/step][step style=”2″ text=”3″ headline=”Accessing%20the%20best%20of%20technology%20and%20software%20in%20Asia”]%3Cp%3EThe%20most%20critical%20misstep%20that%20call%20center%20leadership%20could%20experience%20when%20preparing%20to%20move%20call%20center%20outsourcing%20to%20Asia%20is%20falling%20short%20with%20this%20imperative%20consideration%3A%20%20If%20it%20is%20decided%20not%20to%20outsource%20access%20to%20the%20best%20of%20technology%20and%20software%20for%20the%20price%2C%20it%20will%20be%20hard%20to%20hit%20aggressive%20profit%20margins.%20Whether%20it’s%20inbound%20call%20center%20services%20or%20outbound%20call%20center%20services%2C%20outsourcing%20to%20Asia%20can%20provide%20the%20bundled%20services%20that%20are%20being%20sought%20for%20pricing%20that%20adds%20profits%20to%20the%20bottom-line.%3C%2Fp%3E%0A[/step][/step_graphics]

Call center outsourcing is beneficial to the bottom-line provided that the details are covered.  Perhaps that is the first step: doing the homework by measuring the benefits of outsourcing.  To gain the benefit with call center outsourcing, one should have clear, sound reasoning before launching such a project.

On a side note, I am a big fan of call center outsourcing to the Philippines! 🙂

I hope you like this article?  If you did, please use the social media buttons on this page and share this articles with others.  Thanks for being a reader!

To Your Success,

Greg Meares

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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