4 Reasons Not To Run Your Own Call Center
Every business has some work that has to be done over the phone. At a certain stage, it becomes necessary to concentrate much of this phone work in a call center to handle the volume efficiently.
Running your own center comes with a lot of headaches, though. Outsourcing it is an attractive alternative.
(As an aside, if it so happens that customer service or sales calls are your core competency, there are other ways Boomsourcing can help you. Have a look at SyncLedgers, our professional bookkeeping service, and consider the other BPO strategies we can provide.)
“Do what you do best and outsource the rest!” – Peter Drucker
If you need help making and taking lots of calls, here are the 4 reasons why you’ll be better off outsourcing:
1: Employee Turnover
This work can be brutal. It is repetitive, and interactions with abusive customers are still regrettably common. This has caused a high degree of attrition among workers in the industry for many years.
It can be taxing on your HR department to deal with the constant hiring and exit work. There’s plenty of talent out there, but not everyone who has it wants to use it this way.
Setting up a call center requires a lot of space and equipment. Whether you’re setting up phone lines or internet routers and servers, it requires a good deal of expertise in hardware, not to mention the costs of procuring and maintaining the stuff. Equipment upgrades are also essential as technology advances. It gets expensive.
Points one and two can make it difficult to scale up your call operations quickly. This may be crucial if your company suddenly sees an increase in volume. That may be due to a successful marketing campaign, or with seasonal sales swings.
Outsourced operations that deal with a variety of clients, like ours, can maneuver around this issue in a way that in-house centers find difficult, by switching agents between different campaigns.
4: Quality Control
It’s often tricky to maintain consistent call quality because of the limitations of human memory, and the differing personalities of agents. Sometimes agents rush through scripts and skip crucial points.
Now, however, our proprietary Perfect Pitch technology allows us to deliver the same accurate and useful information to your customers on every single call.
Outsourcing is Easier.
If you’re considering whether to set up your own call center to handle your customer service or sales calls, reach out to us first.
We’re experienced at finding and training the talent you need. We have all the necessary infrastructure in place, and we can scale it as fast as you need it. We also offer quality second to none. It’s a no-brainer.
Contact us today so that we can get you up and running with a BOOM!