- Having an inbound call center is essential for small companies to grow larger while still providing their customers with good service.
- The costs of building a call center in-house can be prohibitive.
- Outsourcing allows companies to be generous with compensation while still saving significant resources.
- Technology has made agent accents a non-issue.
- Boomsourcing combines powerful tech with call center management expertise to make it as easy as possible to begin operations!
One of the most important and basic things we do at Boomsourcing is run inbound call center campaigns on behalf of our clients. Many of our clients are small businesses that are growing fast. They often find that they have an urgent need for inbound customer care operators, but also would prefer not to pay an arm and a leg to get them.
When you’re small but scaling, money can still be pretty tight. That’s why it’s so important to consider the benefits of outsourcing.
The Struggle is Real
Let’s say that you’ve grown your business to the point where it’s no longer practical to take customer service calls by yourself. As a company owner, director, or manager, you need to be free to focus on your core competencies. You should still take important calls that only you are authorized or qualified to handle, of course, but for the rest, you need help.
You could start hiring local staff to handle all the calls, but where are you going to put them? That starts getting into questions of overhead. More expenses.
You could contract with an existing local contact center, which would save you a lot of effort, but it still doesn’t come cheap. Wages in the USA are high in comparison to just about everywhere else. Of course, you’re happy to pay employees what they need for a good life. You want to! Happy employees are good employees. If it forces you to operate at a loss, though, it defeats the purpose.
Inbound Call Center Advantages
There’s no sense driving your company into the ground when it’s just starting to take off. You can’t make anyone’s life better that way.
This is why outsourcing is critical when you find yourself in a tight spot between expansion and expenses.
Hiring an outsourced inbound call center is a powerful lever. It allows you to scale up your business processes fast without breaking the bank.
It allows you to save money on labor while still offering very generous compensation. The differences in wages between the United States and countries like India, Mexico, and the Philippines are huge. That means that outsourced call center agents are very well-paid, even though it’s a fraction of what they’d earn for the same work stateside. And yet that fraction allows them to live with great comfort and extraordinary benefits. That’s something that can give you great peace of mind.
The Accents Issue
The most common objection to outsourcing is the accent issue. Foreign call center agents often have heavy accents, even if English is their first language.
This is a real problem because it’s more difficult for people to understand even their own language when the speaker has an accent distinct from their own.
Our ears and brains just aren’t used to the sounds, and that makes us have to work harder when we listen. It’s mentally taxing, which leads to frustration. That’s really bad for customer satisfaction.
It also causes us to quite unintentionally make unfair judgments about the speaker, which can have terrible consequences for a company’s brand.
This problem caused many companies to shift operations from India to other countries or even back to the US, often at great expense.
Using Perfect Pitch Technology in an Inbound Call Center
New technology has bypassed this problem. Boomsourcing’s PerfectPitch Software has made accents a non-issue, thanks to our Ready Response technology.
Ready Response uses audio recorded in advance by neutral-accented native voice talents. With the help of a soundboard interface, agents of any background can choose the right recordings to respond just as they would themselves, but with an accent that’s easier for American customers to understand.
Because of these advances, it doesn’t matter what kind of accent your call agents have. We train them to listen with attention. They then select and play appropriate pre-recorded natural responses to your customers’ issues.
Since we’re open about the way we use this technology, customers don’t seem to have a problem with it. It even has the additional benefit of ensuring that consistent accuracy comes to define your inbound call center campaign performance.
Because of technologies like PerfectPitch, working with an outsourced call center is now a better option than ever before. You can expect higher quality and compliance, and more and happier customers, at a lower cost.
What’s not to like?
Contact us today to start implementing the advantages of the best inbound call center management strategies available!
