Want to improve your business efficiency, cut costs and speed up your growth?
The simple answer is outsourcing.
The growth of outsourcing and subcontracting to a call centre in recent years is not necessarily driven by a shortage of capacity within a business. Instead, companies engage an outsourcing provider to capitalise on the following benefits:
Reduction and control of operating costs
Cost control with scalability is one of the key benefits for small businesses to outsource components of their operations. Outsourcing helps to reduce inherent costs associated with infrastructure, maintenance, hiring and training. Cutting and controlling these costs allows allocation of funds to other parts of the business essential to success.
Outsourcing providers can ‘take the strain’ during periods of full capacity or business closure, removing the need for expensive long-term capacity expansion projects. For example, many outsourcing firms are open 24/7. This means that your customer support process can extend far beyond the traditional ‘open close’ business trading hours. With the right workflow and triage rules applied, this is a powerful addition to any customer service business.
Improved company focus
By outsourcing ‘peripheral’ activities, your business can concentrate on the core objectives and tasks of the company. Employees can be more efficient when they are not consumed by day-to-day processing and administration tasks.
Access to quality service or resources
Outsourcing providers employ quality specialists that are not available internally. The allocation of resources and the deployment of trained specialists require significant investment which can often exceed the anticipated cost. Our experience has shown that many small businesses often turn to outsourcing as a value-add solution which allows them to ‘act big’, contain costs, scale as needed, and compete with their larger competitors.
Improved relationships and customer experience
The relationship between your business, the client and the outsourcing partner can enhance customer satisfaction. The integration of relationships provides access to ‘experts’ to deliver the optimum ‘end user’ customer experience. The collaboration includes the sharing of knowledge to maximise the delivery platform and allocated resources. You are in complete control and can still monitor the activities that are outsourced and evaluate success without jeopardising growth or your relationship with your customers.
Outsourcing can increase business process efficiency when partnered with the right outsourcing provider. The culmination of these factors can result in higher productivity and overall opportunity for growth.