Entrepreneurship has become a norm in recent years in Indian region with addition of various new startups into different sectors. These startups are not hesitant in outsourcing their processes like customer support as it is backed by numerous benefits. And the benefits are doubled if outsourcingis done by taking support of domestic call center.
First of all, let’s see some of the benefits associated with outsourcing of call center process.
1. Clients are able to focus on their main activities
It is possibility that having an in-house customer support process may act hurdle to success. This is because companies cannot focus on their core activities like product development, research and marketing. But if this process is outsourced, the companies can invest their time and hard work to all these major activities.
2. Agents have expertise in handling customers
Handling customers is never a cake walk especially when the business is customer oriented. It takes the combination of great communication skills and art of persuasion to satisfy the customers. The agents of an experienced call center are well-versed in both these skills. As a result, they are able to satisfy the end customers of the clients quite easily and effectively.
3. Process is highly cost-effective
Companies can save 50-70 percent of their expenses by outsourcing a call center process.
The firms don’t have to purchase or rent extra office space for installing workstations for the customer support agents. Also, the expenditure associated with office furniture, computer system and IP phones are saved. That’s not all! Companies also save the money which is spent on hiring, training and management of call center agents. But when outsourced to a call center offering services at reasonable prices, companies can indeed save 50-70 % of the total costs.
4. Customers become loyal
As discussed above, the agents at call centers never fail to satisfy the consumers. As a result, these consumers do not hesitate to try the product/service of the company again in the future. This loyalty from the customer’s end not only adds more profits for the clients but also help them in becoming a popular brand among the target group of customers.
All these benefits definitely go in the favor of company that plans to outsource its process. Now, let’s see why Indian firms should outsource the customer support process to a domestic call centers.
a. Training related ease
If a process is outsourced to an offshore firm, visiting the premises of the call center becomes difficult. Clients are unable to take part in designing of training modules or conducting of training. On the other hand, if the process is contracted out to a domestic firm, then client can easily participate in the training related structuring. Also, the clients can bring product samples to the vendor’s center so that agents can observe and analyze the working of the product more effectively.
b. Better knowledge of local market
Companies which outsource processes like customer support will never prefer a vendor which does not have knowledge of local market especially when target customers are from same region. Reputed domestic call centers have thorough knowledge related to behavior of local customers along with understanding of specific industry. This aspect also acts in favor of clients during the time of festive season like Diwali etc. when number of calls increase due to exponential growth of shopping by customers.
c. Effective communication
It is said that smooth communication forms the basis of long term association. In case of any issues or disputes, the clients and vendors can meet immediately and work together to resolve issue for the betterment of the project. This is not possible if the process is outsourced to some other country.
d. Agents understand the language of local customers
A customer likes to talk to a representative that communicates in a language familiar to him/her. This is only possible if the agents also belong to the same region as that of the customers which can happen if the call center is domestic and not offshore.
All these benefits prove how a company can exploit the full potential of outsourcing the call center services to a domestic firm in India and achieve goals quickly and economically.