10 Reasons Why You Should Outsource
If your business depends on exceptional customer service, you may want to outsource your contact center. Not only can doing so improve your organization’s productivity, it can help you become more efficient and profitable.
As long as your outsourced contact center is run by a team of experienced professionals who understand the intricacies of your business and customers, you’ll find that its benefits are never ending. Here are the top ten reasons outsourcing your contact center may make sense.
1. You Lack the Infrastructure
It takes significant infrastructure to operate an in-house contact center. You must invest in desks, computers, phones, software licenses, and other equipment. It’s also important that you find the space for it. By outsourcing, you can avoid an incredibly costly infrastructure investment.
2. You Can’t Scale
Scaling your business is not easy. In fact, it comes with a lot of contact center growing pains that can be quite stressful. You have to figure out where you’ll find new representatives, how you’ll train them, whether you need more license for your CRM… the list goes on. Scaling may be particularly difficult if you’d like to go from 10 reps, for example, to 40 or 50. Outsourcing can take away some of the challenges of growing.
3. You Require 24/7 Support
If your business serves customers 24/7 or would like to do so in the future, outsourcing can meet your needs. You won’t have to find contact center representatives that work round-the-clock as many contact center providers already have them.
4. You’re Not Experienced in Contact Center Operations
Your business has its own skill set. Maybe it’s developing apps. Or perhaps its filing taxes. Chances are, however, contact center operations is not your core competency. In this case, it only makes sense to outsource your contact center to a company that lives and breathes contact center operations. They’ll prioritize your contact center and allow you to continue to focus on what you’re best at.
5. You Don’t Have a Strategy
A successful contact center involves a carefully thought out strategy that is tailored to your unique business and customers. If you don’t have one or are just “winging it,” you may lose some customers and miss out on a lot of revenue. If you outsource to a contact center team that can design the ideal strategy for your situation, you can ensure a higher quality experience for your customers.
6. You Want to Save Money
An in-house contact center is often very expensive to run. You must cover the costs of infrastructure as well as the hiring and training of representatives. If you operate in a large city like Chicago or Los Angeles, your costs may be especially astronomical. By outsourcing to a contact center where cost of living is less expensive, you’ll be able to quickly recoup your investment.
7. You Don’t Want to Deal with Training and Turnover
It’s time-consuming, expensive, and often overwhelming to train contact center representatives. In addition, it’s frustrating to deal with the high turnover that often arises in contact centers. If you don’t want to worry about training and turnover, outsourcing may be the way to go. Leave them to the experts who handle them day in and day out.
8. You Want to Focus on Other Tasks
The phrase “time is money” is true because the way you manage your time has a direct impact on your bottom line. If you outsource your contact center, you’ll have more time to allocate toward other aspects of your business. You can focus on adding new products or services to your offerings rather than recruiting and training your contact center representatives.
9. You Don’t Prioritize Data Collection and Analysis
Data collection and analysis is essential if you’d like to understand your customers and better serve them. The reality, however, is that it takes a great deal of time and dedication. If you don’t make collecting and analyzing contact center data a priority, it may be well worth it to outsource your contact center operations. They’ll handle this on your behalf and provide you with the information you need to make smart, data-driven decisions.
10. You Forgo Upgrades and Innovations
To keep up with your competitors, you must stay up-to-date on contact center upgrades and innovations. If you don’t but your competitors do, your business will suffer. Outsourcing can help you adhere to the latest contact center trends and provide your customers with the very best experience that encourages them to remain loyal to your offerings.8.
Contact Sage Outsource Solutions Today
Sage Outsource Solutions is a premier provider of customer contact services for SaaS companies. Our experienced, 100% U.S-based, multilingual team offers the comprehensive, powerful support you need to exceed customer expectations and grow your business. Contact us today for more information.
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