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September 9, 2023
8 Minutes
Call centres have been a helping hand to businesses for quite a few decades. They take the customer support workload off your shoulders and help improve your brand image, drive revenue, and scale the business. Call centre hiring is typically done for various business process outsourcing (BPO) activities that support customer-related functions. Today, call centres offer various services tailored to your goals and requirements.
This post will help you understand how a call centre enables you to grow your business. We will delve into the world of BPO call centres and gain insight into the benefits of hiring a call centre. We will also find out what it takes (and costs) to hire a call centre.
Also, Check SquadStack Vs vs. your Traditional BPO
Before hiring call center, ask yourself, "Why does my business need a call center?" We'll give four reasons to help you understand what they offer. So, let us go through the benefits of hiring call center for your business growth and scalability.
By hiring a call centre, you get the whole package, i.e. the workforce, the setup, the tech, and the expertise. Imagine the cost you would've spent on hiring skilled personnel, training them, getting the right tools and software, and managing all these tasks all the time! Call centres offer the entire deal at lower costs while sparing you time, effort, and resources.
Maintaining an in-house calling team can divert your attention from your primary objectives of growth and scalability. Hiring a call centre can effortlessly eliminate obstacles impeding your progress. This lets you concentrate on your core strengths, leading to increased revenue, enhanced profitability, and accelerated growth.
Successful businesses know the key to growth is to keep their employees happy. A call centre removes the workload from your personnel's shoulders. Having been relieved of secondary responsibilities, your employees are stress-free and satisfied with their work-life balance. They perform more efficiently, which increases productivity. This also lowers employee turnover.
A one-on-one meeting can discuss various aspects of the employee's work life and satisfaction levels. Want to know more about how to carry out these 1:1 sessions, including tips and questions to ask the agents? Check this out!
Call centres have a vast team of highly skilled and trained personnel who can calm the angriest customers and turn them into happy ones. They also have advanced call centre technologies at their disposal. With the expertise of their telecallers and modern equipment and software, call centres are bound to satisfy your customers. Moreover, they build an impressive reputation for your business and foster positive customer relationships.
Keeping your customers happy is the key to a successful business. Customer Satisfaction, or CSAT, is the key performance indicator of your business health. So, you must measure this crucial metric and keep it in check. Learn how to measure CSAT, satisfy your customers, and develop a strong relationship with them.
SquadStack offers all the above benefits and more. If you resonate with the above reasons and want to enjoy these perks, you should try it! Still deciding whether to outsource your sales or not? Read these signs to find out if your business needs sales outsourcing!
Since budget is one of the main pillars of business, you need to allocate it to your resources very carefully. Before hiring a call centre, set a budget. Once done, you can look for call centres that fit your budget. Let's review these key factors to determine the cost of hiring one.
How do call centers work? Well, the more calls they handle, the more it costs them. It's pretty straightforward - volume drives up the price.
The call center industry offers all kinds of services, including inbound/outbound calling, and voice/non-voice processes. To save costs, identify the services you need and choose accordingly.
You should also keep in mind any possible extra fees or costs. Some call centres charge you for additional services, like setting up an Interactive Voice Response (IVR) menu. Looking at the pricing and services offered beforehand ensures you choose the right call centre provider.
When you're charged per minute for a call, you pay for a full minute, even if the call lasts just a few seconds. You can hire a call centre that charges per active second or follows a usage-based pricing model to reduce expenses and enjoy more flexibility.
This is the time that a call centre agent spends helping you. It may be on the phone or after-call work, depending on company policy. Some companies will only charge for the time spent on the phone, while others may charge for all the time spent assisting them.
When you make the crucial decision to hiring call center for your business, it's essential to do it right. Check the steps below to discover how to find a reliable call center service provider.
Now that you know the techniques for hiring a call centre, it is important to hire one suitable for your business. So, how will you know which is the right one? Check the strategy for hiring the best call centres.
Choosing the right Call Center with a good customer service provider is vital to the success of your business. The choice of your call center should depend on your business requirements and the location of the call center. Once you identify your business needs, you will understand whether to hire an on-shore, offshore, home-shore, or nearshore call center. Let us have a look at each one for a clear understanding.
These outsourced call centres are located in your own country. They offer many benefits, like high linguistic and cultural familiarity, reduced security risks, and easy travel for training visits. So, if you want to hire a call centre that is both reliable and convenient, an on-shore one is a great option! However, they are pricey.
They're based in a different country and offer a wide range of services at a lower cost. You could go with an offshore call center on a tight budget. But remember that there might be some language and cultural differences and security risks to consider.
Try a home-shore call centre, where agents work from home. These cloud call centres help save you some costs.
Try a nearshore call centre if you want something in between. It is located in a nearby country, so it is closer than an offshore call centre but still offers some cost savings.
Learn more about the different types of call centres to gain a better understanding.
Small businesses with less budget may opt for an offshore call centre to provide consistent customer service at scale and a cost they can afford. However, companies with more funding to allocate to their customer service team may want to hire a call centre that is nearshore or on-shore for quality assurance.
The BPO industry is vast, and many call centres offer various services. If you're looking for the top call centre company in India, your search ends here!
SquadStack has the solution for all your telecalling needs, including well-trained and vetted telecallers, AI and modern automation tools, CRM integration, a robust tech stack, campaign management, quality assurance, and monitoring.
Call centers play a vital role in enhancing customer support, improving brand image, and increasing revenue, all of which contribute to the overall growth and expansion of the business.
There are various factors that can influence the cost of hiring a call center. Some of these factors include the needed services, the volume of calls, the level of task complexity, and the center's location.
When call center agents are professional, efficient, and able to provide timely and accurate resolutions to customer inquiries and issues, it helps build customer trust and loyalty. By consistently delivering high-quality customer service experiences, call centers can enhance a brand's reputation and create positive associations with its products or services.
Hiring a call center for your operations has many advantages. Some of them include cost-efficiency, profitability, employee satisfaction, enriched customer experience, and business growth.
The choice of call center depends on your business needs and the location of the call center. Explore on-shore, off-shore, home-shore, and nearshore options based on factors like familiarity, cost, and convenience. Small businesses with limited budgets may choose to hire offshore call centers to provide reliable and affordable customer service at scale. However, big companies with a higher budget may prefer nearshore or onshore call centers for better quality assurance.
