Outsourcing your inbound customer service, sales, and general support calls can save a business money by reducing the overhead and associated costs that go with hiring your own in-house staff.
Consider the costs of hiring a receptionist for your business to answer calls, take messages, make appointments, etc. First, there are the obvious upfront costs of the hiring process and the cost of your time in interviewing people. Once you find the right person and spend time and money training them, you have their salary plus benefits to pay for as well. You also need to supply them with a desk, a phone, a computer, and other equipment. After sustaining all of these costs, you end up only covered during normal business hours, and even then they are only able to take one call at a time. What if there was a way to get around the clock professional service on demand for a fraction of the cost? It may surprise you but outsourcing your calls can save you a lot of money.
Not only does outsourcing your calls save you money, it can also save valuable office space and company resources. Because the calls are handled from another location, local issues are unable to affect its operation. Think about how crazy things can get in your business when it is especially busy. It is during times like this where you really benefit from having a reliable group of operators offsite. An outsourced call center saves you money by allowing you to be more productive. Instead of juggling simultaneous phone calls and people on hold, a call center can answer your calls and format the messages in a very clear, organised email for you to review and respond to when you are able.
Many companies such as lawyers, doctors, and dentists rely on setting and maintaining an appointment book. Think of how complicated it can be when a customer calls the night before their appointment to cancel or wishes to reschedule. With an outsourced call center, you can allow the client to make changes that very same call instead of having them wait until you can call them back, perhaps even hours later. This means that your appointment book will be more accurate as well as filled with more appointments because callers can get booked right away rather than have to wait, and we all know how much business is lost when a potential customer is made to wait when competitors are scheduling appointments right away.
Although it might not be obvious, outsourcing your calls can save you money on office space. Remember that staffing extra people to handle this task necessitates a portion of your floor space be allocated to their desk. With calls taken at an offsite center you no longer need to worry about things like this while simultaneously enjoying lower phone bills and less equipment costs. Imagine being able to operate your business out of a less expensive space or use your existing space more profitably. Similarly, you will likely save on your equipment expense because there are less computers and other equipment being used by receptionists and less power being consumed as well.
Outsourcing can also save you money for the simple reason that when a group of people are concentrated on doing limited sets of tasks and doing them professionally and efficiently, economies of scale result and the average cost to perform them go down for each task. Obviously you strive every day for excellence in your particular field, why hold yourself back by trying to handle everything yourself? When you outsource to a call center, you are deciding that you would rather devote your full attention to your company’s focus rather than waste valuable time, energy, money, and other resources on administrative tasks.