Strategize for Success in Future with Stable Call Center Outsourcing Vendors

As far as call center work is considered, stability plays a very important role. If you partner with several call center outsourcing vendors, you would compromise the integrity of the whole process as every vendor will operate differently. On the other hand, a stable call center business outsourcing venture can yield great success because of its consistency.

Why Stability Matters?

Call center business is blooming and we are seeing entry of new players in the market every other day. Therefore, it becomes difficult for companies to choose the right vendor for their business. For example, the choices in terms of selecting an outsourced call centers New Jersey can be bewildering because of several call centers in this region. You might be tempted to go for the vendor who is offering his services for the lowest price. But is it the right approach?

More often than not, if you will choose a vendor with less than a stellar record, you will risk your business prospects. Have a look at certain dangers of prioritizing call center outsourcing cost over everything else:

Data security threat

A cheap vendor may not prioritize the security of your customers’ data. As the most secure CRMs and call center tools are expensive, you partner may decide to skimp on their cost. Moreover, they do not have access to cutting-edge IVR services for taking customer information securely. For example, it is possible to employ high-grade IVR services with superior voice recognition and deploy them for receiving vital account info from customers. As agents do not have access to this information, the security is bolstered further. But call centers that operates on a low budget does not have these functions and features.

Lack of adherence with SLA

With a credible vendor that has a reputation to save, you can expect complete adherence to SLAs. Most top-class companies like Vcare follow strict guidelines when it comes to performing their work. They work according to the SLA and deliver exactly as per contractual obligations. So, you are always sure about their quality of work, which eliminates uncertainty from your mind. Having a stress-free mind is an added advantage of partnering with seasoned call center outsourcing vendors.

Lack of scalability

If you choose a small-scale vendor, it might not be able to meet your requirements in the future. For example, if you suddenly have to ramp up the scale of your call center because of festive season or a successful promotional campaign, then you would have to look for other vendors to manage the high call volume. So, it is better that you choose the services of a vendor who has a large-scale operation and can scale exactly as per your requirements.

The Positive Impact of Veteran Call Center Outsourcing Vendors

Cutting-edge call center software for optimized workflow

Vcare Call center software is almost as important as the agents. When you use the services of a reputed vendor with necessary call center software, your call center functions improve automatically. Case in point being, your agents are able to fetch information faster from CRM, leverage Big Data analytics and at the same time maintain organized records of each and every customer communication across all channels.

Sustained performance of call center work

With call center business outsourcing, you can expect sustained progress in terms of performance and quality.

Wise managers who can help you in tough situations

The aptitude and attitude of experienced managers play a huge role in getting you out of tough situations. Outsourced call centers new jersey like Vcare has some of the best management talent that has led many call centers projects to success. At VCare, we always deliver quality and provide you a dedicated 24×7 platform for inbound and outbound call center India services.

Eliminate Bad Customer Experience with Foolproof Inbound Call Center Outsourcing

Do you know that even a single bad customer experience can cause nearly 32% of your customers to leave? This means that 1 in 3 customers will turn over to the competition if even one of their calls are not answered properly. Considering the extremely competitive nature of businesses these days, one simply cannot allow this to happen. Therefore, inbound call center outsourcing to an expert call handler should be at the top of your priority list.

The Need to Keep Hold of Your Customers

The future looks bleak for those companies that are losing their customers. Due to a rise in the number of players in the market including quickly launched startups, the task of finding new customers has become more difficult than ever. You would have to spend huge sums of money on advertising, SEO, mass media promotions and telemarketing. All this expenditure can leave you short of finances for your core operations. Hence, it is better to stay proactive and call centers outsource to a vendor that can guarantee customer satisfaction.

The Challenges of Different Domains

There are different industries and sectors that require different call center strategies. Have a look:

Ecommerce

Ecommerce companies require a retail call center expert that excels at order processing and customer care. It should have deep knowhow of the process and products that are sold by the ecommerce enterprise via its online portal.

Medical

Medical call centers are increasing in number due to the benefits they provide to the healthcare industry. In order to run a medical call center, you require agents that are polite and know exactly how to deal with patients and their clients. Appointment booking and customer care are two of the main functions of a medical call center.

Tech-based call centers

IT and telecom companies deal in software and services. To handle such processes, you require agents that are well-versed in technology. Also, they should be able to convey information in simple terms while avoiding technical jargons. Tech support and customer care are the most used call center services for such companies.

Helpdesks

A company requires a technical helpdesk to minimize downtimes and increase employee efficiency. Such call centers need to have a competent ticket-based system along with agents who know how to use it effectively.

Apart from these major call center types, there are many other industries and domains that require a range of different call center services. But regardless of these domains, there are certain common requirements of all call centers.

Most Important Call Center Resources

A call center India operation requires many resources to perform its work diligently and eliminate customer dissatisfaction. Have a look at some critical resources:

Hardware and network resources

A call center requires several hardware and networking resources e.g. workstations, routers, VoIP phones, headset and other essential accessories. Cisco based call centers have almost every resource available to them. Partnering with Vcare call centers India provider that has Cisco-based resources can become a worthwhile association for your business.

Software resources

CRM and IVR are the two major call center software that are needed for running a call center smoothly. A quality CRM serves as a central repository for customer contact data. It allows you to manage all your customer interactions and enables you to serve your customers in a better way. On the other hand, an IVR aids in call transfers. A cutting-edge IVR system can be used for call personalization and communicating critical process information to the customers.

Human resources

Agents, managers, TLs, QAs, SMEs and other call center employees are an integral part of the call center operation. In most cases, the quality of human resources decides if you will be able to improve customer experience and project your business in the best light.

Critical Call Center Outsourcing Advantages to Reach the Next Level

Call center outsourcing has become a modern-day phenomenon due to a number of reasons. But it is still seen with circumspection by several companies. Some entrepreneurs are worried about giving away their data to a vendor that they don’t know too well. That’s why, many companies do not dwell on call center support outsourcing for long and instead decide to run their call centers in-house. On the surface, this might not look like a bad decision, but it does not provide the clear-cut business advantages offered by outsourcing. In these times when extreme competition is killing businesses, major capital expenditure on call centers can be a huge liability to bear. This is the main reason why you should outsource call center services, and give a boost to your business prospects.

Outsource Call Center Services for Direct Advantages

There are strategies used by businesses that provide results in a roundabout way. For example, extra money spent on advertising opens up your brand to a new audience. The promotions lead to mass exposure and might have a positive result on your sales or customer acquisition. But, call center outsourcing to a well-equipped organization reaps instant rewards. Because your customers will always call you, and if you provide them good service: at the minimum they will stay as your patron, and in some cases, they will also promote your brand via different channels e.g. social media or  word of mouth publicity.

Minimum Criteria for Selecting a Call Center Support Outsourcing Company

Not all call center vendors are equal, and you need to be wise while selecting a vendor. But your vendor should, at the least, have these resources and expertise to make a positive impact.

Software capabilities

When you think of call centers India, software might not be on your priority list. Many believe call-taking agents to be the summum bonum of a customer service or telemarketing operation. While this is true to some level, modern-day operations are highly dependent on software. Firstly, the software leverage agents with pertinent information, helping them in their endeavors to satisfy customers. Also, a CRM and IVR can be customized for a particular business use case, so that it works efficiently and effectively. Better call routing via IVR and improved customer management via CRM are the stepping stones to a flourishing call center operation. They offer a critical advantage, so should always seek a call center support outsourcing company that is proficient in the essential call center software.

Management, Trainers and QAs

The people who are not directly involved in the call center operation e.g. trainers, SMEs, decision makers, quality analysts etc. have a huge role to play in the success of a call center outsourcing operation. Especially when it comes to its long-term stability, these individuals are more important than the agents who come and go. For example, an agent who leaves your organization – no matter how good he/she is – will not be of any use for you. In contrast, a manager who stays with you can use his experience of the process to hire new agents and motivate them to become better agents. The same is the case with QAs who monitor the calls and provide essential feedback to the agents.

The hidden advantage of currency exchange rate

If you really want to make your outsourcing venture count, then outsource call center services to a company that offers currency exchange rate advantage. For example, if you outsource to Vcare, then you can exploit the currency exchange rate in India and cut down the cost of your operations considerably.

Vcare is a prime destination for companies looking to outsource call center services. It offers its services at a competitive price point, and at the same time maintains the highest level of quality.

How to Lower Call Center Outsourcing Cost Without Compromising Quality?

Call centers and contact centers are integral to any present-day business operation. Without a quality call center representing your brand, your business is more likely to fail than succeed in this extremely competitive world. But costing is one thing that prevents many companies from running a call center – be it outsourced or in-house. Especially, businesses that do not have much financial clout find it hard to justify call center costing. This is the major reason why they end up with substandard outsourced call center solutions. And, this is also the main cause of them being not able to usurp the big players in the market.

The Steps to Reduce Call Center Operation Cost

Spending heavily on a call center operation does not guarantee its success. It is imperative that the money is spent judiciously. Optimized call center operations are a whole lot better than plush ones. Have a look at some steps that can reduce call center outsourcing cost considerably:

Automating call center operations

Thanks to all the software development going on in the call center domain, we have a number of software solutions that can simplify call center operations. IVR is one of the most evolving tools in the call center industry that can be used for simplifying a range of tasks. Its best utilizations come in the forms of self-service and improvised call routing. Smart IVR menus can direct customers to the right departments, cutting short the time that is spent in long queues. The same way, self-help instructions and broadcast messaging via IVR can cut down the number of manhours spent on attending the calls.

Focus on improving FCR

When it comes to solving the calls in the first attempt, the attitude of the agents matters a lot. A call center business outsourcing can work wonderfully well if the agents take every call as a challenge and do their utmost best to resolve it in one go i.e. improve First Call Resolution (FCR) ratings. It has a two-fold impact on a call center operation – 1. Customers do not call for the same issue more than once, which reduces the number of calls in the queues. 2. Overall customer satisfaction level improves as customers’ issues are resolved quickly.

Use multiple modes of digital communication

Phone support alone is not sufficient to tackle customers’ issues in the modern world. There are multiple modes via which customers like to make contact e.g. email, social media and Live Chat. If you are only going to use phone support than you will limit the number of people calling in, thus reducing your brand’s outreach and popularity. Also, quality phone support agents are rarer and more difficult to find. You also have to pay them higher salaries. For these reasons, an Omnichannel approach like running a contact center makes perfect business sense. Partnering with a competent vendor with readymade resources is the perfect way to cut down on call center outsourcing cost.

Offshore outsourcing and recruiting a liaison manager

Call center business outsourcing to a developing country like India allows you to exploit the currency exchange rate to its fullest. You can cut down the cost of operation by half and even more in some scenarios. And, if you are worried about high cost of travel to oversee these operations, you can hire a liaison manager. This person will act as your eyes and ears, and will coordinate all your operations in the vendor premises. A win-win situation for both you and the vendor.

Vcare is one of the most prominent call center business outsourcing company. It has experience of handling projects from different domains including the highly challenging call center for doctors offices. As it has all the right resources available in-house, it serves as your one-stop-shop for hassle-free outsourcing at considerably reduced price point.

4 Tips to Optimize Call Center Outsourcing Cost for Ecommerce Business

Ecommerce is slowly transforming into the most important platform for buying and selling commodities. The convenience that it offers to the buyers and the profits it generates for entrepreneurs makes it a win-win proposition for everyone involved. But as fast as it can transform your brand into a household name, it can also become your worst nightmare if ordering process is not smooth. Or, if there are constant errors in the supply chain and inbound call center is ineffective in stemming the rot.

Call Center Outsourcing to the Rescue

Call center outsourcing to a quality vendor provides a sure shot way to improve your eCommerce biz. Experienced agents and all the right call center resources at your disposal means that you stay prepared to handle any problem of any magnitude. However, cost is a major concern, which prevents you from selecting the most appropriate vendor for your call center operation.

4 Tips to Optimize Call Center Outsourcing Cost

High call center outsourcing cost may deter you from choosing a good vendor for your operation. But if you know the criteria of selecting a quality vendor, then you can definitely find someone who can help you without emptying your cash reserves:

 Look outside the country, especially if you are based in a developed country

The call center outsourcing cost in the developed world is quite high when compared with the cost in the developing world. If you are in the US, then choosing call center outsourcing based out of USA i.e. to a country like India can be a great choice. Vcare has its base in the US, but also has access to exceptional call center talent in India. Outsourcing to Vcare can help you bring down the cost of operation considerably.

Look for one-stop-shop solutions

Outsourcing different processes to different call centers India companies can add new financial liabilities like travel costs, accommodation costs etc. So, choose a one-stop-shop solution like the one offered by Vcare. At Vcare, we have several processes that are run under the guidance of experienced management.

Look for scalability

In a call center process, the requirement of workforce can increase at just about any time. So, if you suddenly go looking for new vendors, you won’t get the best deal. It is possible that stop-gap solutions may end up costing you more than what is necessary. On the other hand, when you have a partner company with scalable workforce, then all your unforeseen requirements will be met easily.

Look for readymade software expertise

Call center software is quite costly, especially high-quality CRM and IVR solutions. Look for a vendor that already has cutting-edge software, so that all your work operations are optimized. With the right software at its disposal, a call center vendor can offer its services at reduced costs. The efficiency of the process is improved and so is its quality.

Summary

When you are looking for a call center outsourcing company, don’t just go looking for call centers near me. Try to find a vendor that has all the right resources and is based in a country that can offer you great financial rewards. Vcare is one such outbound and inbound call center services provider with a great reputation in the market. It takes great care of its clients and runs its operations 24x7x365.

The Myth Breakers for Call Center Support Outsourcing Assumptions

Assumptions are part of the human nature and play a huge role in shaping our perception of the world. Even businesses do not remain untouched by presumptions, and call centers India are no different. While some beliefs are perfectly justifiable and have data to support, there are others that are formed through rumors and misinformation. There are many call center support outsourcing myths that are floating on the Internet, and may stop you from reaping the most benefits from an outsourcing venture.

           

Common Myths Busted

A call center outsourcing can fudge its statistics and fool you

While it is entirely possible to fudge stats like any other business, it is a problem that can be easily avoided. First of all, if you choose a vendor that has a good track record and reputation to save, then you will most likely get accurate reporting. But, just to be on the safer side, you should pay some attention to the Service Level Agreement (SLA). An SLA should be jotted down with great care. Always mention the level of quality you expect. For example, you can prescribe the average time in queue, after call work time and call abandon rate, and then periodically monitor it. If you are still doubtful about the sanctity of the details furnished, have a liaison manager placed at the vendor premises.

You will get shortchanged for call center resources

Call center resources – human and software – are vitally important for the rightful operation of a call center. When you partner with established call center support outsourcing companies, you get the best software i.e. CRM, IVR, networking software, ACD etc. as part of the subscription. As call center vendors utilize the same subscription of software for multiple vendors, they are able to spend heavily on the best software. In most cases, you will get better software when you outsource than what you will buy yourself for an in-house operation.

It is impossible to match the quality of in-house work with outsourcing

Through experience many outsourcers of IT services learn that they won’t be able to get the same quality of work done via outsourcing. Although there are certain work profiles where quality is definitely diminished, call center operations are not one of them. The experience of an outsourcing vendor can be a blessing for a company that does not have a history of in-house call center projects.

Offshore outsourcing does not understand your culture

This might have been true in the earlier stages when call center outsourcing was a rare phenomenon, but it is not the case anymore. Nowadays, there is a greater understanding of foreign cultures, all thanks to exposure via media content, IT platforms and social media. Moreover, competent vendors like call center outsourcing India enterprises integrate cultural trainings as part of their Voice & Accent programs. Vcare is one such company that leaves no stones unturned when it comes to familiarizing agent with foreign culture. It has an established base with several call center outsourcing companies located in United States of America and India. Due to its outreach in the Indian subcontinent, it can offer you its services at a competitive price while keeping the quality as a constant.

Vcare is a versatile call center outsourcing company with decades of experience. It never compromises on quality and always maintains high standards throughout the tenure of association with its clients.