Customer experience has become an increasingly important priority over the last few years, and for a good reason. To put this in numbers, 73% of customers agree that the customer experience influences their purchasing decisions. And 89% of consumers switch to a competitor after a poor customer experience with a brand. Regardless of your business and its model, emphasizing what your customers want should be at the forefront of all decisions if you want to keep customers and attract new ones.
The best customer engagement ranges from inbound and outbound phone calls to texts and social media messages. This is depending on how the customer base wants to communicate with the customer service team. Better interactions with current customers lead to higher customer satisfaction, higher customer retention, and easier customer acquisition. Thus, getting professional assistance from Top International Inbound and Outbound Call centre in India can be highly beneficial.
What Are In-house And Outsourced Call Centres?
In-house call centres are exactly what they say with Agents, call flow, telephony infrastructure and administrative staff all housed within the main organization. All call centre activities take place within the scope of the company.
Outsourcing call centre on the other, also known as business process outsourcing (BPO), is a business model in which a company outsources and manages some or all of its call centre activities to the Best International BPO in India.
There are three types of BPOs brands often used to outsource call center activities:
- Onshore: operating in the native country
- Offshore: operating outside the native country
- Nearshore: operating in a neighbouring country
What Are The Advantages Of In-House And Outsourced Call Centre?
Advantages of Outsourced Call Centre are:
Cost Efficiency: One of the primary reasons for outsourcing call centre activities is cost efficiency. Data shows that businesses can save up to 50% by outsourcing to Top international BPO in India. Countries like India are preferred markets due to relatively low labour costs and call centre installation costs.
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Focus on Productivity:
Call Center Outsourcing helps businesses focus on core activities such as sales, production and distribution. Non-core activities only put additional responsibilities on employees’ shoulders, hindering productivity as well as distracting them from focusing on their part.
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Risk Mitigation:
Outsourcing to the Top international BPO in India implies a mutual risk-sharing agreement. This gives the outsourcing company a certain amount of security and provides support in any difficult situation.
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Trained Personnel:
Outsourcing call centre activities reduces the need to find a qualified team and invest in training. A professional call centre outsourcing services company has a talent pool of experts who understand business goals and customer expectations and can confidently speak as your brand’s voice.
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Scalability:
As the volume of business surges, call centres must scale to ensure uninterrupted customer service. Outsourcing to the Best International BPO in India allows companies to easily expand their customer service needs without making additional in-house investments in human resources and technology.
Advantages Of In-House Call Centres Are:
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Personal Attention:
In-house call centres are likely to serve only one brand, which can increase the chances of giving each customer the right amount of attention. Agents can be trained to be trusted, brand ambassadors.
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Security:
No third party is involved, so the risk of exposing customer data is negligible. Customers also feel more confident when they believe they are interacting with a direct representative of the brand/company.
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Flexibility:
If one needs to implement a new business process or make an announcement, one can do it right away. This is because the firm itself directly supervises an in-house call centre. It also gives companies the flexibility to change existing processes without significantly slowing implementation time.
Ultimately, the vision and mission of the organization will determine the final decision to have an in-house or Top International Inbound and Outbound Call centre in India. What is right for one company may not be right for another. Therefore, the decision should be based on proper consideration. An outsourced call centre should have good background checks, experience and procedures in place, while an in-house call centre should have good proof of concept. Either way, the key differentiator is customer satisfaction. Care must be taken to ensure these centres are modern and relevant to current customer needs. Get in touch with V3 Outsourcing Solutions Pvt Ltd to know more about the benefits of BPO services for your business.