Many
companies waste a lot of effort in trying to run in-house call centers and do
not get the results they so desperately desire. Oftentimes, this is not a
result of any lack of their efforts. Mostly, it is the lack of their experience
in this unfamiliar domain, which prevents them from fully exploiting their
customer-facing endeavors. Also, it needs to be understood by companies that
the world is changing and we are at a juncture where technology rules the
roost. Technologies especially IT has created new channels of communication,
which are preferred by many users over the traditional call centers. Email
support, chat support, social media communication platforms, online forums and
several other new virtual channels form an integral part in the modern-day B2B
and B2C interactions. Therefore, outsourcing contact centers by companies has become a common trend.
Outsourcing Contact Center vs. In-Housing Contact Center
For many companies, running a simple call center is
a great responsibility. Add to that the new burden of managing several
different channels/departments, and the task begins to appear even more
daunting. Below is a comparison of running an in-house vs. outsourcing
contact center:
·
In-house contact
centers require that you procure the right skills, software and resources for
all channels. Outsourcing contact centre gets you immediate access to all the resources.
·
There are several
major investments in an in-house operation. In contrast, outsourcing contact
centers require you to make periodic payments.
·
If the in-house contact
center fails, then your capital investments can be hard to recoup. But, even if
the outsourcing venture goes bad, you don’t have to worry financially.
·
You are more secure
with your data when you employ an in-house contact center. outsourcing
contact center to a random vendor can be a weak point as far as data
security is concerned.
From the above comparison, it is very clear that outsourcing call center can be a much better option. It also does not
burden you with new liabilities and you are able to maintain your focus on core
operations. However, data security can be a cause of concern, especially if the
vendor is not well-known. But this weak point can be eliminated by partnering
with an experienced and reputed call center company like Vcare.
Advantages of Partnering with Experienced Outsourcing Contact Center
It could be hard for you to get over the predicament
of choosing a contact center
outsourcing partner. But the
moment you find the one who is right for you, you are able to tap into the many
advantages it provides:
Equal or better data security
An experienced vendor with a reputation to save
will administer much better security measures to prevent data breaches. As it
already has many clients, it would know about the major security
vulnerabilities, which will allow it to protect your data better.
Best
contact center tools
Running
a contact center can become a simple task if you have the right tools. A
reputed outsourcing
contact centers service provider like Vcare has the best CRM, IVR, ACD
and other essential contact center tools. Not only that, it also has the
workforce that already has long-term hand-on experience on these tools.
Complete
scalability
Business
operations can ramp up or down in scale at just about any time. In such
situations, if you do not have the right amount of people in your contact
center project, then it can lead to major problems. For example, if the number
of employees is more than the requirement, then you have to pay extra salaries.
And if the number of employees is less than what is needed, then you risk long
queues and high call abandonment rate.
At
Vcare, we offer completely scalable outsourcing
contact
center services and
implement the best security measures to prevent data breaches. We are 24x7
operational and can help you reimagine your brand’s image with our world-class
services.
