Call centre outsourcing is becoming an increasingly common strategic business decision for New Zealand companies. It enables businesses to manage their customer service functions through a third-party provider, often called a business process outsourcer (BPO). You can use outsourced contact centres for inbound and outbound contact and call services, lead generation, helpdesk services, sales order fulfilment and product research.
Here are some of the benefits of using other companies to run your call centre and customer helpdesk services:
Outsourcing customer support services allows you to focus on the core operations and skills of your business
Small companies, in particular, tend to exhaust their in-house customer support staff by giving them responsibilities as call operators too. This means that instead of your in-house experts focusing on the ‘big picture’ aspects of customer service and being able to give their full attention to solving key issues, they are inundated by the day-to-day calls with questions that could be answered from a script or comprehensive set of instructions. Call centre outsourcing services deal with the routine calls and FAQs, and pass the key issues onto your team, so you can ensure the skill sets of your in-house experts are being used as efficiently as possible.
Provide 24/7 customer support by outsourcing calls
By outsourcing your customer inquiry calls, you can essentially extend your business hours. Your customer satisfaction rate will increase due to the elimination of delays in response times, and you will be able to provide service in areas outside of your time zone. Third-party call centres are also well-equipped to deal with high call volumes, so your customer satisfaction rate will remain high even during peak periods.
Expand into foreign markets more easily with multi-lingual call operators
Outsourcing your calls to multilingual contact centres means you can overcome the language barrier when you are dealing with overseas customers.
Outsourcing your call centre support is cost-effective
Not only will you have to pay for less call-related training for your in-house employees, you will find that the cost-per-call drastically drops when you subcontract out your call centre functions. We spread our costs and time across multiple clients, meaning you will be paying for limited idle time and no facility expenses.
If you would like to hear more about the benefits of outsourced call centre services and what it could mean for your company, our experts are happy to answer any questions. We provide exceptional Kiwi customer service, quality assurance and regular reporting updates.
Get in touch with the Corporate Connect team to decide whether call centre outsourcing is right for your business!