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  • Chathurya Heiyanthuduwa

How outsourcing your call center impacts business growth?


Photo by Alex Kotliarskyi on Unsplash


Outsourcing is a corporate technique in which a business contracts a third party to complete work, manage operations, or deliver services on its behalf. If a company has to provide customer service but isn't in the industry of providing call center services, outsourcing their call center is the right approach. When firms concentrate on production, sales, or other objectives, an in-house call center has the potential to divert attention away from the company's fundamental objectives. Spending actual funds to offer more men and power, or deploying resources outside of core company activities, might have a detrimental influence on other departments if business revenues are diverted to the installation of a successful call center. As a result, transferring risk to call center specialists rather than retaining it in-house can be seen as a corporate growth strategy.



Outsourcing is one of the most important strategies that firms evaluate when deciding whether or not to invest in a call center. Outsourcing can enhance a company's response time by a few minutes and reduce the number of missed calls. When opposed to hiring their own employees, hiring an offshore call center provider can help firms save up to 70% on manpower expenditures. Outsourcing a call center allows businesses to tap into a larger pool of talent from all around the world. Customer service call centers are considered as a cost component as well as a potential profit generator. Using an external offshore call center rather of putting up a company's own after-sales service can save money. Efficiency is crucial in each decision or transaction. Businesses benefit from outsourced call centers because they help them run more efficiently. Companies can recruit more outsourced professionals for a lower overall cost than if the call center was in-house. Each employee is productive, and when call centers are outsourced, companies are seeing an increase in the amount of work they can accomplish. Not only are outsourced call centers cost-effective for businesses, but they are also cost-effective for customers. When there are more people working in a call center, customers will wait less. Customers claim that their interactions with the representative over the phone are faster and more successful in completing tasks than before outsourcing.


Furthermore, call center outsourcing firms are prepared to deliver services in a variety of languages. In other words, they provide multilingual customer assistance. Call center personnel who speak the local language project a positive image of the company in the eyes of clients. Organizations with customers who speak different languages may be dissatisfied if the company continues to provide customer support in only one language owing to a failure to voice their concerns. However, call center experts in the industry use call center employees that are fluent in a variety of languages and are well-versed in dealing with consumer concerns under duress.



A 24-hour answering service, on the other hand, provides companies with 24/7 access to their consumers. The most efficient strategy to improve sales is to engage directly with customers. Through individualized connections with the target market, companies can create more leads and close more sales with a 24/7 call center. Sales Capital, for example, is a call center in Sri Lanka that provides 24 x 7 customer enquiry management and contact center solutions tailored to the company's budget. Their technologies are designed to track all client enquiries that the brand produces and to provide real-time information on the operation.