How Does Outsourcing Contribute to Organization Growth?

Today, various corporate conglomerates outsource their calling functions to balance cut-throat competition and retaining/acquiring new customers. Vast improvements in available contact center software solutions allow vendors to offer such solutions efficiently. This, in turn, empowers organizations to make customer-centric strategies and a budget plan with important (and supporting) functions outsourced. As it is important to render quality and minimize costs, hiring outsourcing units for your Business Service and Generation Processes is a great option to maximize growth. There are even other reasons to hire an outsourcing unit.

Reason # 1 - Educated and professionally trained Customer Sales Rep

Tough screening process - The task force at contact centers is handpicked through a series of custom designed screening process including multiple rounds like Voice Modularization as per client geographical condition, customer service/problem solving skills, interpersonal skills to check if rep can withstand pressure, long-term stability and other rounds based on client’s business process.

Comprehensive On-the-Job Training - Selected candidates go through a complete training workshop which includes process, communication and management training (Email etiquette). After completing this training, candidates are introduced to client’s products and services. They go through online tests with mandatory option to secure minimum passing grade. Once the rep is aware of the products, they go through a series of dummy mock and live calls to become familiar with the customer issues and ways to tackle them. Once the entire training process is over, they are screened and the best customer representatives are appointed to work on live calls with tools like quality call center software solutions.

Reason # 2 - Low on Costs and High on Quality Delivery

The outsourcing unit is equipped with managers and center head with years of experience in handling similar business process. Organizations can outsource both contact center and business development process to outsourcing units with ease. Inbound contact center receives customer qualms and calls. Contact center rep utilizes their extensive product and problem solving knowledge to assist customer and resolve their queries 24 * 7 * 365. Outbound sales representatives use their extensive knowledge and are divided in teams. These teams include Lead generation, business development, sales, marketing and appointment setting with C Level employees to sell organization's product and services to increase the growth factor substantially. They use high quality outbound call center software to maximize productivity and quality.  Various IT companies even outsource their IT maintenance services by hiring IT engineers offshore.

Example # 1- TCS hires Mainframe Support engineers to receive calls from UK Corporate customer using TCS’s Vendor product and engineers provide technical support by resolving issues with the product.

Example # 2- Telemarketing/Inside Sales Consultants utilize cloud contact center software to check customer history stored on the cloud and understand the customer requirements and pain areas. They propose a customizable win-win solution keeping budget and pain areas in mind. A deeper example will be a business client looking to develop a chat application as a start up business. Inside sales will receive this client’s contact through the uploaded excel file in the call centre software. They will call, understand the features of chat application and convince them to get this chat product developed by their organization.  

So, inbound contact center services improve customer experience through cloud customer service software while outbound sales representatives help to grow business and educate customer about client’s product and how it can help them to resolve their issues. 

The icing on the cake lies in using the best telemarketing software for agents to dial only the required number while managers can check LIVE RECORDING, fetch Dynamic Reports on average handling time, send feedback templates to customers, and define call hours to organize and maximize business generation activities.