- Line One
How Outsourcing Your Contact Centre Can Help Your Business Grow
Growth is important for all businesses, especially new companies and startups. In their early stages, companies are always looking for ways to facilitate growth. One way they may overlook is outsourcing their contact centre.
Outsourcing your contact centre can help your business grow by saving money, helping you stay flexible, and helping you hit the ground running with proven processes.
Reduce Costs with Outsourcing
Labour costs are usually the biggest burden for companies. It costs money to hire, train and manage staff. There are payroll and related tax costs for employees, along with benefits. Laying off staff and dealing with employee turnover are also costly and time consuming.
Contact centres today also have to be multi-platform, requiring a technology infrastructure that may be cost prohibitive for many growing companies. And what will likely be the ongoing need for social distancing in the workplace will make the real estate required for an appropriate call centre even more expensive.
On the other hand, a good outsourced contact centre can give you all the benefits of a highly skilled, highly motivated team, without any of the HR headaches or overhead costs. This can save money, of course. Plus, when you and your team aren’t bogged down with managing extra employees, you can all focus on what you do best: growing your company.
Flexibility is the buzzword of the day, with good reason. When you are trying to grow your company, you need to stay flexible, especially in your staffing decisions. This is especially true if you are seasonal, or if you often take on special projects.
Small companies that outsource key operations like their call centre can scale up and down at the drop of a hat, because they’re not responsible for hiring, training and laying off staff directly. In this way, an outsourced call centre can make your company much more responsive to boom and bust cycles, and better able to plan and budget for them.
Get It Right
The right call centre can be a lot more than just some disinterested people who answer the phone. Choose a company with highly trained and dedicated staff, and they can become a trusted partner helping to fuel your growth.
Remember that customers today have very high expectations when it comes to customer service. They want to be able to reach you whenever they want, on whatever platform they want. And they really don’t want to wait on the phone. It’s unlikely that one person will able to field all calls like a receptionist could do in the past. You need a skilled team of expert communicators, who are proficient on all the platforms your customers use.
For this reason, working with a call centre means you’ll be able to take advantage of their expertise from day one. You’re ensuring that questions, queries and incidents will be handled in the right way, from the first call.
Line One also offers service desk and advisory services along with our contact centre services, ensuring your company has access to all the proven tools it needs to stay successful and keep growing. Contact us to learn more.