Knowing whether something is right for you as a business is vital for any successful venture. You will need to weigh up all the advantages and disadvantages in order to make a decision, especially something that will make a significant difference such as call centre outsourcing in Cape Town and surrounds. Outsourcing your call centres should be a serious decision, as any interaction with consumers should be as positive as possible and will reflect on your brand.
If you are wondering, “What is call centre outsourcing?” the answer is simple and straightforward. Call centre outsourcing means that you will hire a company who will answer customer phone calls and queries on behalf of your company.
Related: Benefits Of Outsourcing For A Multinational Company
Essentially, the outsourced call centres in Cape Town will act as your customer service but will not be a part of your company, allowing your own staff to concentrate on providing customer satisfaction in other ways. So, if you are not sure whether in-house staff or outsourcing is the right choice for you, keep reading for some handy advice.
Is in-house the answer?
Here are the benefits of opting for in-house staffing options:
1. More control over the work
If you decide to keep the work in-house, you will find that you have more control over the work and the people who are working for you. You can also work towards maintaining your company culture and brand easily, without having to train new people in exactly how you want customer queries to be answered. But you will also need to train your staff in business and call centre processes, which can be time-consuming and costly.
2. Knowledge of your company
Your in-house team will likely have more knowledge of your company and what goes into the daily running of it. This will make it much easier for them to adapt to any changes and your in-house team will also likely share your vision for the company. This knowledge can be helpful when dealing with clients who have been with you for years, but be sure that your staff is also willing to adapt and change as your company does too.
3. Loyalty to the business
Having loyal staff is important to the smooth day-to-day operations of any business, and this is one of the major benefits of choosing an in-house team. You can ensure that they remain loyal by providing incentives and rewards, but be sure that this is not the only reason they remain with your company. Loyal staff also work harder and become more productive as they are invested in the success of the business.
Why consider outsourcing?
Here are the benefits of outsourcing some of your services and functions:
1. Help with time management
As a business owner, you are always busy, which makes it difficult for you to focus on your contact centre and dealing with every inbound call that you receive. By choosing to outsource your call centre, your business can better manage time and resources. The outsourcing company has professionally trained, target driven staff available for anyone who has a contract with them, meaning that your time can be put to better use.
2. It is cost-effective
One of the major benefits of outsourcing business processes and call centres is that it is highly cost-effective. This is because you will not have to train new staff for new roles, but rather will have access to a pool of talent who are already skilled in their field. This will save you money but is not a compromise on quality. You will not have to spend money on training staff or hiring new specialists and can use these funds for other business needs.
3. More talent for different jobs
If you have several roles that you need to outsource, you will have more access if you use outsourcing. You will find that there are specialists in a diverse array of fields such as software development, customer service, and business process outsourcing. This will give you a significant talent pool to choose from for the different jobs you might need help with. Each person is highly trained in their role and will be able to provide outstanding services.
Final verdict
Comparing in-house service to outsourcing can be difficult, but weighing up the differences can help. With an in-house team you might have more control over the work and the staff, but it can also mean that time is wasted on training them to use new software and techniques. The knowledge of your company will help, but some employees might be adverse to changing what they know so well.
By choosing outsourcing, you will have help with time management, and it is highly cost-effective. You will also have access to a diverse pool of talent for different jobs, which can be hugely helpful. Weigh up your options and choose the one which best suits your needs.
Related: How To Choose An Outsourcing Partner For Your Small Business