4 Benefits of Outsourcing to a Call Center

shutterstock_242966560Customer service is part of every job, and a community association is no different. However, being able to answer all those questions and respond to those complaints in a timely manner can become difficult, so check out these four benefits of outsourcing to a call center.

It Can Save You Money

It may seem like hiring another company to do part of your business would cost you money, but outsourcing some work to someone else can actually save you money. If you develop your own call center, you have to pay for a facility, equipment, operations and staffing, which can quickly add up. However, when you outsource, you don’t have to pay for all these features. You simply pay a fee for their service, and the cost of hiring the outsourcer is shared between clients.

Outsourcers Have Quality Control

If you’re a community manager or board member on an HOA, you have a lot of hats to wear and a lot of work to do. Some aspects of your job may become more important to you, so you can’t offer much quality control to your phone calls. However, a call center does one thing: provide customer service. This means they have the time and ability to monitor and control quality by monitoring answer time, first-time call resolution, and all the statistics that shape a top tier service.

Outsourcers Have the Latest Technology

While managing a community or working on the board, you’re probably investing money in keeping the neighborhood safe, up-to-date and beautiful instead of focusing on getting the best customer-service technology. However, because call centers are all about customer service, they are more likely to invest in the latest customer-service technology. They don’t have to put money toward securing your neighborhood. They just have to put money toward improving customer service, so they can afford expensive features such as VoIP, web chat, SMS text, social media monitoring, etc.

Your Customers Get Help When They Need It

You can’t be there to answer phone calls every moment of the day and night. Even if you have your own call center, you may only be able to afford a small staff, working a regular 8 a.m. to 5 p.m., Monday through Friday shift. However, if you outsource to a call center, your customers get help 24/7, which will drastically improve customer service. Customers want to get their questions answered on their own schedule, not yours, and an outsourced call center allows that.

Hiring a call center to handle your customer service is a great option because it benefits everyone. You can save money and customers get a better experience, thanks to quality control, new technology and 24/7 support.

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One Comment on “4 Benefits of Outsourcing to a Call Center

  1. I really like what you’ve said in the article about outsourcing in order to keep up with the latest customer service and call center technologies. If you’re a business owner, you should probably stay focused on keeping up to date in the field your business works in. As the article points out though, because dedicated call centers are all about customer service, they’re far more likely to keep up-to-date technology in that field because that’s just what their company does.

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