Companies set goals and guidelines to ensure that each customer is satisfied with the service they provide. Customer satisfaction is among the primary objectives of all businesses that share the common vision of growth and success. Whether in a product or service-based industry, goal setting is a vital component when establishing in-house or outbound call centers. The kind of customer handling and care set a business apart from competitors.

A call center is the bridge between the company and the market. The success of telemarketing and customer service leads to high customer retention and return rate, increased sales brand recall and great public image. These by-products of an effective call center are much desired by market players with a well-defined vision.   By increasing their most important asset, a loyal customer base, enable the company to measure long-term steady progress. Customers appreciate swift, professional responses where they prop their opinion about a company’s image which can either break or build the business.

A call center performs a number of business functions for startups, SMEs and conglomerates. Tasks are not limited to customer support alone, it also realizes sales and marketing, lead generation, customer support, market analysis, product development and niche market penetration highway.  After determining the importance of having an operational call center, the next step is decision-making. Should companies keep it in-house or outsource? Let us look into the positive and negative points of each closely.

TELEMARKETING
In-House Outsource
Cost Efficiency The company needs to shoulder the staggering operation cost on all aspects of the contact center including the challenges.

  • Housing
  • Software
  • Salary
  • Maintenance
+ The BPO only charges 50% of the fixed operational and maintenance cost from outsource buyers. They also take responsibility for any challenges that may arise during operation.
Recruitment, Training & Employee Retention This takes away essential employees from their core duties due to call center staff turnovers for non-essential task like recruiting and training. Overworked core employees lose focus and company productivity suffers. + BPOs have a talent pool of well-trained professionals who not only act as salesmen and customer support,  but also as brand ambassadors who position the brand in the market
Scalability Business operations and continuity is affected when service demand is too high and the company can’t supply due to lack of liquidity or manpower + BPOs have resources and facilities needed for coping and handling client’s growth and increased market activity
Security + In-house security protocols stay within the company. There is no leakage of company secrets -+ BPOs gain access to company secrets who employ protocols to ensure that these secrets are protected by the staff who sign privacy agreements to ensure the client’s protection.
Risk Risk like sub-quality service, resignations, legislation changes, inflation and others are solely shouldered by the operator + Risk is reduced as part of the BPO service is to either share or shoulder the same risk which cost client less or nothing at all.

 

These are only a few points that outsource buyers need to consider. For inquiries, you can write to bd@athl.com.hk