Why should companies choose an outsourced call center?

1. Let enterprises open source and reduce expenditure, and avoid the risk of human investment The operating cost of the call center is composed of human resources, computer software and hardware, equipment, etc. According to the "2007 China Call Center Operation Benchmarking Management Report" on the cost analysis of some call centers, the overall personnel cost accounts for more than 50% of the total cost of the call center. Therefore, if the cost of human resources is properly managed, the operating costs of the call center can be effectively controlled.

However, in the field of customer service, the high mobility of customer service personnel leads to the repeated addition of various costs of human resources, and enterprises often bear the cost of operating risks that outweigh the losses. For the personnel outsourced from the call center, the call center is responsible for its recruitment, training, treatment, etc., which eliminates the complicated work of personnel management of the enterprise and avoids the corresponding investment risks, thereby saving operating costs. 2. Enable enterprises to obtain professional customer service talents in the short term Compared with previous years, the number of call centers engaged in professional outsourcing has increased significantly, which has intensified the competition in the call center industry, and at the same time, more and more call centers can provide more professional and meticulous human outsourcing services, and the customer service talent reserve of the call center has also been guaranteed to a certain extent.

In this way, enterprises have more opportunities and solutions to choose when choosing human resource outsourcing providers. Moreover, many of the customer service personnel outsourced from the call center have practical experience in customer service, and they can be employed after short-term training, and they can quickly enter the working state after arriving at the post. This kind of manpower outsourcing starts quickly and achieves quick results, allowing enterprises to avoid the competition for customer service talents in the talent market.

3. Avoid policy obstacles and control labor costs The nature of some enterprises limits the scale of enterprise personnel expansion, and customer service is a relatively manpower-intensive department, therefore, customer service personnel will occupy more employment indicators, limiting the entry of personnel in other departments. The use of manpower outsourcing to solve the problem of customer service personnel avoids some policy obstacles. And once the business volume declines, the company can also return people to the outsourcer to minimize labor costs.

4. Solve the problem of personnel shortage in the special customer service business of enterprises Some enterprises' customer service is very dependent on the system, such as telecommunications companies; The customer service of some enterprises is related to customer resources, such as financial enterprises; There are also enterprise customer service itself is the core business, for these special customer service business, the possibility of enterprises to completely outsource it is very small, but enterprises can cooperate with call centers human resources outsourcing. This not only solves the problem of customer service talents of the enterprise, but also ensures the unified monitoring and management of the customer service department of the enterprise.

Enterprises can avoid the huge investment in equipment, space, and personnel required to build their own call centers;

Enterprises can avoid the time required for self-built call centers and learning operation management, and meet the needs of customer service in a short time.

Enterprises can avoid call center operation problems caused by their own management experience and level problems.

As a non-core business, call centers can become more specialized through paid social services. At the same time, enterprises are also more able to concentrate their own advantages and focus on strengthening and focusing on the development of their core business;

Enterprises are more flexible and autonomous, and can expand or shrink their services at any time according to demand;

Through the technology update of the outsourcer, enterprises can always get an advanced call center platform;

The call center requires a lot of specialized knowledge, including not only PBX ACD (automatic call distribution), IVR (interactive voice response), CTI, fax system, SMS platform, agent software, recording, outbound call system, ICC (Internet call center), desktop application system and other technical solution details; At the same time, it also involves the planning, system implementation and operation management of call center strategy, organizational structure, customer service process and performance appraisal system.

Call center outsourcing is including manpower to equipment are outsourced to the third company, by the third company to help your company sell products, call center this is a great help to the sales team, you can ask the call center of Haoletong Technology.

The call center industry includes the service outsourcing industry, as well as self-built and hosted call center service providers.

Call Center Industry:

It refers to a service organization composed of a group of service personnel in a relatively centralized place, usually using computer communication technology to deal with inquiries from enterprises and customers, especially with the ability to process a large number of incoming calls at the same time, and also has the caller number display, which can automatically assign incoming calls to personnel with corresponding skills to process, and can record and store all incoming call information. A typical customer service-oriented call center can have both inbound and outbound call functions, and can carry out outbound services such as customer return visits and satisfaction surveys while handling customer information inquiries, consultations, complaints, etc.

Service Outsourcing Industry:

It refers to the business model in which some enterprises transfer their non-core business to a professional team in order to reduce costs, improve efficiency, enhance the core competitiveness and other factors, including business process outsourcing (BPO), information technology outsourcing (ITO) and knowledge process outsourcing (KPO).