By Joel Sylvester, Chief Client Officer, Five Star Call Centers
No matter the business platform, companies look for dynamic strategies to boost profits and streamline operations. In recent years, operations teams have faced new challenges that have affected efficiency and profitability. Wage growth is at an all-time high. Job holders earn 5.9% more, while job switchers see around 8% in wage increases. As an added burden, Inflation jumped to 9.1% in June of 2022.
All these factors combined have companies looking for ways to shore up expenses without cutting corners. That’s why operations teams, managers, and business owners turn to cost-effective BPO call center outsourcing.
Ready to get started with Five Star Call Centers? Contact us today to learn more!
What is a BPO Customer Service Call Center?
It’s no secret businesses have been battling labor shortages. Statistics reveal that nearly 4.3 million people left their jobs at the beginning of 2022. On top of that, consumers have grown accustomed to 24/7 customer service care, stemming from increased digital communications. In fact, some studies show that customers expect responses on live chat within 1 minute or less.
To manage high-consumer demand with limited labor amid rising costs, companies seek help through business process outsourcing (BPO). BPOs are third-party agencies that assist companies with managing daily operations. BPO contact centers specifically handle aspects of inbound customer communications.
Their services include, but aren’t limited to:
- General Inquiries
- Order Processing
- Issue Resolution
- Product Support
- Warranty Management
- Data Tracking
How Can BPO Call Center Solutions Benefit Your Business?
The ultimate goals of BPO call centers are to save companies money on operational-related costs and free up employee time. Call center agents handle administrative functions and non-core duties. This allows companies to focus on high-level needs, like product leadership, client development, and strategic planning.
However, call center outsourcing services include more than answering phone calls. A skilled BPO center enhances client service, delivers high-tech solutions, and saves businesses money.
Here are some of the profit and efficiency-based benefits when partnering with a call center:
- Access to innovative tech. Advanced BPO contact centers provide state-of-the-art technology like JUX™ software, and AI and IVA capabilities. They also offer in-house IT support, so if there are any tech-related hiccups, they’re dealt with swiftly and professionally. This means businesses get access to the newest tech without the cost of investment.
- Omnichannel communication capabilities. Modern customers want options. 98% of people bounce between devices daily. Offering various customer service access solutions is key to retaining consumer engagement and boosting sales. A call center outsourcing company manages voice and digital interactions across platforms, so your customers can always reach out in their preferred method. Plus, omnichannel customers spend more than single-channel consumers—4% more in-store and 10% online.
- Support 24/7/365. Utilizing omnichannel solutions, and providing self-service and IVR options allow companies to offer customer care around the clock. Increased customer service can also increase brand awareness and revenue. In fact, studies have shown companies can boost revenue by 4%-8% simply by improving the consumer experience.
- Save on training and labor costs. Contact center agents come highly trained in your field, ready to work without interrupting business continuity. The average U.S. company spends over $1,000 per employee on training. Outsourcing agents can save on labor costs. Plus, call centers allow for flexibility in terms of customer service scalability. This means you can ramp up agents or scale down as needed.
Looking for an Expert Call Center Services Provider?
We offer outsourcing from our U.S., nearshore, and offshore call centers. We also have hundreds of agents trained to help take care of your business.
Contact us today to learn more!