Four call center agents sit at their desks wearing headsets while they field customer service calls.
What does an inbound call center do to help companies attract and retain employees? Learn how contact center solutions are filling the talent gap.

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2023’s War for Talent: Why Companies Turn to Inbound Call Centers

By Joel Sylvester, Chief Client Officer, Five Star Call Centers

Competition for talent has always been a fierce battle. However, as industries rebound from pandemic-fueled losses and deal with the “Great Resignation,” companies are fighting harder than ever to find exceptional employees. Plus, inflation rates rose to 8.5% in 2022 (the highest rate since 1982), and there are talks of a recession on the horizon. 

With all these factors in mind, businesses must capture professional team members to retain current customers and reach new ones.

Call centers improve customer care by offering tech-based solutions so companies can focus on growth.

Inbound call center outsourcing companies are poised to be the new lifeline for industries facing talent shortages. Call centers help businesses improve customer care while offering tech-based solutions so that companies can focus on economic growth.

Five Star Call Centers offers outsourcing solutions. Contact us today to discover how we can help you!

Call Centers Support Internal Teams While Filling Talent Gaps

Want to stay on top of your talent pool in 2023? Learn how call center outsourcing solutions help companies retain current employees while supplementing their workforce. 

Call Centers Help Retain Current Employees

In the past, competitive wages were a key factor when it came to hiring and retaining employees. Today, that focus has shifted to workers wanting more of a balance between their working and personal lives. 

According to a recent Gallup poll, 61% of people surveyed consider better personal well-being integral to their job decisions. For many workers, remote and hybrid-based employment gives them the work-life balance they seek. Data scientists at Ladders found that 84% of workers believed a remote position would improve their overall happiness, with 74% stating that working from home is better for their mental health. 

Inbound call centers support a company’s hybrid and remote workforce by handling customer communications, providing industry-specific consumer care, and streamlining operations. These services tackle day-to-day tasks, helping reduce employee stress by freeing them to focus on immediate duties without interruption.

Outsourcing Customer Care Fills in Talent Gaps

In mid-2021, the voluntary quit rate among workers rose by 25%. In 2022, more than 40% of employed workers are considering leaving their current jobs. 

While wages and personal benefits are among some reasons people switch jobs, others are leaving positions to pursue different interests. Even as industries—from transportation and healthcare to hospitality and retail—try to pull in new talent and fight labor shortages, employment gaps still persist. 

Call centers offer scalable solutions to fill talent gaps. Agents are trained in a variety of industries and highly skilled in their fields. They are adept at handling all manners of client communications around the clock. Client contact positions handled via call center agents means operations teams can focus on employee recruitment. 

90% of consumers use customer service as a deciding factor on whether or not to do business with a company.

In fact, 90% of consumers use customer service as a deciding factor on whether or not to do business with a company. So, not only can call centers fill in customer care gaps, they can help boost revenue through their expert assistance.

Case Study: Five Star Call Centers Boosts Logistic Provider’s Customer Rating by 38.5%

24/7 Tech & Product Support Bridge the Skills Gap

Having to manage employee turnover in a product and technical support department can lead to downtime companies can’t afford. Additionally, tech is always changing and it can be difficult to quickly find a candidate with the right skill set.

With access to product and tech support 24/7, companies reduce downtime. Plus, these services ease employee burdens by troubleshooting product questions for devices and software, escalating service to on-site technicians, and much more.

When working with an outsourced contact center, companies also have access to cutting-edge software without the cost of investment. 

For example, JUX™ is Five Star Call Centers’ proprietary order management system software that streamlines communications without interrupting business continuity. This top-of-the-line software also helps operations teams track inventory, manage sales teams, connect managers, and more within a central platform. 

Contact Us Today for Inbound Call Center Outsourcing & More

Our skilled agents will take your brand to the next level and help you win the war for talent. With over 40 years of expert service, we know how to handle all your customer service needs, promise quality assurance, and deliver in-house IT support. There’s a reason why our services are award-winning!  

If you are looking to enhance your customer service, contact us today.

Want real-life examples of how we can benefit your company? Look over these case studies that showcase our proven track record.

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