When your in-house call center just doesn’t work anymore: How to decide when to outsource an inbound call center service

In outsourcing an inbound call center service, how do you decide when to stop overanalyzing and start taking the following steps to a successful outsourcing journey?

Here are some points to guide you so you’ll know when to outsource an inbound call center service when your in-house call center can’t keep up anymore:

1. Know the situation.

Remember that any wise business decision traces its roots from an accurate and complete knowledge and analysis of the present business needs and challenges.

• Research internally. Take the time to ask your call center agents how they are doing in their job. Do they accept more calls than they can handle regularly or daily? Do they have the tools they need to perform their task well, or are the tools that enable them to do the work efficiently? By interviewing them, you will see your company’s existing inbound service straight from the actual doers – your front liners. Analyze the key performance indicators and reports.  
• Research externally as well. Getting your customers’ feedback will help you see the bigger picture and make an intelligent solution. Has there been more than one instance where a customer waited too long before their call was answered? Has a customer lost interest in your business after conversing with your call center agents?
• Observe. Observe your call center agents as they do their job by listening to some of their calls. Are their communication and customer service skills meeting your company’s standards? Do your call center technology and infrastructure cover your customer service needs? Is there a work overflow? If you were the customer, would you be satisfied with the way the operator handled your call? There could be more questions, and the answers will help you decide if and when outsourcing should be done.

2. Plan.

Now that you have the answers, it’s time to plan accordingly. With the proper assessment based on your current business situation and specific needs, you can know how urgent your need is to outsource an inbound call center service. If your current system is functioning well and your clients are satisfied, it may be possible to delay outsourcing for a while. Consider outsourcing if your clients are unhappy with your inbound service or if managing a contact center is draining valuable resources.

Call center providers have extensive experience in the customer service industry. This enables their customer service representatives to possess the necessary talent, skills, and technology to deliver excellent work. Additionally, they have the appropriate infrastructure and work environment to support their operations. Outsourcing an inbound call center service can help your business cover work overflow and utilize your in-house staff in other core tasks. Outsourcing lets you access the best call center technology without investing much.

When it’s time to search for the right outsourcing partner

Looking for your inbound call center service provider may be challenging simply because there are a lot of call centers to choose from. An article published in The Summit Express reported that as of 2012, there were almost 800 call center companies in the Philippines and growing. You have to be sure that the call center you choose to outsource understands your company’s values and standards, not just your products and services. By that, delivering a consistent, excellent customer service experience to your clients is guaranteed.

Can’t your in-house contact center keep up with the demands and challenges of customer service? Contact us today and try outsourcing to a trusted inbound call center like Magellan Solutions.

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