Today more than ever, as a company, you need to optimise your costs in order to continue to grow despite a destabilised and destabilising economic environment. Indeed, Covid-19 is not only a threat to man, but also to all economic actors around the world. At present, no structure is spared, both SMEs and giants of several industries. In order not to be part of the collateral victims of the coronavirus pandemic, you have an easily accessible solution which has proven itself for many years: outsourcing. ProContact is the first French-speaking contact centre in the Indian Ocean. With 18 years of experience in this sector, our teams are ready to take on new challenges for you and with you.

Outsourcing: what is it about?

Outsourcing refers to the use of a third-party company to perform tasks on behalf of your company. The agents involved are external to the client company, being the employees of the outsourcing provider. At ProContact, we take care of a wide range of tasks, including remote marketing, tele-prospecting, incoming call management and also tasks related to your Human resources, remote secretary, etc.

Why is this the right time to outsource one or more services?

To save on labour costs

Figures (as of January 1, 2020) support the cost of a SMIC employee working 35 hours per week in France:

Gross monthly wage:

• Gross – €1,539. 42
• Net – €1,219

So count €1,583 per month for an employee paid at SMIC and working 35 hours / week.

Other remuneration for the same employee profile

• Restaurant Tickets (if your company offers),
• Paid leave allowance (10% of gross remuneration),
• 50% of home-work transport costs (if the employee takes public transport),
• Occupational medicine (membership: approximately 65 € + visit: 65 € / year),
• Maintenance of salary in case of illness or family event,
• Mutual benefits

Bonuses for the same employee profile, if your company offers them

• Thirteenth month or holiday bonus,
• Interest, participation or abundance premium

Indirect costs

• IT and logistics equipment,
• Office rental,
• Training and coaching,
• Recruitment

Real cost of an employee’S work based on SMIC in France:

• Low range: 107% of SMIC,
• High range: 140 to 170% of SMIC

It is obvious that labour costs in France are higher than in other countries. Between wages, salary benefits, taxes and other items of expenditure, expenses increase rapidly, significantly reducing the profitability of the enterprise.

Outsourcing to our Contact Centre is the answer to this problem: as outsourcing providers, we take care of the salary costs of our agents!

For flexible human resources

Two factors that need to be taken into consideration

As a company, it can be complicated to thank an employee, the process being not only legal, but also emotional. In the context of outsourcing, these concepts take a different turn; one which is advantageous for the client. You just have to ask the provider for a suspension or modification of the outsourcing contract.

Stop suffering from turnover within your company

Currently, your company can not afford to have a high turnover. According to a global survey by Deloitte, 43% of millennials plan to quit their jobs within two years. Among Generation Z, 61% of employees say they want to stop working in a company within two years.

Outsourcing gives you the ability to adapt the resources available according to your needs without wasting time, money and resources.

To deliver a high-quality service always

Each employee or team has its own specialty. It is therefore difficult to ask these people to leave their contractual role to perform tasks which have low value added but are necessary. Examples include remote secretary services, telemarketing, satisfaction surveys, etc. By doing so, these human resources will quickly lose sight of their main objectives, thus penalising the core business of your company. Let’s add to this issues such as sick leaves, vacation, family contingencies, etc.

Outsourcing is, in such a case, synonymous with consistency thanks to trained agents and who are always up to date in the processes in order to meet the needs of your company. Our call centre manages its own human resources to ensure that nothing impacts on your needs. We ensure the continuity of our service, regardless of the events that occur, as was the case with general lockdown.

To mitigate risk and accelerate the growth of your business

Outsourcing helps companies refine their business models to become more profitable. As a partner, ProContact helps you maximize your performance while mitigating risks.

Contact us!

Britain is expected to experience its worst recession in three hundred years: according to the Office of Budgetary Responsibility, the country is expected to experience an annual contraction of GDP of more than 10%. Regardless of the country in which your company is located, outsourcing will provide you with all the tools to optimise your costs while remaining able to satisfy its customers.

As partners of each of our clients, we offer them great flexibility, know-how and cost-effectiveness. At ProContact, our Contact Centre has all the necessary technological means and trained, qualified and multilingual agents.

Today, companies that trust ProContact’s Customer Relationship Centre to take charge of their B2B / B2C prospecting, remote secretary services, customer relationship, CRM tool and software, Satisfaction Survey and human resources services are stronger to deal with the coming economic crisis. To learn more about our services and for a quality partnership, click on our contact form, send us an email or call us at (+33) 1 77 75 04 50.

How much is your time worth? This factor is one of the most valuable elements for you as a business leader, but also for your employees. By using your time in a relevant and optimised way, you will be able expand your business. Outsourcing is undoubtedly the best tool to manage your time in a relevant way, more specifically by delegating the administrative tasks of your company.

If you are considering to outsource the administrative tasks of your company, here are 5 good reasons to start partnering with a leading call centre in the Indian Ocean. With 18 years of experience in all types of operations, ProContact’s contact centre provides you with qualified and trained agents to take care of your human resources management or remote secretary services.

An investment to effectively save time … and money

It is a very common scenario: an entrepreneur whose company is in trouble will waste his time finding ways to save money. As for the one whose business thrives, he will prefer to spend money to save time. While this distinction may seem to be reductive at first, one must bear in mind that it is always possible to earn money unlike time, which is flying at a rapid rate.

Having a full-time employee requires you to find money for many expenditures such as salary, equipment or training. With the outsourcing of your administrative tasks, your company will only spend on the services it needs, which represents a substantial saving at the end of each year.

To sum up, it is essential that you and your human resources are able to devote your time to the core business of your company. Our contact centre is with you in this crucial stage of your business development. Rely on an experienced Customer Relationship Centre, which has proven itself for several years in the Indian Ocean.

What services to outsource and when to do it?

Before making a final decision as to what and when to outsource, the first question to ask is ‘what is the purpose of this approach?’. Here it is a question of entrusting certain essential but time-consuming administrative tasks to a specialised company. Our contact Centre helps you set up a process that is sufficiently personalised and calibrated to enable your business to grow and satisfy its entire customer base.

Whether your business is going through a busy or slower period, we adapt our strengths to effectively meet your needs. Together, we will delineate the process of each service concerned (remote secretary, human resources, payroll, etc.) and then decide on the procedures to be followed by our agents as well as the number of people needed, depending on the periods, with the possibility of changing this number.

Application and analysis of forces

On what criteria will the outsourcing of administrative tasks of your company be based? Everything will depend on the skills of your human resources. By assessing the skills of your human resources, you will become able to correct all points of vulnerability.

Administrative tasks require time and special attention to detail to avoid any mistakes. As an entrepreneur, time is your most valuable resource and by removing administrative tasks from the to-do list, each actor will be able to focus on important decisions and actions.

If your company specialises in marketing, or offers web design services to other companies, the pure administrative part can heavily impact your financial performance and on the operational efficiency of your forces. The idea of hiring temporary staff to deal with your human resources or remote secretary service is valid, but not effective in the long term.

Our call centre covers different trades, which can be a significant advantage for your company: a single provider to take care of different administrative services of your company.

An unparalleled efficiency gain

Some times of the year are known to overwork the human resources of companies, which opens the door to mistakes. These same periods can coincide with the arrival of new employees, who must be trained and integrated into the company. By calculating the time lost for each small action, one becomes aware that the overall efficiency is far too interspersed for an efficient and unifying work.

By outsourcing your administrative tasks to a call centre such as ProContact, you will benefit from real expertise. Our agents are trained to identify all the information that may change your internal management. This support will allow you to clear time while having a perfectly run-in process.

The evolution of your business at your fingertips through outsourcing

Start today to let your business evolve, to gain efficiency and above all to save time. To do this, you must understand the ins and outs of outsourcing to put in place a functional and tangible plan that can help your brand to position itself sustainably among the competition. Give your human resources the opportunity to fully express their skills without having to stop to deal with tasks that are not part of their roadmap.

Outsource your administrative tasks to a leader!

ProContact will take care of your needs to allow you to focus on your business and to excel, without wasting time. Whatever your project, we have an adapted and sized answer!

Our agents are the subject of an extremely selective recruitment process based on language proficiency, professionalism and enthusiasm. We put at your disposal a « virtual ambassador » entirely dedicated to your operations and the image that you want to convey!

Many companies prefer to rely on their own employees to support their telemarketing service. While this approach may seem cost-effective, you must bear in mind that B2B telemarketing requires specific skills. At ProContact, our agents are trained as soon as they are hired, and then continuously, in order to deliver a service that meets your expectations. Our contact centre will allow you to generate leads while saving your financial and human resources. The experience of our agents will become the best asset to preserve and improve the brand image and the credibility of your company.

The various advantages of outsourcing your telemarketing service

ProContact is equipped with a long-term experience based on proven and results-oriented techniques. Our agents are trained to develop specialised skills, deliver efficient Account Management, a structured and consistent approach to your brand values which are essential factors to boost your return on investment.

Outsourcing to benefit from specific skills

B2B telemarketing requires in-depth knowledge that only a qualified and experienced telemarketer has. The issuance of high volume calls as well as constant quality require know-how and tenacity in order to generate qualitative results.

However, within a company, employees are generally not trained, or not sufficiently trained, to master the process of creating relationships. For his part, a contact centre agent knows how to go beyond his/her comfort zone and generate a positive influence on the decision-maker.

Performance indicators that are always in the green

For any company, telemarketing for lead generation and appointment setting must be subject to strict measures based on a set of key performance indicators. Through outsourcing, you will benefit from the strong support of a multi-role account manager. Most importantly, he/she will adapt its scenario for each campaign ordered by your company by:

• Managing resource deployment,
• Setting up call times, talk time and texts,
• Calculating conversion rates,
• Calculating costs per lead,
• Implementing early campaign reviews to gather customer feedback,
• Delegating tasks to competent officials, and
• Targeting resources to groups that cause more reactions

Benefit from a structured approach

The strength of telemarketing is its ability to collect all the necessary data in order to determine the best time to be the most effective. Add to this the proper prioritisation of resources in order to benefit from maximum impact.

By outsourcing your marketing department, you will benefit from efficient data management specific for your needs. Our mission at ProContact is to put at your disposal trained agents able to handle scheduled reminders while managing other channels in order to develop short and long term opportunities.

Offers your company a consistent representation of its brand

If one thinks that in-house employees are the best ambassadors for a company, this idea usually has some misgivings. ProContact’s telemarketing service provides you with a structured approach that will help determine your brand perception through an organized and consistent framework, clear procedures, follow-ups and an in-depth understanding of your brand and your business. Thanks to outsourcing, you will finally rest assured about the representation of your brand.

Increase the profitability of your business

By outsourcing your telemarketing service, your company will increase its profitability while becoming able to save time. It will also be able to focus on its core business and address, in a more relevant way, the quality prospects brought by your outsourcing provider.

Is your business in full development?

If you’re thinking about outsourcing your telemarketing service, but you’re having a hard time deciding, here are some good reasons to get started:

Low costs for high efficiency

As a developing company, you need to focus on the commercial aspect. However, this item can quickly increase your expenses and force you to distribute your human resources inefficiently. While hiring specialised employees may seem like a good idea, salary charges may overwhelm your budge. You should not forget about the legal aspects as well. Outsourcing will allow you to focus on your core business, without mandatory salary or material expenses.

Qualified and trained agents

Telemarketing requires a certain know-how that your own human resource team do not necessarily possess. Outsourcing will allow you to benefit from trained, flexible and experienced agents in many areas, including telemarketing. At ProContact, our expertise is broad enough to meet all your needs.

We train each agent since their arrival, and then continuously, so that they know exactly how to represent your company to your customers and prospects.

Quality customer service

If you have an in-house customer service in place and it does not meet your expectations, it can compromise the development of your business. With outsourcing, you no longer have to worry about training your existing employees in order to offer them a new direction which may disrupt their own expertise.

Focus on outsourcing so that you don’t have to worry about these aspects anymore and, above all, quickly benefit from customer service at the cutting edge of the latest best practices. Our Contact Centre has experienced agents and all the necessary infrastructure to carry out your mission.

To conclude

Outsourcing your telemarketing service is an advantage in itself. By entrusting this service to a company specialized in this type of service, you will be able to redistribute your resources in a relevant way and continue to deliver your know-how without having to worry about aspects that may become problematic over time.

Outsourcing rhymes with cost reduction. This solution is to entrust one or more services of a company to a third party provider. How to optimize it to be financially profitable as well? ProContact has been present in Mauritius for more than 18 years now. Our expertise has earned us the status of being reference in the field of contact centres. Here are our tips!

Outsourcing has convinced thousands of companies around the world. This solution offers many advantages to companies that decide to entrust some of their services to a specialist. There are many reasons, but the main one remains the reduction of costs, making this sector particularly dynamic in all circumstances. If you own a business and you plan to outsource, the first step is to understand how this solution can help reduce costs.

Bet on a provider who can take over while being away from your business

For effective cost reduction, do not stop at the first provider you contact.

Your provider must demonstrate that they have all the necessary resources to manage your projects and meet your needs without delay. Its agents therefore need to be constantly trained to handle your own clients and requests transparently and on an equal level with that your internal resources. Thus, your services will be delivered remotely, but much more efficiently.

Do not hesitate to approach outsourcing specialists such as ProContact. Since we are located in Mauritius, our agents are multilingual, qualified, trained and flexible to deliver services tailored to your time zone.

By confiding your needs to us, you will save on recruitment expenses. We also provide training for our agents, allowing your company to focus on its core business.

Agents available according to your schedules

If the question of time zones arises, know that, at ProContact, we adapt our schedules to those of your company. We are also able to ensure the continuity of outsourced services when your offices are closed, if you express the need. We give you the opportunity to reduce your lead time.

Outsourcing to reduce your wage costs

Reducing the lead time will allow your company to use its resources more efficiently, but also to only hire employees that are essential to its proper functioning.

Outsourcing so as not to suffer from a reduction in the wage bill

If your company is going through a complicated economic episode and it is forced to separate from some employees, including those who are important, outsourcing can take over. This solution will take over by allowing you to increase your margins and reduce fixed fees. It will also free up capital for other uses. In addition, your provider will be able to offer you a fixed-term contract, allowing you to further reduce your expenses.

Outsourcing to benefit from cutting-edge technology

Over the past decade, many innovations have come to the aid of businesses. At ProContact, we have invested in an advanced CRM allowing all possible outsourcing treatments: e-mail, chat, SMS, GED. We take care of your human resources services, satisfaction survey to assess the quality of your services, your remote secretary solution, your tele prospecting and your telemarketing.

In addition, we have set up a Digital Service that supports your maintenance/redesign of websites, e-commerce management, social networks, file processing, design & graphics, or content creation.

Outsourcing is therefore the best way for your business to save on technological investments.

Outsourcing to reduce financial requirements

There is a huge difference between wages in Western countries and those in countries such as Mauritius, where there is no shortage of skilled labour. Outsourcing with ProContact is the possibility for your company to save more capital, because besides the aspect of wages, you do not need to invest in premises and equipment.

A provider entirely dedicated to your needs

A good outsourcing provider conducts highly selective recruitment based on language proficiency, professionalism and enthusiasm. They must have an operational Call Centre team without delay and provide their officers with sustained initial and continuing training. At ProContact, we have little turnover and an average employee length of 4 and a half years.

To better serve you, we provide « virtual ambassadors », entirely dedicated to your operations and concerned with the image you want to convey.

To choose outsourcing is to be able to rely on professionals trained by the care of their employer. If you were to hire employees with the same level of expertise in your home country, the cost would be much higher.

Step-by-step outsourcing

How can step-by-step outsourcing reduce costs? Once your outsourcing project is in place, during the transition phase, you can only hire part of the offshore team. This will reduce the training costs of this same team.

Once the team in question is operational, the most experienced officers will be able to take the reins and train their counterparts.

Your outsourcing provider is a partner. Its role is to increase the efficiency of your business while allowing it to earn on many plans, including financial. ProContact supports you in your outsourcing project, advises you and will help you to set up a team capable of taking charge of your needs quickly and transparently.

Outsourcing is the most appropriate solution to intelligently lighten the workload of your employees and allow your business to grow, but it serves many other purposes. Indeed, in many sectors, cost reduction is also a vital pillar, leading to profitability and rapid growth. Here are 8 good reasons to turn to outsourcing.

When your business needs to innovate

Given the number of tasks you need to take care of on a daily basis, your teams are running out of time to meet their main mission: innovate. Many companies face this problem. Now, to grow, your brand needs to advance; to offer new products and new services to its customers. If the lack of time prevents you from devoting yourself to innovation, it is probably time to rethink the way it operates in its entirety. Today, it is difficult to maintain a company which unable to innovate, as this gap has a direct impact on growth. Therefore, to stop wasting time with routine tasks without added value, to free up your human resources and to allow them to express all their creativity, outsourcing takes over and at particularly attractive costs.

When your human resources have reached their maximum capacity

Outsourcing is the most appropriate solution when one of your key teams seems to be at their best and projects are stagnating. While demonstrating strategy and psychology, you will manage to present this solution as it is: a way to unload your human resources, which will be able to focus on their core business. In concrete terms, it will be necessary to audit the specific needs of the said team in order for it to achieve its objectives on time.

When you internal resources do not possess the skills to handle specialised tasks

The lack of expertise for a particularly specialized task results in two behaviours: the team in charge takes too much time to complete it and even more time when this task is repetitive. To avoid demotivation, in addition to time wastage, outsourcing is the most relevant solution. ProContact agents have continuous training to carry out specialised tasks related to human resources, satisfaction surveys to assess the quality of your services, remote secretary, tele-prospecting and telemarketing.

When certain tasks performed in-house have no added value for the company

It is difficult to decide whether to keep in-house or outsource certain tasks, as both options have their advantages and disadvantages. In order to make the best decision, it is necessary to analyse the competitive advantages of outsourcing over purely internal support. If in the second case, the advantages are absent, then it is time to outsource the tasks involved! Take the example of an e-commerce business that needs to manage its website. In this period of containment, orders explode and it is vital for the company to be able to present its products to consumers. However, because of the confinement, it is complicated to hire a web management specialist, not to mention the costs generated by such hiring.

ProContact is not just a call centre, we cover many trades, especially thanks to our digital service. The advantages are many: saving time, saving money or a web page that is always accessible and up-to-date.

When your business grows too fast

If you are a young entrepreneur or your company has just entered the market, there are many fears. Among them, there is that of a too quick evolution, which could prevent the company to satisfy its customers, to have delays in deliveries, etc. If that is your case, the outsourcing of certain tasks or processes will allow your company to gain in human resources, but also technological facilities in order to support such an expansion.

When skills and needs do not match

If you have specific needs, but you or your existing team do not have the tools to meet them, it is best to outsource. No need to force your hand if you are not equipped to take over a task for which you will waste time, resources and energy.

When you want to reduce costs

The wastage of resources comes faster than we think, which automatically leads to an increase in the prices of your products and wages. Perform an audit of your production process and you will notice that some tasks can be handled internally, while others can be delegated.

When you display too much delay

If your company accumulates delays in the delivery of its products / services, outsourcing can help. This collaboration can be done without you having to give up the essential elements of your marketing strategy. This will give you more time to focus on your priorities and meet your deadline.

In conclusion

Human resources, satisfaction survey to assess the quality of your services, remote secretary, tele-prospection, telemarketing; how to determine the services and functions to be outsourced? To what extent should this outsourcing take place? ProContact, your partner, is your go-to firm in the Contact Centre sector. Today we use advanced techniques in the field of outsourcing and offshore call centres!