8 signs that it’s time to outsource your call management service

Outsourced call management services are the ideal way to guarantee high-quality customer service. This approach enables constant accessibility, reduces waiting times, boosts customer loyalty and increases sales. By outsourcing your telephone service permanently or at specific periods, you’ll benefit from optimum management of inbound and outbound calls, while gaining peace of mind. If you manage your customer service in-house, here are eight signs you should consider switching to outsourced call centre services.

What is an outsourced call management service?

Outsourced call management is when a company delegates all or part of its customer interactions to a specialised service provider. Whether outsourced on a permanent or ad hoc basis, the result is a high-quality customer service that’s always available.

What are the advantages of outsourcing call management services?

Outsourcing call management is helpful when you’re not available, or when you have appointments or meetings. It’s also recommended during unpredictable call peaks or when it becomes difficult to manage all your incoming calls.

The external service provider guarantees constant availability of telephone answering service, and prevents you from losing customers. The outsourcing specialist ensures that all calls are picked up almost immediately, and that callers are better taken care of.

Delegating your call management to an outsourced specialist, such as ProContact, offers the following advantages:

• Guaranteed reception of all incoming calls: you won’t have any missed calls during your periods of unavailability or call peaks
• Reduced waiting times for callers
• Seamless telephone answering service even outside business hours
• Flexibility and availability: relieved of the telephone answering service, you can concentrate more on your specialist activities, without worrying about losing customers
• Substantial savings: the outsourced telephone answering service eliminates the need for unforeseen cost overruns. Most outsourcing providers offer pay-as-you-go billing
• Customer satisfaction and loyalty
• Business growth.

Outsourcing call management: for what type of business?

Inbound call overflow can affect any organisation, no matter its size. This is why outsourcing call management is not just for large companies. Many start-ups, small businesses and SMEs use outsourced telephone answering services to free themselves from time-consuming tasks, so they can concentrate on their core business. Outsourcing enables them to benefit from a dedicated customer service team that ensures calls are always answered and customers are promptly dealt with.

8 signs that it’s time to outsource your call management

Are you concerned about the quality of your customer service? Don’t hesitate to switch to an outsourced telephone answering service if any of the following situations apply:

1. If call handling adds little value to your core business

Your agents have to carry out a variety of tasks in the course of their dealings with customers: handling complaints, providing information on products or services, offering technical assistance, providing information on the status of a file, and so on. Unfortunately, these operations are time-consuming and add little value to the company’s core business. If this is your case, consider outsourcing customer service and assigning your agents to more rewarding activities.

2. If there is significant seasonal variation in call volumes

An outsourced telephone answering service is recommended if you notice significant seasonal fluctuations in call volumes. This solution allows you to:

• Avoid having to find other work for operators during slow periods;
• Pay overtime during peak periods;
• Hire additional resources or train your staff to cope with seasonal increases.

When outsourcing call management, the specialist company offers an on-demand service designed to meet your call volume.

3. If customer service management costs rise

Outsourcing call handling services can reduce your company’s expenses and free you from certain charges, such as the cost of customer service space, social security contributions and so on. Delegating customer service to an offshore provider is financially advantageous for companies, as it enables them to benefit from the same quality skills as those available in France, at very reasonable rates.

4. If your customer satisfaction indicators are low

To retain your customers, you need to provide them with agents who can respond to their requests at any time, and offer them a seamless customer experience. In most cases, agents don’t have the time or the skills to satisfy customer expectations. In this case, it’s better to resort to an external service provider that deploys a competent team to meet your customers’ needs at all times.

5. If your customer service department suffers from high turnover

High staff turnover is detrimental to the quality of your customer service. This is mainly due to agents resigning too often, or to high demand for leave or sick leave. If you notice these situations, the ideal solution is to call on a company specialising in outsourced call management. They guarantee a controlled turnover rate, the availability of their agents and a telephone answering service that’s always operational.

6. If you’re losing sales

Declining sales may be due to inefficient customer service. When you outsource your customer relations, your service provider is committed to finding better reasons to call, in order to generate leads and convert them into consumers. His team will also know how to assess your customers’ expectations, conduct negotiations and apply the best up-selling or cross-selling strategies. The end result is increased sales.

7. If you’re planning to expand internationally

It’s a good idea to develop a partnership with one or more outsourcing partners if you feel the need to expand internationally. The professional will guarantee you a customer service that effectively meets the needs of your customers located in your various countries of operation.

8. If your customer service is often unavailable

Lack of personnel and time are often the causes of unavailable customer service. The consequences are far-reaching: loss of trust, loss of customers, falling sales and reduced business performance. To avoid these pitfalls, entrust all or part of your customer relations to a specialised company.

Contact ProContact for a professional outsourced call management service

Boost your company’s growth by choosing ProContact’s call management services. Our services are designed to increase your skills, quality and agility, without you having to make a major investment. Our qualified, trained and hand-picked agents, combined with our commitment to continuous improvement, enable us to guarantee a tailored telephone answering service that’s always available and attentive to your customers’ needs.

ProContact is more than just a contact centre. Partner with us and treat yourself to a premium customer service that makes it easy for you to build customer loyalty. In addition to our outsourced telephone answering service, we also offer other services, such as secretarial outsourcing and HR outsourcing.

Contact us today to build your tailor-made offer.