Outsourcing has been around for a long time and it continues to incessantly scare some companies. Misconceptions and the fear of the unknown form a perfect combo to keep executives who are less inclined to trust a proven business strategy away. This article will look at the true face of outsourcing, as portrayed by ProContact, the first French-speaking Contact Centre in the Indian Ocean!
What are the most common fears about outsourcing?
Costs, communication barriers, quality, security, technical problems, time zones…. these are the most commonly expressed fears of companies tempted by outsourcing, but afraid to take the plunge. ProContact is here to reassure you…
Precise and optimised costs
The costs, especially hidden, are undoubtedly one of the biggest fears of companies. In fact, by finding the right provider, outsourcing allows you to save considerable amounts of money every year. It should be noted that the service provider must provide a complete price list that is above all, easily readable and understood by all.
ProContact’s solution: our outsourcing platform offers you the same quality level of service as achieved inshore thanks to our three production sites. Moreover, our mastery of technological resources both in terms of CRM software and office equipment as well as the control of production costs, allows us to offer you remote services with a very competitive price / quality ratio.
Communication is the key word of a successful outsourcing partnership, whether you are looking for French-speaking or English-speaking agents. At ProContact, we offer a wide range of services:
- B2B/ B2C Prospecting;
- Remote secretary;
- Customer relations;
- CRM tool and CRM software;
- Satisfaction surveys;
- Human resources;
- Digital outsourcing.
ProContact’s solution: to carry out each contract, we have set up a multilingual team of qualified, versatile and expert remote agents who are fully dedicated to customer satisfaction; yours of course, but also that of your customers.
Outsourcing makes it possible to have agents dedicated to quality control, supported by proven tools and processes that ensure the accuracy of data processing: the final project must always meet the customer’s requirements! Each project is subject to regular audits, so that everything takes place with the utmost precision.
- A highly qualified and positive team that is able to ensure a tailor-made follow-up of each operation;
- A demanding recruitment process;
- A dense and continuous training on processes such as incoming calls, outgoing calls, marketing, webmarketinhg, etc.;
- A motivating and humane management style: supervisors who listen to employees and listen to you;
- An independent quality department with a single goal: customer satisfaction
SLAs and KPIs
In order to be precise in their actions, companies are setting up an ecosystem that is personalised to such an extent that many of them fear the intervention of outsourcing, which may adversely affect production.
ProContact’s solution: we implement SLAs and KPIs for data entry missions, independent data entry, outsourcing of business processes, such as accounts payable or receivable, and other processes.
A guaranteed level of security
Data is the liquid gold of business. The risk of losing it is always high in new companies, unless you can count on an experienced outsourcing provider that especially equipped to ensure data protection and security.
ProContact’s solution: ProContact customers feel safe! The infrastructure is, first of all, based on Dialogic-Vocalcom’s latest generation platforms offering high-level flexibility and reliability. The solutions used also allow advanced call/processing management.
As a result, they offer all the functionalities necessary for the activity of a general contact centre. Finally, Vocalcom is secured by a Vicidial solution running permanently in the “cloud”, that is, operations can be resumed instantly. Thus, the whole system is completely safe.
When a company decides to outsource its business processes, it requires the presence of technical support and even training. It is very likely that the internal resources of the company does not have all the necessary expertise in order to make the changes in the required time.
ProContact’s solution: we assign a dedicated and experienced project manager to each project. This ensures that all your requirements are met, including in the event of technical problems.
The question of the time zone
A successful outsourcing is coordinated and can be followed at any time by the sponsors. How does this happen when a service provider is on the other side of the planet? Can this affect the smooth running of the business? Will customers lose confidence and turn to the competition? Not with ProContact!
Procontact’s solution: ProContact adapts to your needs, wherever you are in the world! We adapt our schedules according to your needs, so that your company is always reachable, including outside of its opening hours and during holiday periods. Thus, you can gain credibility and reliability, two pillars that are important for customer satisfaction.
Outsourcing is our business! At ProContact, we closely accompany you in the inclusion of this solution in your business strategy. We offer you, without delay, an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.
ProContact is more than a contact center. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.
Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.