The call center industry in the United States is on fire. The industry is now valued at nearly $31 billion.
Despite the economic headwinds and two consecutive quarters of negative GDP growth, the call center industry still got bigger. In 2023, the industry grew by nearly 4%.
The reasons for this growth are obvious. In a tough financial climate, businesses are looking to increase productivity and reduce operating expenses. In addition to accomplishing these things, there are many other benefits to hiring a call center.
Read on to learn about all the benefits of call center services. Explore topics such as call center operations and how to incorporate them into your business plan.
What Are the Benefits of Call Center Services?
Many businesses are hesitant to outsource services to a third party. Outsourcing services involves adding a new expense on paper. Some feel uncertain or unconvinced that outsourcing will produce a positive return on investment.
However, there are indisputable benefits to hiring a call center. Continue reading for a brief description of each benefit:
While hiring a third-party call center adds a fixed expense, it reduces costs in the long run. This is a direct result of lower direct and indirect labor expenses.
You no longer need a dedicated human resource to make or answer calls. This offsets much of the added cost of an outsourced call center.
In addition, you no longer need to provide benefits. This means indirect costs such as retirement savings and health insurance are no longer your responsibility.
It is also possible to save money on other overhead expenses. With a lower headcount, your business can operate in a small space.
A lower headcount means lower utilities and rent. It also means less office furniture, computer hardware, and office supplies.
Outsourcing to a third-party call center also yields productivity gains. You may be wondering how outsourcing is any better than an in-house solution.
For starters, in-house personnel often have other responsibilities that distract them from their primary job. Additionally, your workers may call out sick or take a vacation.
Third-party call centers do not rely on a single resource. Instead, they can backfill an employee who is out of the office. They are able to replace the absent employee with another trained and experienced worker.
With dedicated and trained professionals, you are also improving call quality. There are experts readily available to solve complex problems or customer issues.
Call monitoring helps the call center team continually improve their craft. The end result is a better customer experience for all, which will lead to higher sales.
Your Guide to Outsourcing Call Center Services
You are now ready to hand off your call center operations to an experienced team. While we covered a few benefits like time and money, there are many more advantages.
Your business is certain to see a positive return on investment in a short time. If you are interested in outsourcing call center services, contact us today to speak with a trained professional.