Customer Service

Inbound and outbound call centre consulting firms

Customer experience emerged as a new battlefield over the last decade as customer interactions and customer satisfaction became key driving forces behind a customer’s purchase decisions. As a result, more than two-thirds of companies are now competing primarily on customer experience (from 36% in 2010), and 88% are trying to prioritise customer experience in their call centres.

With the increasing focus on improving customer experience, more businesses are looking at outsourcing their inbound and outbound call centre services. As a result, the global contact and call centre outsourcing market is likely to grow from $79.5 billion in 2022 to $113.13 billion by 2028, with a CAGR of 6.06%.

However, despite call centre outsourcing often being the best option for many businesses, selecting the call centre vendor or scope of outsourcing services can be challenging. Getting in touch with a call centre consulting firm can be helpful in such cases, allowing you to choose the best-suited outsourcing vendor for your inbound and outbound call centre operations.

Why choose call centre outsourcing?

One of the biggest reasons companies choose outsourcing inbound call centres is the labour cost. From big corporations needing hundreds of call centre agents to small businesses only needing a couple, the time and cost involved in hiring, training, and retaining call centre agents are immense. Additionally, scaling or adjusting the outbound call centre services, with hiring and training new agents as the business grows or removing agents when demand decreases, can be challenging with an in-house inbound and outbound call centre. But with call centre outsourcing, you have solutions tailored to your specific needs, 24/7 access to trained professionals, and a way for your customers to always reach you for an enriched customer experience. Opting for call centre outsourcing services can also reduce overhead costs and focus your resources on core business operations to ensure high productivity and value.

Benefits of engaging with a call centre consulting firm

Engaging with a call centre consulting firm with operational and technical expertise can simplify your outsourcing journey. From defining your scope of outsourcing and understanding which processes to outsource and to what degree to vendor selection and contract negotiation, a consulting firm can be a valuable partner in ensuring quality implementation and cost savings. Additionally, it can help you understand the evolving call centre technologies and facilitate the selection of telecommunications technology and the network and data infrastructure you would need to serve your customers. Once you have a contract with an inbound call centre outsourcing service provider, a consulting firm can help you with a comprehensive performance gap analysis to identify opportunities for performance improvement, productivity enhancement and cost savings, ultimately contributing to enhanced customer experience via the contact centre.

How analytics can benefit inbound and outbound call centres?

A call centre is a treasure trove of information, collecting thousands of data points per second and allowing you to serve your customers better. Whether you choose to outsource your inbound or outbound call centre services, call centre analytics is your ultimate guide to gauge your performance and develop performance improvement strategies.

  • For an inbound call centre, in addition to monitoring primary KPIs and analysing service level agreements, call centre analytics offers a comprehensive overview of your operations and allows you to identify performance gaps, potential opportunities, and risks to your operations. You can also leverage machine learning and AI solutions to perform predictive analysis and sentiment analysis to understand customers' views and expectations about your products and services and develop strategies for a potentially relevant future.*
  • In the case of an outbound call centre, since the goal is to generate revenue instead of simply addressing customer queries, you need to monitor multiple iterations of interacting KPIs. As a result, you need data-driven strategies, which call centre analytics make possible. You can perform predictive analysis to identify relevant future scenarios to prepare for and strategise. Analysing individual agents' performance in depth to understand how they can handle different customers can help you redirect your resources for better performance efficiency.
  • Ultimately, you can use call centre analytics to improve operational efficiency, decrease operational costs, and improve customer satisfaction in your outbound call centre. Additionally, you can also prepare for any potential future scenario by making favourable alterations to your operations. This helps keep your performance consistent in unforeseen circumstances and your operations running smoothly.

How can Infosys BPM help?

Infosys BPM Customer Service Outsourcing solutions can help you navigate the perpetually evolving landscape to handle customer touch points across the complete lifecycle effectively. Infosys BPM understands your business-specific needs and expectations to offer customised customer service solutions. With different business objectives in mind, our service offerings of customer care services, service desk services, contact centre consulting, and support services help foster an intensive partnership, helping you deliver a holistic omnichannel experience. Leverage the Infosys BPM Customer Service Outsourcing solutions for your inbound and outbound call centre outsourcing needs comprehensively and sustainably.

* For organisations on the digital transformation journey, agility is key in responding to a rapidly changing technology and business landscape. Now more than ever, it is crucial to deliver and exceed organisational expectations with a robust digital mindset backed by innovation. Enabling businesses to sense, learn, respond, and evolve like living organisms will be imperative for business excellence. A comprehensive yet modular suite of services is doing precisely that. Equipping organisations with intuitive decision-making automatically at scale, actionable insights based on real-time solutions, anytime/anywhere experience, and in-depth data visibility across functions leading to hyper-productivity, Live Enterprise is building connected organisations that are innovating collaboratively for the future.

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