Why In-house Call Center is a Bad Idea

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jems hugThe question of a sizeable investment often puts off the business firms into hiring a call center. They feel that an in-house team of answering serviceagents is all they need to get off the block. However, that is a bad idea. There are several reasons why I say so. Let’s list them down here:

1.An in-house inbound call center team would require trained agents. Or, you will have to train them yourself. The process begins with hiring the call center agents. After you have the team on board, you have to train them in the project that they will be working on. They will need a complete training module, from voice training to various other aspects of call center services. If you get a BPO on board, you need not bother with this process at all. It’s the BPO service that will hire, train and get agents to work on your project. The idea is to transfer as much of the non-core work of your business to the business process outsourcing unit.

2.An in-house team doesn’t have the experience of working on varied telemarketing project that a call center would have. BPO agents are skilled in different projects, where they worked for different parameters. That gives them a better understanding of the work that they have to do. Their experience brings down the loss of resources that will come your way in case of in-house teams. The call centers know the obstacles on the way of the project and can suggest ways in which you can bypass those roadblocks. Without this guide, your telemarketing effort may seem prodigal at a time when resources are expensive.

3.Call center agents have a knowledge bank that helps your project. Their knowledge base helps you in the lead generation process. They have segmented data that makes it possible for the telemarketing services agents to target specific demographics. This brings down the number of calls made by the outbound call center team and the sales lead generation is more focused. Come to think of it, clients these days want quality leads instead of many. The goal is now to build up a reliable base of customers. A BPO firm can help you attain that.

4.Answering service is best done by a team of inbound call center agents. They are professional in their handling of customers. They answer and process the queries of the customers and clients so that your business may keep its reputation intact. The loyalty of the customers comes from how your company treats them after they purchase your product/service. If they are satisfied with the BPO service, they will steer clear of rebates and discounts offered by your rivals in the market.

5.You will need to make sufficient investments to set up an in-house call center department. You will need equipment and technology. You will need office space to seat a certain number of BPO agents. You will need to pay establishment costs for that. In short, it will be more expensive than hiring a BPO service firm.

We offer call center support to all business firms. Our BPO price tags are ordered to suit your business needs.

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