Collaboration | Innovation | Integration
Company Growth & Expansion
One of the most prevalent reasons for call center outsourcing is a company's rate of growth. The limitations associated with facility size, call center equipment, employees, and other cost factors can cripple a company's growth to the point of stagnation.
Call Center Department Costs
Another appealing reason for outsourcing is decreasing operational costs, and taking advantage of economies of scale. The efficiency of a call center directly relates to the overall productivity of the agents. The ratio of time spent on the phones with customers versus work breaks, inactivity, lag in calls, etc. can consume valuable resources. By outsourcing to TAS, the company is able to maximize efficiency by only paying for the time the operators are in direct contact with end consumers of the company, thereby increasing efficiency to 100%.
Specialization
Perhaps the primary skill set of the company does not revolve around the customer service call center. Call centers take a wide variety of skill sets to manage, yet returns on in-house call center services are often miniscule or non-existant compared to the resources they consume. If a company has limited experiences in running a call center, it is not unusual for the cost of the in-house call center to exceed its estimated returns.
Improve Customer Service
Many of today's call centers are overtaxed by the customers calling in. Efficiency within these call centers may be waning due to an increase in sales, an increase in customer service issues as products age and become dysfunctional, or due to increased call volume associated with a product recall. TAS can act as an overflow relief valve or in a stand alone capacity to ensure your customers always receive the best service.
Lower Call Center Volume
Perhaps the volume the call center receives doesn't justify the cost of having a staff on hand 24 hours a day, 365 days a year. Another possibility is that the call center volume fluctuates throughout the day. From 9am-5pm, an in-house call center may take the majority of the calls, while Answerphone manages the overflow as well as after hours calls. An operational model such as this greatly increases the overall efficiency of the in-house call center.