To Outsource Or Not To Outsource – Why You Should Outsource Call Handling

To Outsource Or Not To Outsource – Why You Should Outsource Call Handling

Most businesses these days outsource at least one non-core business process, with most outsourcing far more. There are many well-known benefits to outsourcing, so if you’d like to improve your business capabilities and take your business to a bigger and better level, then it suffices to say that outsourcing is for you.

Not sure of the benefits that outsourcing has to offer? Here are a few to inspire you.

  • Outsourcing is very cost-effective and can help you to operate your business more cost-competitively
  • Outsourcing empowers your employees to concentrate on what they do best, which usually isn’t answer the phone
  • Outsourcing enables you to access the services of talented individuals who can perform the process better

Those are three of many reasons why businesses across the face of the planet are outsourcing their non-core business processes, like call handling, to professional service providers.

This point is very important if you’re to make outsourcing work in favour of your business, so always insist on outsourcing to professional service providers, like providers of professional telephone answering services. 

You may be able to find a company that can answer your phones more affordably, but are they capable of conveying the kind of impression that you want your business to convey? Saving a few quid here and there is not a reason to outsource call handing – making an excellent impression, all the while saving money, is.

Why You May Find Outsourcing Call Handling Advantageous 

Don’t believe that every single business needs to outsource their call handing needs to an experienced call handling agency, as many businesses don’t have the need to. If your business is to make the most of the opportunities that outsourcing presents, you have to be selective about the processes you outsource to service providers.

For example, if your business only receives a few phone calls a day and your employees are quite okay with answering the phone and can do so proficiently, is there any point to outsourcing call handling? In a nutshell, no, there isn’t.

However, if your employees engage in tasks that require their full concentration and answering the phone becomes a distraction that prevents them from giving their work 100 percent, then outsourcing is definitely in your business interests.

What’s more, you’ll find that there are many excellent providers of professional telephone answering services that are well worth focusing your outsourcing attentions upon.

Overseas Call Handling 

As you may or may not be aware, the days of outsourcing call handling to India are now pretty much a thing of the past. This was a trend that lasted many years, but as so many callers couldn’t get their heads around the accents, not to mention the often poor quality of the phone lines, it didn’t prove much of a success at all.

Then came the Philippines, an improvement it must be said, but by this time many businesses here in the UK were already outsourcing to local call handling agencies, and when they realised just how beneficial this was, they didn’t want to make any further changes, despite the cost savings that they stood to take advantage of.

As a result, if you’re thinking about outsourcing your call handing needs to a call centre, it’s definitely in your best interests to do so to a local call handling agency, one that’s locally owned and operated. Here are a few reasons why:

  • Callers won’t get ‘lost in translation’ speaking to a foreigner
  • They get the impression that they’re speaking to an employee
  • Your business is much better able to put its best foot forward

There are many excellent call centres here in the UK, so whether you’re looking for a call centre in the South, the North, or in the capital, you won’t have to look very far to find a suitable call handling agency to outsource to. Many UK businesses are now enjoying the many benefits of outsourced call handling, and your business can too.

Make an Excellent Impression upon Callers 

One of the most prominent reasons for outsourcing call handling, or at least one of the most notable benefits that it presents, is the opportunity to make an excellent impression upon callers. And not only first time callers either, but repeat customers as well – it’s important to make an excellent impression at all times, and not only on the first call.

Reduce Workplace Distractions 

When employees are unable to concentrate on their core tasks in the workplace it has a tendency to reduce their productivity, increase the likelihood of absenteeism, see staff turnover rates shoot sky-high, and make life at work less enjoyable for all involved, including their employer.

This is a very important issue to pay time and attention to, because high levels of employee satisfaction are crucially important for the success of any business, whilst low levels of employee satisfaction will only lead to problems, potentially major problems that could impede the organisation’s ability to operate efficiently.

First-Rate Customer Service 

Another prominent reason for outsourcing call handling to a dedicated call handling agency is the ability to provide outstanding levels of customer service, something that most businesses naturally, and wisely, place great emphasis upon.

As many business experts say, ‘excellent customer service should be at the heart of every business’, so if you’re not providing your valued customers with high levels of customer service, it stands to reason that you’re going to be overlooked. And quite likely by your immediate competitors too.

Without competitively high standards of customer service it will be impossible to make your customers feel as important as they know they should feel, which means that answering the phones professionally, and making them feel as though no one is more important than them at the present point in time, is essential, and having your calls answered by an experienced receptionist, one who always answers the phone with a smile, plays a big part in delivering outstanding levels of customer service.

Outsource call handling needs to a local call centre, and reap the many benefits.

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