Redefining the way Outsourcing works

CHAPTER 1


WHY OUTSOURCING

CHAPTER 1
WHY OUTSOURCING?

Many corporations started taking the proper steps to save on cost by working remotely as the cost of office space can be repressive. If the employer can get away with calling an employee a sub-contractor in America, he can save on SSS and Health insurance benefits and other associated cost of the employee working in house. Technically, this is breaking the law and all the more reason to outsource overseas with a net net cost per worker. For this reason, outsourcing has become a good alternative since its main consideration involves cutting business operational costs especially now that the economy is struggling. Other companies have used outsourcing to transform, expand, and even fundamentally change their company’s infrastructure for years so more and more companies are getting on board. And also, let’s not forget the turnover rate in the first world for the lower end rank-and-file positions is horrendous. But in the outsourcing world, one can grow a loyal long-term staff with little transition.

Countries such as the United States and other first world countries have turned to outsourcing as one of their most integral part of their business operations. Having another company or an overseas workforce gives them the ability to lower the number of their in-house employees, increase overall growth and productivity, and focus on better quality services for long-term picture mentality. Combining these benefits, you can expect to receive long-term results. The turnover rate in outsourcing is much lower which is also a major factor and we must repeat that over and over.

            So if you are curious to know if outsourcing can be a good fit for your business or upcoming project, then you have come to the right place. The truth is, whatever you set out to do, you can become successful by hiring the right team, especially during this time of challenge. To further understand, below are some of the most predominant industries that outsource:

CALL CENTERS

Call Centers: Call center outsourcing has gained a lot of attention throughout the years. To industry giants like AMEX, VISA, and COMCAST, it has become a strategic business decision of subcontracting customer care. This way, the call center can handle their customer requests from several inquiries, do inbound to outbound calls and emails, and cater to all types of businesses.

For the inbound campaigns, the outsourced call center attends to incoming messages from customers who seek information about your product or service, reservations and bookings, and other customer-related concerns. With major credit card companies and banking industries, they fall on the category of the typical question and answers. Any kind of tasking can be done by an outsourced call center even refunds for non rendered goods or services.  

On the other hand, outbound outsourcing assists in generating leads, selling products or services, delivering information like attending webinars, conducting surveys and research, setting appointments, and collecting payments. There’s nothing that cannot be done with proper training. Let’s divide these services as this is the most relevant part of outsourcing. 

1. Customer Service

Inbound and mostly handling customer care. Here, customers ask mostly about general account information or if the company needed new information from its customers. There is a wide range of tasks here which also includes some outbound tasks.

2. Technical support

Any customer problems like internet or cable or how to troubleshoot a computer or fix a smartphone. Anything that requires guidance for a customer or even technical questions for a potential customer to decide on a product such as an app for future purchase.

3. Dispatcher

Workers in the field such as repair technicians call in for appointments or clarification as such to the remote call center or the agent calls them for verification. This can be a broad area so will hit on it topically as I must so one can understand the variations here.

4. Telemarketing

Anything and everything to sell or educate a market about goods and services and even appointment setting. This is the most difficult job in the industry as potential clients can be unkind but also can be the most skilled people and valuable individuals for a business’ growth. Because there are often incentives for the caller, the skilled and the brave venture here.

 In our next Chapter we will talk on the vastness of other services provided.  ➤ 

Leave a comment

Your email address will not be published. Required fields are marked *