How BPOs can complement a Business?

How BPOs can complement a Business?

Businesses before the digital age, in the traditional sense, need not focus on the peripheral processes such as having a call centre for their esteemed clients or customers. All they had to do was to increase the fluidity and consumer base of their core business practices. And a few promotional campaigns here & there would have been sufficient to align the enterprise’s growth graph with the desired goals. But basically after the 1970s a couple of new dynamics started to tilt this status quo. Politically, there was a positive hint among the global state policies pivoting towards liberalisation and globalisation. Many of the protectionist businesses began to absorb the global trends. Businesses before the digital age, in the traditional sense, need not focus on the peripheral processes such as having a call centre for their esteemed clients or customers. All they had to do was to increase the fluidity and consumer base of their core business practices.

And a few promotional campaigns here & there would have been sufficient to align the enterprise’s growth graph with the desired goals. But basically after the 1970s a couple of new dynamics started to tilt this status quo. Politically, there was a positive hint among the global state policies pivoting towards liberalisation and globalisation. Many of the protectionist businesses began to absorb the global trends. Another basic paradigm shift observed in the business world was outsourcing. At first, the big multinationals started to offshore some of their business processes, both including their manufacturing and services undertakings to countries with pools of skilled employees and feasible cost of operations. This triggered a chain reaction which resulted in an exponential growth of outsourced call centres in the developing countries like India, Philippines, and a few eastern European nations.The following are a bunch of situations where these BPOs complements the parent enterprise.

1. Addressing the surplus call volumesCustomers in this ultra-modern smartphone era expect instant solutions and support. Businesses need to constantly upgrade their support infrastructure to meet the growing call volumes as they continue to penetrate and tap into the virgin tier-II and tier-III regions. Many enterprises may lose out their customer base to rival brands if a proper query-resolution and support system loop is absent. Reliable Outsourced call centres come in handy in these situations as they have well-trained and skilled agents who can complement the surplus call volumes. It ensures that businesses can focus more on their primary processes and their growth rather than on the burden of maintaining a well-looked after customer base.
2. Inbound support from an outsiderEach one of us has our own inherent talents that we excel in. There is a famous quote by none other than the great scientist Albert Einstein that says “Everyone is a genius, but if you judge a fish by its ability to climb trees, it will live its whole life believing it to be stupid.” This is true for businesses too. Not all businesses thrive in the customer satisfaction segment but it is undeniably an important one. Therefore, this necessity can be addressed for the business by outsourcing the inbound customer related calls to call centres whose sole purpose of existence and USP is to efficiently address this lapse in the corporate world.
3. Keep the business open 24*7One added benefit of using an outsourced call centre for one’s venture is that it can remain virtually open indefinitely. Call centres are well versed in the art of rotational 24*7 shifts for their reps. this means that there is always someone somewhere taking care of your quintessential customers. Both the inbound and the outbound campaigns of any corporate entity or any organisation for that matter can be assigned and outsourced to a complacent and compatible call centre. This allows a growth of almost double the original value and is very beneficial for entities that have customers from multiple time-zones or businesses that require day and night services.
4. Supplement the limited resources of a company A company might not have the resources necessary or required to establish an in-house call centre or may lack the skilled manpower to run one. In such case, they can opt to contract out an outsourced call centre that does not need a long-term investment of assets and financials to cater to the organisation’s growing need for inbound and outbound call services.
5. Increase leads and sales The outsourced call centres can have specific areas of expertise for those in need. Outbound call centres are one such example where telemarketing tactics on behalf of the parent company are employed to generate quality leads and sales. This is a new concept where the business development of a company is being supplemented by a third party with a nominal cost of acquisition per lead. As most companies would relate, it is cheaper to retain an existing customer than to acquire a new one. Therefore, if someone could do it for a fraction of the cost than all the more reasons to outsource it.

Outsourced call centres come with their own pros and cons and their success is subjective to one’s need. But it has been observed repetitively that the benefits of these ventures far outweigh the challenges attached to them.