Outsourcing Call Centers in 2020
If I would write this post a year ago, this blog would be very
different but today, we are in a new era. Overall customer engagement
model is changing, businesses are transforming to a remote working
model and managing the fixed expenditures is more important than ever.
Outsourcing a call center to overseas locations like India and
Philippines has its own challenges as well. Due to lockdown, overseas
call centers need to operate remotely as well and the infrastructure
for remote working is not available. Home Internet broadband is not
reliable for audio calls and there are frequent power outages. More
importantly, many call center agents in those countries do not have a
dedicated laptop or a PC to take home. Same office PC is used by three
shifts in one day.
The story is similar if you keep your customer service in-house or
outsource locally. Traditional inbound call center model has an
efficiency problem where they operate with only up to 60% occupancy.
It is much less for the smaller call centers, around 30–40%.
So, what is the solution?
"In traditional call center model, service is often over-staffed to
minimise the wait times. Therefore agents are occupied only 60% or
Remote Modular Workforce is the way forward for many
businesses as they transform to digital and restructure to work
remotely. Remote freelance workers can support multiple businesses and
the business pays only based on the number of minutes these workers
are utilised. This will be in the form of managing operations over the
phone; handling reservations, online sales support, new customer
acquisition, customer retention and helpdesk. You can offer your hot
leads visiting your website a 24 by 7 call center. Regardless of the
size of the organisation or the inbound call volumes, businesses can
launch their own customer service virtually using
Remote Modular Workforce. Business doesn't need to
occupy the call center agents. If there are no calls from one
business, agent can take calls from another business she is qualified
Shared Call Center Model
In this model, agent or talent earns more as they answer more calls
and handle customers. If the call volumes are low, businesses can pay
Weekly Retainer Fee to ensure that there will be
sufficient trained talent available to take calls in their target
working hours. Talent can make money by answering the calls as well as
the retainer fees for low call volume skills. They can work remotely
and choose the working hours. As they achieve high customer feedback
scores, they can demand better per minute fees to support higher value
customers such as New Business or VIP. They see working as Freelace
Customer Expert as a long-term career goal since they earn more as
they work more and as they get higher customer feedback scores. Using
Remote Modular Workforce, customer service becomes more professional
as well as more affordable.
"Using Remote Modular Workforce, customer service becomes more
professional as well as more affordable."
You can learn more about how Remote Modular Workforce can be utilised
for your business using the links below;
You can also learn more about how some industries utilise this new
model from the links below;