Outsourcing Call Centers in 2020

Yigit Zorlu August 28, 2020
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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.

Uberization of Call Center

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 less"

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 for.

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;

NoTime helps businesses to scale easily and offer stellar customer service for better growth and retention; if you have any questions or suggestions, please contact us!

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