When it comes to running a profitable business, every dollar spent matters. Data points such as COGS (cost of goods sold) and ROI (return on investment) matter greatly as you look to assess where you can spend less and generate more revenue. That’s why deciding to outsource your call center is no small matter. Whether you are considering adding a call center to help manage growing demand or are moving existing internal services outside the company, every dollar matters. After all, it’s not just your bottom line that will be affected but potentially your employees and customers as well. So, let’s dig into call center outsourcing, its cost, and potential benefits to your business.
Is Call Center Outsourcing Worth It?
Nearly every type of business can benefit from outsourcing call center activity by:
- reducing costs,
- improving customer service,
- mitigating labor shortages, and
- handling overflow calls.
But did you know, the cost of call center services varies widely? The adage, “you get what you pay for” is a great way to explain the wide range of fees you might find between various call center providers.
On the less expensive end, you may be considering a new or understaffed company with less experience. Or perhaps you are considering a company located in another part of the world to answer calls while your employees are off the clock. Both of these options tend to be at a lower price point, which can be attractive to small business owners or first-time call center customers. But, partnering with a North America-based company with decades of experience and a solid reputation will likely offer a more robust service. For example, larger and more tenured companies are more likely to offer bilingual services as well as well-trained call agents who maintain special certifications required by industry or government rules and regulations.
We recommend weighing the cost vs. the value a call center provides instead of deciding to go with the cheaper solution based on cost alone. Remember, a great call center should be an extension of your business, providing a seamless experience with your customers that helps develop trust and loyalty with your company.
Plan for it
Call Center Services or Answering Services?
Do you need full blown overflow call center or will a telephone answering service fit your needs better? Some companies might sell you on the idea that they are one in the same, but most reputable providers will take time to explain the difference and suggest the best options for you.
Call center services provide agents with a wider breadth of knowledge and functions that mimic your internal staff. Answering services can fill necessary gaps like making appointments and taking messages when your onsite staff can’t be there to answer phones or handle chats and emails.
Standard Plans
Most answering services offer start-up plans beginning as low as $49 per month based on the number of minutes you choose and the services you require. Call center service pricing will vary depending on volumes and requirements. If you exceed the contracted amount of time stated in your agreement, you will likely pay more per minute for the extra time since call center providers must add additional agents and/or pay overtime to existing agents. But remember, what’s important to your customers is that no call go unanswered.
You’ll also want to make sure you’re able to listen in on customer calls anytime. This feature is important to ensuring your messaging is on brand and on target. If you think you may need AI (artificial intelligence) services, such as transcription or sentiment translation, let your provider know before you sign a contract.
Customized Plans
Some call center providers do not allow clients to deviate from their standard plans. Take the time to determine if these plans are a fit for your business needs. Note that depending on your call volume and industry, call center providers will customize service offerings and rate plans more tailored to your client’s unique needs such as healthcare or legal services. Essentially, you won’t know unless you ask.
Beware of call center cost add-ons
Extra, Extra
Call centers may entice you with low rates that are not sustainable to get you to sign a contract. After that, your rate may jump dramatically in a matter of months or even weeks! Make sure to read the fine print on the contract. You should be able to move up or down in your base rate with little notice.
Short Billing Cycle
Make sure the length of your billing cycle is based on the way you work, whether that means a calendar month or a certain number of days or weeks. For example, if you’re charged every 28 days instead of 30 or 31, you’ll end up paying for nearly an extra month of service by the end of the year. On the other hand, if you use up most of your minutes in 28 days, you may benefit from a shorter cycle.
Rounding Up
Make sure calls are billed per half-minute or less so you don’t pay for time you didn’t use. It may seem like an insignificant amount, but it adds up quickly.
Holiday Rate Hikes
It’s not uncommon to pay slightly more for coverage during holidays. Make sure these temporary rate hikes are not excessive.
Knowledge is power
The more you know, the better service and pricing you’ll be able to negotiate. And, that holds all call center providers to a higher standard.
Online services such as KompareIt.com or listings and directories that offer comparisons capabilities for customer services outsourcing companies are helpful if you are investigating options. These sites use their own call center cost structure/modeling and are not CCS-approved, so make sure their comparisons are supported by the facts.
If you’re interested in learning more about our call center services, we recommend starting here. And, if you have any questions, please reach out and a member of our team will be in touch soon.
