The right products and services can get businesses in the spotlight, but cutting costs and improving efficiency ensure they remain successful and afloat. A blend of these is what telecommunications call centre services are best suited to provide.
No matter how chatbots and social media become heavily woven into people’s lives, phone calls remain a critical bridge between customers and businesses. According to SQM, 93% of customers want their enquiries to be resolved on the first call. So, if you want to lead the market, it’s no secret that you need the perfect call centre solution for you—and the right service provider.
This article will guide you through making the right decisions, helping you understand the ins and outs of telecom outsourcing.
Why Outsource Telecommunications Call Centre Operations
The moment your business prospers, your agents may begin to feel the burden of its growing demands. When this happens, the best course of action is often to expand the team; however, this comes with increased costs.
With telecom call centre outsourcing, you have better control over your team size without incurring significant additional budget demands.
On top of this, you also get to enjoy the following advantages:
Access to Advanced Technology and Telecom Trends
Outsourcing companies have access to technologies and platforms, and are always on the lookout for the latest trends, which can be too expensive and time-consuming for an in-house team to handle.
Better Focus on Core Business Competencies
Outsourcing your telecom services frees up your resources, time, and work. This allows you to focus on what matters most, like building your brand and product, while the outsourced team handles the improvement of your customer service.
Altogether, you’re driving revenue with less stress and costs.
Easily Scale Teams Up or Down
Your call centre needs can expand or shrink depending on your business’s demands, which makes an outsourcing system a better fit.
With an in-house team, you can’t quickly lay off people, and you can’t easily hire them either. Outsourcing provides you with more flexibility to adapt your team to the changing needs of the market and a rapidly evolving customer base.
Access to Specialised Skills and Knowledge
Telecom call centre outsourcing provides you with a dedicated team, equipped with vast knowledge and experience within the industry.
Better Call Management and Customer Service
Outsourced call centre agents are consistently well-trained to connect with customers in a professional and empathetic manner. Their expertise won’t only guarantee the most efficient service to your customers, but your company’s reputation will also benefit from it.
Types of Call Centre Support to Choose From
As with every problem-solving task, the best way to build your call centre solution is to identify the problem first: What do you need most for your business to flourish?
Telecommunication services are heavily interrelated because they’re all vital business functions, albeit with a focus on different areas. Understanding their differences can help you better maximise your outsourcing package and call centre operations.
Inbound Call Centre Outsourcing
Your inbound call centre serves as the first point of contact for your customers. It’s designed to handle incoming calls, providing support and information about your products and services.
Outsource your inbound call centre team if you want your provider to handle the following:
- Customer service enquiries
- Sales enquiries
- Renewal enquiries
- Technical support
- Order processing
- Customer feedback
Outbound Call Centre Outsourcing
Outbound call centres are responsible for making outgoing calls to potential clients or existing customers for follow-up communication or sales purposes.
Outsource your outbound call centre team if you want more agents handling the following:
- Telemarketing and sales
- Market research and survey
- Appointment setting
- Debt reminders and collection
Choosing the Right Telecommunication Services Provider
Finding the right telecom call centre outsourcing provider is a challenge. While there are several of them out there, not all will deliver the same level of performance. Their success largely depends on certain factors, and identifying these will help you choose the provider that’s best aligned with your goals.
Range of Service
An ideal telecom outsourcing provider offers a comprehensive range of services, encompassing network services and management, as well as customer experience and support. This ensures that your provider will be able to meet your needs, saving you money and time with its integrated solutions.
Industry Experience
Experience is vital when evaluating a provider. Companies with a proven track record in the telecom industry, particularly across various verticals, consistently deliver excellent results, thanks to their in-depth understanding of industry trends and challenges. You can expect this level of service from companies like Logix BPO, IBM, Wipro, and Teleperformance.
Security and Compliance
The telecommunications call centre handles your and your customers’ sensitive information. So, your partner must prioritise compliance and data protection. Enquire about the provider’s security protocols and their procedures for handling information to avoid critical issues.
Technology and Tools
Beyond the agents’ expertise and knowledge, an excellent outsourcing provider must have the right technology and tools to supplement their operations. Modern solutions can significantly enhance and amplify your performance and business functions.
What Technology Powers Modern Telecom Call Centre Solutions?
Call centres rely on these tools to provide more effective and efficient communications with customers.
1. VoIP Telephony
Voice over Internet Protocol, as the name suggests, makes calls more accessible through any device connected to the internet, replacing traditional landlines.
2. ACD
Automatic Call Distribution ensures calls are received by the appropriate department by distributing them according to predefined routing rules.
3. IVR
Interactive Voice Response is a system that interacts with callers through pre-recorded menu options or voice prompts. This enables customers to navigate through choices to access the appropriate information or the relevant department they need.
4. CTI
Computer Telephony Integration enables seamless integration between your CRM systems and other applications, allowing your team access to relevant customer information and the history of previous contacts.
Customer Support and Service Levels
Ensure your telecom call centre outsourcing provider offers strong service level agreements and support structure. This guarantees that their customer support is responsive and reliable.
What KPIs Measure the Success of Telecom Call Centre Outsourcing?
Performance metrics ensure you’ll receive nothing but the best practises and optimised operations from your provider. Tracking these will also help you refine the services you’ll receive, better aligning them with your goals.
1. CSAT
The Customer Satisfaction Score provides insight into the average experience and satisfaction your customers are having with your services. CSAT scores give you a direct means to gauge how your customers perceive your business.
2. FCR
The First Call Resolution measures your team’s ability to resolve customer enquiries and problems within the first contact. This allows you to gauge how familiar your agents are with your services, enabling them to provide quick resolutions and troubleshooting instructions.
3. SLA Compliance
The Service Level Agreement is the agreed-upon set of service goals between you and your provider. Its compliance measures whether the team hired has met these. Whether it’s the number of calls made or received or the percentage of calls answered, you can set different service levels depending on your business’s needs.
4. CTR
The Call Transfer Rate tracks the percentage of calls that must be transferred to another agent or department. A high transfer rate indicates that calls aren’t reaching the appropriate channel, which signals the need to refine your systems for improved operations.
5. AHT
The Average Handle Time measures the time agents spend handling a call, including talk time and hold time. Most companies seek low AHT, as it can indicate efficient service; however, it can also mean that your agents are rushing through communication.
Outsource Your Telecommunication Services with Logix BPO
If you want a well-trained team to handle your telecommunications call centre services across various sectors and verticals without overspending, outsource with Logix BPO. We’ll help you source and hire the best agents to enhance your operations and deliver exceptional customer service.
Accelerate with the perfect team. Accelerate with Logix BPO!
FAQs
What’s the difference between inbound and outbound telecom call centres?
The difference between the two is who initiates the call. Inbound call centres receive calls from customers, while outbound call centres initiate calls to customers.
What’s the best country for telecom call centre outsourcing?
The Philippines is widely regarded as the best country for telecom call centre outsourcing due to its English-fluent and highly skilled workforce.
Can outsourcing improve telecom customer satisfaction?
Definitely. Outsourcing enhances customer satisfaction by offering 24/7 support, faster response times, more efficient issue resolution, and access to specialized expertise and technology.
