Call center co-sourcing is when a company has some call center agents working in-house and some working for an external service provider. The external service provider oversees the recruiting, hiring, training, staffing and managing of their call center agents as well as the day-to-day operations for which they were contracted. Thus, call center co-sourcing is a lower risk alternative to outsourcing and more cost-effective than maintaining an entire in-house workforce of call center agents. Co-sourcing can be a more cost-effective solution to hiring and maintaining an entire call center workforce in-house. It reduces costs associated with staffing a segment of call center agents, as the external service provider handles their own agents.
It also reduces infrastructure and overhead costs as external service providers utilize their own call center software, servers and telephony. Finally, it turns a significant fixed cost into a variable cost: skilled labor is there when you need it, and not costing you a pretty penny when you don’t. Taken together, these can add up to huge savings and significantly improve your bottom line. Having a staff of excellently trained and knowledgeable off-premise call center agents that can handle calls within a moment’s notice can significantly improve service quality during peak hours. Overflow calls can be routed to them, reducing wait times and customer frustration. Additionally, both your in-house agents as well as your outsourced agents won’t feel rushed when talking with customers during peak hours as they know there are plenty of qualified agents to field all of the calls that come in. This will dramatically improve the quality of customer service and decrease wait times during peak hours.
When you contract out your overflow calls to an external service provider, long wait times and high caller abandonment rates will be a thing of the past. Every call will be answered in a timely fashion and your customers will love the expedited service. Never again let a customer slip through the cracks or lose them to long wait times. Hiring an external service provider to handle calls when your in-house agents aren’t working can be an excellent way to provide round the clock service, without having to maintain a 24/7 workforce of in-house agents. External service providers can answer calls after business hours, on the weekends and during holidays. Your staff will appreciate the standard schedule and your customers will love the dedicated service. And to do so you only need to visit VirtueNetz where the experts will handle your call-centre services, so why wait when you can achieve maximum benefits with an out-sourced call centre.