Improving your bottom line by outsourcing Call Center

Whether you are a small business or a big corporate, call center is one of the crucial departments of your organization.It can help you generate sales as well as provide after sales services.The trend prevailing with call center is to outsource it.Outsourcing call center has many benefits, especially when it comes to improving your bottom line.A few of the ways in which call center can improve your bottom line are discussed as under:

Low Cost : The ultimate objective of outsourcing is to reduce your cost.When you outsource your call centre to a location half way the globe from shore,you want to make sure that the cost is minimum.Also specifically in case of SMB , which run on a tight budget; they cannot  afford to setup a call center on their own. So by outsourcing their call center service,they don’t have to incur additional cost for the setup of call center.Thereby they can save the cost and ultimately improve profit.

Competitive Professional Expertise: The vendors dealing in call center outsourcing , contain the professional expertise to perform the job with optimum efficiency and effectiveness.Adding to that, there is a significant difference in the cost of a CSR in India,Philipines compared to what is offered onshore in US. An experienced CSR knows how to tackle a customer, and once a customer is satisfied then evidently the business will boom and prosper. So when you have professional expertise accompanied with minimum cost ,then your bottom line is surely to improve.

Focus on your Core Business: Once you outsource your call center, it is no more a head ache for your business.The professionals off shore are capable enough to handle it on their own.Which means that you have one less thing to worry about,so now you can focus all your energy in divising other ways to improve your productivity.You can divert your energy towards, finding new market, building up strategies so that the business can find ways to increase its profit.

Save Resources: Outsourcing a call center helps you save resources.Whether these resources be in the form infrastructure or the cost incurred in the form of training and development.Which means that the cost which a business is supposed to spend on building infrastructure for call center department; and more over on training and development of its CSRs, it  will end up being the savings rather than a cost.Hence these savings can be invested in other departments of the business to achieve productivity and consequently increase profit.

All in all , outsourcing your call center can surely help you improve your bottom lines and bridge the gap between profit and cost.Outsourcing call centers comes with the benefits of low cost,saving resources and most importantly; you have a satisfied customer due to the high level of services provided by the experienced personnel.So if you are an SMB looking to increase your business,or a running business looking to retain and satisfy your customers; then outsourcing your call center is the best option that could provide solution to all these problems and along with that increase your bottom line.

Ethnocentric Approach in SMB Management

Ethnocentric Approach is usually associated with Multinational organizations which operate globally. But in recent times the Ethnocentric management approach has been found to be equally effective for small and medium businesses, keeping in view the factor of outsourcing. From a Multi National Company(MNC) point of view, an ethnocentric approach is one in which; the higher management and all the key positions are held by home country while global subsidiaries follow the resource management practices of the home country. Applying the same definition to SMB, all resources other than the key management positions are outsourced.

In the lines below we shall discuss some of the advantages of an Ethnocentric approach from the point of view of an SMB:

Represents Local Decision Making: As per the approach entails, all the decision making positions are held by locals. So whatever decision they make; it is made under the constraints and limitations of the local environment. It’s only the processes that are outsourced, while the strategy development function still lies with the home country. The benefit of having this function in the domestic environment is that the foreign staff is not familiar with the  needs and wants of the target customer, so the personnel involved in the decision making process must be familiar with the trends of local environment in order to ensure optimal customer satisfaction.

Acceptance by the Domestic Community: A customer can live with a CSR speaking from India.He can use the products manufactured in China. But what a loyal customer cannot live with, are the decisions made around his behavior on a foreign soil . So if an SMB outsources its processes, but keeps the top management positions on shore; then the customer feels a sense of relation with the business. He can relate to them as one of his own, and ultimately trust on the goods or services delivered by the business. Because no matter the product was assembled somewhere else in the globe ,its planning was done in customers home country.

Minimal Labor Cost: The ultimate objective of a business is to increase its profit, and one of the ways of doing so is by reducing cost. By outsourcing your processes you minimize your labor cost, therefore you can spend that cost on your higher management to keep them motivated. The organizations to which you outsource have high level of expertise, and what adds to it is the minimal cost. So instead of hiring clerical staff to do your book keeping, it definitely is a good idea to outsource it. Hence your profit increases by virtue of low labor cost.

Control and Coordination: When an SMB outsources its processes via ethnocentric approach, it ensures that control and monitoring of processes still remain on shore. Because it’s the SMB that strives in the domestic market, so the higher management knows the current market trends and where they stand in the market. By having the authority at their disposal, they can easily monitor and amend the processes off shore.

All in all it is the inevitable future of SMB to adopt ethnocentric approach. If a business tends to take competitive edge and explore new horizons of growth, it must outsource its non-priority functions. So that all the intellect and energy can be focused on the primary issues of the business like strategy development and planning, while all the other non primary processes remain outsourced.

Virtual Office

The notion that business office is actually a specified place where our professional lives occur might be getting less universal, and less important. These times numerous knowledge workers can certainly be productive anywhere, many thanks to better, much more numerous portable devices, faster network access, and a increasing number of on-line collaboration methods. Telecommuting is no longer simply something which a phone company is trying to sell . In addition to wherever the office may be, wider plus far better use of social networks, data analytic, as well as smart technologies such as voice recognition might be poised to increase productivity dramatically-meaning both real along with virtual offices may have much less people with in .

However whilst the actual workplace is transforming, certain connotations of the term “office” are not. We can consider of minimum 2 -”hierarchical organization” along with “place for human interaction”-and there is certainly no indication that these are becoming less important. Also the most progressive high-tech companies retain many of the organizational trappings associated with their industrial-age forerunners: managers, organizational charts, job descriptions, and so on. Not to mention since humans remain social animals, conventional gathering places will continue to be important in business. These spaces-whether they be typical offices, non permanent ones, or even conference facilities-must end up being made favorable to collaboration. They must even become physically healthy places in order to spend hours, due to the fact that non-active work seems to have surfaced as a potential health threat.

As the office stretches beyond its typical limits, crucial issues must be met, like the personal privacy and security issues posed from a diversified global workforce of individuals that work digitally and use multiple devices. New methods like cloud-based office productivity apps must be made not merely user-friendly and yet resistant to attacks and data loss. And even personnel will certainly require far better tools-including improved voice-recognition software, e-mail-organizing technologies, and smart agents who help manage complicated tasks once reserved for specialists-to streamline work processes, make sense of the overwhelming volumes of data besieging them, and improve productivity.

To date, IT-driven productivity gains within the office have been somewhat modest, at least compared with those seen in manufacturing. In 1989 the U.S. manufacturing sector employed 18 million people; by 2009 that figure had declined to 11.8 million. But though the workforce shrank 34 percent, the value added by U.S. manufacturers-that is, the value of their output minus the cost of raw materials purchased-surged 75 percent, to $1.78 trillion. We’ve definitely observed white-collar productivity improvement as well, especially since the mid-1990s, but it hasn’t been as big.

That may soon change. Consider that people already routinely deal with computers rather than office workers when they make an airline reservation, buy products and arrange for delivery, or troubleshoot a problem with a product they own. If a task involves simple and predictable forms of communication without much nuance or emotion, computers can do just fine, leaving humans to handle an ever-dwindling number of exceptions to the usual procedures or questions.

More far-out advances in artificial intelligence could push productivity even further. Voice recognition, speech synthesis, and automatic translation have improved significantly. And we’ve seen that computers can now accurately understand and reply to questions: IBM’s Watson supercomputer beat human competitors at Jeopardy! earlier this year. Skeptics will point out that futurists have been promising an AI-driven revolution in knowledge work for decades. But by now even the skeptics are finding phone numbers with the help of computer-based operators. When the productivity enhancements from these innovations are tallied, we can predict that they will be striking.

On top of this, software and social tools may boost the efficiency of the remaining human office workers. For example, a CSR who deals with technical questions can work along with just one customer at a time on the telephone, but it’s easy to deal with two or more customers concurrently if the channel is instant messaging. Whole office-based industries may come to be vastly more efficient; the legal profession, for one, may be in the early stages of a deep transformation, especially since the prices clients are willing to pay are going through the floor. A new breed of legal outsourcing offers much cheaper ways to accomplish certain tasks: contract lawyers and digital tools scan documents during discovery processes, for example. Intelligent software will only get better at finding associations in those documents and mining meaning from it all.