Factors to Consider When You Outsource Inbound Customer Support Desk Process

Inbound customer support desk is one of the crucial and most important departments of any product or service oriented business. It is the department where the customers call and ask for solutions for their queries and problems. The performance of an inbound customer support desk directly affects the level of customer satisfaction. Therefore, most of the businesses outsource inbound customer support desk process to professional outsourcing companies.outsourced call centers

However, a business should not outwardly outsource its help desk customer support to any outsourcing company that offers cheap rates. The cheap rates can turn out very costly when measured in terms of business losing customers in a long run. Therefore, a business must consider the below mentioned factors when thinking to outsource inbound customer support desk activities.

Portfolio of The Provider:

The first and most important thing is that the business must check the portfolio of the call center services provider. In the portfolio, the business must check the kind of support the company has provided in the past, what kind of customer magnitude the company dealt with in addition to the target audience.

Kinds of Services Provided:

The second thing a business must consider is the variety of services the outsourcing company provides pertaining to inbound call center. There are chances that a business might further outsource its other processes like

  • Customer service
  • Technical support
  • Answering service
  • Chat support

Therefore, you must consider the variety in the service provided by the outsourcing company in addition to outsourcing inbound customer support desk service.

Quality of Professionals:

Only quality professionals can provide the level of satisfaction a customer desires. Before outsourcing your help desk support examine the kind of professionals the outsourcing company has on its payroll, which may include the previous experience they have, the proficiency in language, the accent and so on. Only go for the company that offers the best employees.

Summarizing all above, you don’t need to outsource inbound customer support desk process to outsourced call centers that provide you with the best quotes; rather you must consider the above-mentioned factors as well before outsourcing your process.

Marketing Advantages Provided By Inbound Outsourced Call Centers


The primary purpose of an inbound call center is to receive calls on the behalf of the business, and provide solution to all the queries and concerns of the customer. Businesses who have resources establish their own inbound call centers, on the other hand, businesses that are short on budget, hire call center services providers and outsource their call center.

Inbound outsourced call centers is a great way to provide customers with total satisfaction, in addition such call centers can also provide a business with great advantages from marketing perspective.

Inbound outsourced call centers

Enhanced Reliability:

An employee in the office working as a customer support agent cannot be relied upon, as the employee may be performing other tasks as well. However, when hired a call center services provider, all the customer’s issues, complaints, questions, and concerns are solved by the outsourced call centers agents in the most professional manner.

Round The Clock Service:

The employees of outsourced call centers are nothing like ordinary employees. It is a part of their job description to work round the clock in alternate shifts; therefore, the customer always receives support service.

Customer Satisfaction:

Call center services providers hire professional that have expertise in client dealing. Therefore, by availing the services of such a company a business ensures that the customer receives full satisfaction.

Customer Retention:

The top-notch services provided by inbound outsourced call center staff resolve all the concerns of the customer, leading to customer satisfaction, which consequently leads to customer retention.


The inbound outsourced call centers can also provide the marketing advantage of added promotion. The customer that calls the help desk can be provided with the additional promotion campaign that the business is running, this way two birds are killed with one stone.

In short, call center services provider offering inbound call center services, if effectively utilized can provide the business with great marketing advantages.

Advantages of a Bilingual Employee Working in Outsourced Call Centers

A call center is a bridge between the customer and the organization. Among outsourced call centers, the inbound call center is a true representative of the value a business gives to its customers. By establishing a call center, a business ensures that it values its customers, and wants to help them in every regard possible.

Outsourced Call centers

In America and other Western countries, there is a great diversity in customer base. Due to the diversity in the residents of these countries there is a definite need to have bilingual support agents working in outsourced call centers. Especially with regards to inbound customer support desk, there is a great need for bilingual customer support agents.

Having a bilingual employee serving at the call center reduces the call waiting time significantly. As finding another person during the call that understands the foreign language takes time, therefore, a CSR who can speak different languages reduces time significantly.There are outsourcing companies that specialize in offering services related to outsource inbound customer support desk. The business that avails such a service can reap many benefits from it, a few of which are listed below:

  • A CSR working as an outsource inbound customer support desk agent has a chance to furnish his skills in the second language by interaction with customers. This skill when developed can be utilized for telemarketing purposes.
  • In bilingual outsourced call centers, the query of the customer is resolved in one call, and there is no need to transfer the call to some other CSR due to the language barrier.

In a nutshell, having an outsource inbound customer support desk with bilingual CSRs can help business save time, cost and provide a higher level of satisfaction to the customers.

Outsourced Call Centers A Dire Necessity For Businesses to Prosper

In this competitive world of today, everyone is looking for saving on cost. The need becomes dire in case of businesses, that due the global nature of world, need to be cost saving so that they can compete with the global competition. When it comes to outsourcing, then outsourced call centers is not a new phenomenon.

The call centers that are outsourced they facilitate the business in various regards, some of which are:

Outsourced Call Centers

  • Customer service
  • Back office service
  • Chat and email services
  • Telemarketing
  • Order processing

The Need For Outsourcing Call Centers:

If the above-mentioned functions are performed by call centers in-house, it may turn up very costly for the business. The outsourced call centers are expert at what they do, therefore, a business needs not to worry about this aspect of the business, and can focus its attention towards matters of strategic importance.

Qualities of Good Outsourced Call Centers:

The innate quality of every competent outsourced call center would be their expertise. Good outsourced call centers need to have experts in every kind of services they offer. The primary differentiators of a good outsourced call center are give below:

Monitoring of Quality- The primary reason businesses outsource their process, is not only reducing cost, but also receiving quality results in minimum cost.

Operations Management- Outsourced call centers deal with all the operations related to call center. Therefore a good call center will cater all the call center operations related needs of the business, reducing the burden of the business.

Process Cycle- A professional outsourced call center must have the expertise pertaining to the Process cycle of a call center, starting from leads generation to the end point of closing a sale.

Bottom Line:xpertise pertaining to the Process cycle of a call center, starting from leads generation to the end point of closing a sale.

In short, outsourced call centers have become a dire necessity of businesses. The businesses that want to excel and supersede the competition must outsource its call center processes.