The area of services has grown aggressively lately in Albania. High-quality customer care has become an essential factor when it comes to business and helping them keep their customers. This is precisely the reason why the decision on whether call center outsourcing in Albania is necessary or not, has become quite sturdy. Some Albanians might say that a move like that may cause an ample diminishing of the service quality. Some others might argue that outsourcing customer service is a way of cutting the costs of customer services and raising expediency. The final decision is up to you. However, we are inviting you to read the below article to learn more.

What is call center outsourcing in Albania?

Simply put, call center outsourcing in Albania, but not only, is when a business takes upon the decision to accredit the work of a call center to a system out of the company, instead of setting up an internal call center.

The years have shown that companies that use outsourcing generate a lot more advantages than businesses that don’t use outsourcing. That is because the costs are lower and the workforce is higher. The choice to outsource augments the resilience in operations, entering a new market, or even growth of audience reach.

Before choosing to outsource and jumping the gun on the reassignment of your services to an outsourcing company, it is important to understand what is the concept of it, which are the processes it included, and which are the risks that come with it.

So, how does outsourcing work?

The sole purpose of call center outsourcing is to decrease your company’s costs but increase the profit, all this while keeping and developing customers delighted. That sounds like the right deal.

The chosen outsourcing solution depends on your business prospects, target and aim. Do make sure to evaluate your beliefs and pick the right service when choosing the outsourcer that can help you with the business needs.

Outsourcing functions best when it is made to measure your wants and needs, all while following the call center tendencies which people await or forecast.

When should outsourcing customer service be used?

When running a small or moderate business, the approaching questions coming from the clients should be answered. This will consequently bring high-quality customer care. Nonetheless, once the company escalates, you will be met with questions about call center outsourcing. Because of that, you will also be faced with the high costs of hiring specialized people, or even worse, you won’t be able to find them. All this will cause you problems with the response time.

That is when call center outsourcing is convenient. It will help you face these problems and have an answer to every question, without the need of getting tired or spending a lot of money.

Advantages of call center outsourcing in Albania

Every form of call center outsourcing is a little bit awry, but this does in no way mean that it can’t have any value to you. Below you will be finding a list of some of the benefits that call center outsourcing brings to you. We have tried creating a list that will help more with the idea of why outsourcing is a must and what you can expect when choosing it or not.

Money-saving

Call center outsourcing can be quite beneficial when it comes to costs. This might happen specifically when the base of your customer has a high level and the customer service “swallows” a huge part of the business funds.

Collaboration with an outsourcing company is worthwhile when the investments in the work or training costs don’t legitimize their expense.

Time-saving

We bet you already know that the whole hiring-in-house support workers take a long time. As does the training. The people you want to hire will need to learn more about the products you advertise or the services you offer. They should also be trained in customer care and how to treat customers professionally. Additionally, they should also be knowledgeable in problem-solving.

If you are thinking “Okay, but, what about outsourcing?”, then this article is right for you. Yes, searching for a trustworthy and skilled contact center can become quite tiring and sluggish, too. Nevertheless, once the right partner is found, there is no need to worry about hiring people and paid training. Though there is still the need of planning initial training for the company outsourcing customers and giving them information about the products and services you offer, you will still be able to save hours of work, and lots of money.

24/7 support

A high amount of on-demand services that are part of the market produces much more belief towards service delivery. Customers are now used to supporting from and in each corner, all the time. That is why 24/7 coverage is now forced upon businesses, be it online or offline. This does not happen only because of the scare of lower customer satisfaction rates.

Immediate support

A call center outsourcing company has as a purpose the fast delivery of a response when it comes to clients' questions and problems.

What this means, in layman’s terms, is that clients won’t be ending up waiting thirty minutes or more to find the chance to talk with a customer service representative. Consequently, they won’t be as frustrated and they will be leaving with a much better experience.

Industry Knowledge

Call center outsourcing companies have a lot of information about a whole lot of several industries. Agents are in the management of multiple campaigns at once or only one at a time. Columbia BPO offers bilingual and polyglot agents, which means not only that they can offer services in any language but also that the clients’ will receive a very multicultural network.

Customer Satisfaction

Climbia BPO, being one of the most advanced companies, manages several communication channels. E-mails, voice, live chats, texts, and chatbots are part of these channels. Businesses have discovered that outsourcing companies like Climbia BPO not only offer them the opportunity of having fewer expenses but also grow customer satisfaction.

Services you can outsource in Albania

Inbound and outbound

Every type of customer care contact channel can be outsourced. This includes both inbound and outbound calls. A customer service that can support multi-channel communication ways thanks to a contact center, meets a broader diversity of the client’s needs.

The tasks at hand might change between the inbound and outbound services and outsourcing work on both.

Telemarketing

Only a few companies, Columbia BPo included, have ample enough resources that can cover an ongoing and outstanding telemarketing campaign. If you are in doubt about whether telemarketing is the right path to make your business bigger, then you should know that outsourcing can oftentimes be the most feasible choice, even more specifically when dealing with large call volumes.

Lead generation

Lead generation’s main focus and aim are to create demand by provoking consumer interest. Hither, the need to identify the more probable prospects for future purchases is needed.

The generation of the demand is made much easier with the help of the collection of relevant sales call information, reporting, and following the call patterns. The right call center can help you mark particular data, identify the keywords and be able to perform emotion analysis.

2 best practices for managing an outsourced call center in Albania

The right tools

CRM

The call center contacts can be managed thanks to a platform that integrates with customer relationship management software, otherwise known as CRM. This software helps the agent have a clean and consolidated workflow.

Performance monitoring

In the cases the services are supplied off-premises, there must be found a way to assure the maintenance of the quality and the consistency of the approach to sales or customer support, from agent to agent.

Climbia BPO is here to make it easy for call center supervisors to monitor calls at any time in real time.

Illustrate all processes and workflows

Despite the services the call center is offering, staying organized when handling significant volumes of calls and messages is very crucial.

You should help your agents keep a structure of their workflows- this can withdraw the errors and keep them to a minimum, while also allowing the addition of updates quite easily.

Call center outsourcing, A-1 customer care

Regardless of what you decide to outsource, be it a full department or only a part of an existing in-house service, the number one rule is that in no way should it affect the customers’ impression of your service.

Of course, with a stretched workforce comes a communication crisis. However, if you choose call center outsourcing, you will need a cloud communication platform that ensures the benefits from all the pros an outsourced call center can bring.

Is the call center outsourcing for you?

Something that has no place for discussion is that businesses would be nothing without their customers. That is where the saying “The client is always right” comes from. And that is also why giving out exceptional customer care or service is the key factor to customer retention.

Outsourcing your call center improves more than reduces customer satisfaction. That is why we are suggesting it. Though it is not an easy decision and it depends on your business needs and specifics it is one of the best advancements when it comes to marketing.

However, please make sure to consider every pro and con, and do not hesitate to contact Climbia BPO for any further questions, they are at your service 24/7.

The bottom line

As we first mentioned in the article “ Some Albanians might say that a move like that may cause an ample diminishing of the service quality. Some others might argue that outsourcing customer service is a way of cutting the costs of customer services and raising expediency.” This only tells you that the debate regarding the advantages and disadvantages of outsourcing call centers could take hours or even days. Nonetheless, between the two options of outsourcing or not, we do think the first option is best, for all the benefits we listed above.