How Contact Center Outsourcing Works?
Contact center outsourcing means that all or part of the sales service portfolio is provided to external teams to reduce overhead, save time, and the likes. Learn how we do this
When the enterprise grows or expands, it must find a better, more cost-effective way to commercialize the business. Thus, as your business thrives, you must spend on services, operations, and more. This requires a pioneering role in collaboration by expanding the organization's capabilities. Getting the right people, systems and tools are critical to growth.
As a businessman, entrepreneur, or C-level manager, you do not have to rent or free up any space for new infrastructure in your organization during any process or technology development. You can stay agile through contact center outsourcing and focus on your core competencies so that your experts can complete their core tasks. In this way, you can use the workforce as you deem fit. You can also control the burn rate and customize your business processes to international standards.
How to Choose tthe Best Customer Service Contact Center
With the fierce competition, the need for faster time to market, security, and compliance issues, you cannot upset your customers and then expect to enter into less-explored markets. Contact center outsourcing can help you at all stages of the project, including initiation, planning, execution, monitoring, control, and completion.
Before you scale the barrier of finding a collaborative partner, you must make a checklist of your requirements, including -
- How the vendor is going to solve your specific problem?
- Is pricing flexible?
- What are the experiences of the outsourcing partner?
- Most importantly, specify your goals - time-based goals such as monthly, annual goals, and more.
- Analyze your current leadership and identify areas where outsourced call centers can benefit you.
- Once you understand your goals and the provider's call center portfolio, contact them and let them know your specific needs.
Below is an overview of how call center outsourcing works with our contact center company.
Understand & Document Requirements
At first, we will collaborate with you to understand your business functions and objectives. Your organization's processes and operations will be evaluated by a team of expert consultants and subject matter experts.
Price Negotiations
As one of the top contact center solution providers, we offer custom priced call center outsourcing service models starting at $8/hour to $25/hour, based on the type, size, contact center software to be used, and complexity of the service.
Contracts & SLA
As a premier contact call center, after finalizing the specific list(s) of business functions for which you need our contact center consulting services, we will then come in agreement and seal our partnership with a legal contract and assorted SLAs.
Training Plan & Process Documentation
At this step, the actual contact center services will start. Based on your organization's set of tools and CRM, we will plan the training process. It will help them acquaint your business functions and operations. Moreover, we will document the process.
Shortlist Potential Candidates
After having a ready-to-use template of the service operations and offerings, we will screen potential candidates to work on your customer service contact center project.
Nesting [2- 4 Weeks]
We have a two to four weeks of call center nesting period where the shortlisted candidates get the chance to learn from the experts. As part of our contact centre solutions, they listen to the live calls taken by the call center agents. Here, they get ample opportunities to apply their learnings.
Training Assessments & Mock Calls
After the candidates are done with the nesting, we assess their growth. Also, they take mock-calls, which are coached and closely monitored so that they provide the best contact center services.
Training [1- 4 Weeks]
We have a well-curated contact call center training process, which is provided by experts. New agents are groomed across all areas of call center outsourcing operations, including training on corporate culture, products, customer engagement, and more.
Onboarding Shortlisted Candidates
As one of the top contact center solution providers, our onboarding programs help the candidates with 360-degree knowledge of all the call center outsourcing traits. They are assigned a peer mentor and get projects according to their expertise.
Client Interviews
At O2I, a leading contact center company, we are flexible with our onboarding processes and often ask the clients to conduct their own set of interviews or discussions to screen their choice of candidates.
Go Live
Once, the candidates are on board and ready to work, we start the project using the latest contact center software.
Quality Calibrations
We have a standard scoring system to evaluate the performance of the agents. In order to evaluate the agents, we test them on several parameters, including English proficiency-level, call response time, clear communication, resolution time, etc.
Ongoing Reviews & Assessments
We deploy specific methodologies and approach to streamline our contact center solutions so that it becomes a profit-making addendum. At each stage of the collaboration, we review the progress with our client. It helps us work out the gaps that affect the project.
Why Outsource Contact Center Solutions?
By outsourcing customer service contact center services, you can save resources, money and reduce stress. It generally means farming out some or all the customer service portfolio to an overseas team to cut overheads, save time, etc. Providing superior customer service is a key factor in the success of any business. Efficient, fast, and more compliant customer service ensures a satisfying customer base. Outsource2india is a leading customer service provider with 24 years of experience in providing efficient customer service for your business' relationship management.
Why Outsource Contact Center Services
Scalability and flexibility
Average time to answer a call is shorter
Cost-competitive advantage
Shorten time to market
Time zone advantage
Access to the ready-made framework
Easy to monitor
Time-saving
Better control
Control over the burn rate
Availability of on-demand workforce
How Much Does It Cost to Outsource Call Center Services?
Outsource2india's modest pricing models are based on contract terms, required agent capabilities, project complexity, call volume, etc. The charge for training, custom reporting, and setup are free. Here is a quick overview of the prices for a few of our leading services -
$10 - $15
per hour
$8 - $10
per hour
$15 - $25
per hour
Call Center Staffing Calculator
Calculate staffing & costing for your project
Project Type
Outsource2india presents one-of-its-kind and user friendly FREE Online Call Center Staffing Calculator. We have tried to make this calculator, concise, easy-to-use, and informative. It helps you calculate your call center outsourcing cost with least possible inputs. Hope this Call Center Staffing Calculator met your requirements and gave you an efficient experience and result. In case you need more information about our Call Center Staffing Calculator, please refer to our user guide
What Services are Provided by Call Centers?
Here is a list of services offered by us -
- Inbound Call Center
- Outbound Call Center
- Telemarketing
- Lead Generation
- Appointment Setting
- Technical Support
- CCTV Monitoring
- Call Center Consulting
- Super Agents, and more
Partner with O2I for Call Center Outsourcing
Outsource2india is a leading contact center company with 24 years of service expertise and over a thousand international clients. We have established good relationships with our global partners. By working with us, you can quickly and proactively strengthen your call center activities and exploit the untapped market.
Our call center outsourcing services can be customized to the size and scope of your business function. We can identify vulnerabilities in your organization's existing workflows and propose better ways to understand the effectiveness of call center outsourcing services. O2I can enhance your reach by continuously addressing the most pressing needs of call center operations. Our approach is to provide the industry's best call center outsourcing solutions through our time-tested process and expertise.
To know more about our call center outsourcing services, get in touch with us.
Get a FREE QUOTE!
Decide in 24 hours whether outsourcing will work for you.
Have specific requirements? Email us at: 
WHAT WE DO IN CALL CENTER
Get a FREE QUOTE!
Decide in 24 hours whether outsourcing will work for you.
Have specific requirements? Email us at:
Key Differentiators
Outsourcing Works? Call Center
Portfolio Customer
Testimonials Call Center
Infrastructure Transition
Process Operational
Transparency Call Center
Training Process Get the O2I Call
Center Advantage Multilingual
Call Centers Bilingual
Call Centers Hispanic Call
Center Services Spanish Inbound
Call Center Spanish Outbound
Call Center Spanish
Technical Support Spanish Telemarketing
Services
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Outsource2india Delivered CCTV Surveillance Services to an Aluminum Recycling Company in the US
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Outsource2india Delivered Virtual Assistant Services to an Autism Therapy Provider
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Outsource2india’s Effective Lead Generation Services Created Tremendous Business Impact
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Provided Lead Generation Services to Company in the Medical Insurance Sector
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Outsource2india Assisted a Successful Health Supplement Providing Company with Enhanced Customer Support Solutions
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Optimizing Customer Journey through Efficient e-Commerce Product Catalog Management
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