The costing depends on the country and currency, in which, you outsource call center services. However, costing should never be the only criterion for vendor selection. There are many things to look at, but the most important aspect in call center services is consistency.
The best vendors are those who are the most consistent. In reality, it is very hard to be consistent for a vendor as there are many things that dictate call center services. Top vendors in the US would cost you anywhere between 25 to 35 US dollars per hour, for the services of a single agent. There are many premium services as well, which might end up costing nearly 50 dollars.
In the UK, the costing would be somewhere between 30 to 40 pounds, or roughly between 40 and 50 US dollars per agent for an hour’s work. In European countries like Spain and Germany, the costing would be in between 35 to 50 Euros per agent per hour.
All the above costs mentioned are very high when compared with costing in India or Philippines. This is because of the low value of currency in these countries. If you are willing to let your call center go outside your office premise, it is better to use international outsourcing services. In India, the cost of an agent per hour can be as low as 200 Indian rupees, which is equal to 3 US dollars.
In recent years, call centers have become an inseparable part of the business operation. Mainly, inbound call centers have gained popularity due to their ability to shape the image of a brand. The voice of a call center agent is the first thing a customer hears when she tries to contact a brand. Therefore, this first contact becomes essential to capture her image in the eyes of a client. But, due to their many limitations, financial and time-related, internal call centers cannot maintain a high level of service. This is the main reason why outsourcing inbound call centers India have become the preferred medium of business owners when it comes to serving their clients.
Inbound call centers are an integral part of a business's operations. While outbound call centers help you find new customers for your business, external call centers help you keep your existing customers. In an outbound call center outsourcing company, agents act as promoters of your brand and work closely with your sales team. But, inbound call centers are the ones that have a great influence on the image of your business.
When a customer calls, the inbound call centers India agents must be prepared to handle any situation. There is no advantage of proactive information as in the case of outgoing calls. Inbound agents must be logical, well versed in their process, and have the talent to build rapport with difficult clients. While both types of call centers are important, outsourcing inbound call centers is a decision that should be considered more carefully.
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