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Call Center Outsourcing
Do you find your organization struggling to handle critical customer engagement activities like customer support? Have you considered outsourcing these functions to a call center vendor?
  • What is call center outsourcing?
    Call center outsourcing involves subcontracting or delegating call center related work to an external vendor. Call centers handle inbound or outbound calls for a specific company, and these calls can range from order placements, pure-play customer service or billing calls, and technical support. A company may choose to outsource only part of its call center operations (such as certain verticals), or all of it.
  • Why should you consider call center outsourcing?
    Today, a number of organizations across the world are exploring the benefits of call center outsourcing, as indicated by the 7-8% growth in 2012 to reach US$65-70 billion1. Forrester’s recent survey of 304 North American and European network and telecommunications decision makers shows that nearly 20% of these companies have already outsourced some or all of their contact center activities, or are considering doing so. But how can your organization benefit from call center outsourcing?

    Call center vendors handle these outsourced operations using their own staff and physical infrastructure. This leaves you free to focus on your core businesses or competencies while increasing your productivity and profits, and decreasing costs. Have there been times when your business has been faced with a sudden flood of customer queries? Many companies also go to call center vendors to bridge language gaps or react quickly to seasonal volume changes.
  • What kind of call center services can you outsource?
    Today, contact centers process customer requests across various channels. Some examples of outsourced contact center operations include:

    Inbound call center services:
    Customer queries addressed to the organizations’ call center get re-routed to an outsourced center, where subject matter experts troubleshoot issues and provide the customer with solutions.

    Outbound call center services:
    Calls are made by the outsourced center, on request by organizations. These calls are mostly made for marketing, survey or debt-recovery purposes.

    Technical support:
    Customer complaints or requests are tracked, resolved and closed by technical support representatives working out of the outsourced center.

    Email support service:
    Support service extended through email. This could include technical support, marketing collaterals, campaigns, and survey questionnaires.

    Chat support services:
    Support service extended through chat. This is mostly for live, real-time technical support.

    Everest Group: Contact Center Outsourcing (CCO) –
Annual Report 2013: Focus on Customer Experience Management
  • How can Knoah Solutions help you?
    Knoah Solutions provides onshore and offshore contact center outsourcing services from its world-class global delivery centers in Hyderabad, India and Las Vegas, USA. With over a decade of experience in providing excellent call center outsourcing services to Global 500 clientele, we have the required infrastructure, processes, practices, and talent pool to provide the flexibility and adaptability to fulfill your organizations’ call center requirements. We currently offer a wide range of solutions that can be mixed and matched to meet the unique requirements of any client.

  • Visit our Services page to know more, or watch our video here
    http://www.knoah.com/video.html

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Events

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  • ccw-new-logo

    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.