Call center and back office support services are often outsourced by companies to gain a cost advantage along with the requisite skills for the job. BPO industry is one of the most flourishing industries in the country, and it is because of good reasons. However, many companies do not exploit the true advantage of outsourcing call center and back office support services because they do not understand the true scope of these functions.
The Role of Back Office and Call Center Outsourcing Vendors
In the simplest of terms, we can say that back office and call center outsourcing vendors perform the work of a client using their pre-established facilities and resources. But the way a vendor performs its work varies greatly from the way another vendor goes about his tasks. In the past, this disparity could have been attributed to vendor skills and expertise. But nowadays, software solutions are proving to be detrimental in this regard.
When it comes to the role of your vendor, it really matters a lot what type of software it is using. Some common BPO software that are hugely important when it comes to outsourcing are:
- Data entry and OCR software: When it is about digital transformation of legacy data or simply inputting vast amount of data in a database, automated data entry software have a huge role to play. Data entry software digitalize and expedite data entry, and at the same time help you maintain a level of accuracy without too much effort. Therefore, look for a vendor with above par software before you finally decide to hand over your work.
- CRM: Customer relationship management tool (CRM) is crucial for maintaining a customer database in an inbound and outbound call center operation. Whether you are using the services of a customer care vendor or outbound telemarketing services provider, always check their credentials in this regard. Ensure they have a high-end CRM, and preferably in-house CRM development capabilities. Many companies like Vcare excel at CRM development and provide tailor made solutions to their clients, which help in the best performance of tasks.
- IVR and ACD: Interactive Voice Response system is increasingly growing in importance. It helps you offer self-care services, take information through secure IVR channel and personalize calls. Its importance in a call center process is second to none.
In the same vein, there are multiple call center software that have a direct role to play in the outcome you get via your vendor. Therefore, it is advised that you partner with a vendor that has necessary software skills.