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Pros and Cons of Outsourcing Answering Services - Pittsburgh Telephone Answering Service - ContactCenterWorld.com Blog

Pros and Cons of Outsourcing Answering Services

Many businesses consider outsourcing their answering services process when they are in growth mode or would like to be. If you are considering outsourcing your business’s call answering services, it’s important to understand the pros and cons of doing so.

Pros of Outsourcing Answering Services

  • Outsourcing answering services is less expensive than hiring staff. Business owners spend tens of thousands of dollars every year hiring and training receptionists, providing workspace and equipment, and paying for their benefits. Outsourcing allows you to save on those costs and benefit from professional operators who are trained specifically to represent your brand as you would do.
  • There is no downtime with answering services. Your customers’ phone calls are answered 24 hours a day, 7 days a week, 365 days a year or just when you need support - you choose what works for you. You don’t need to worry about operators taking vacations or time off for any reason because your calls are always covered.
  • Outsourcing answering services allows your staff to focus on your core business. When your staff only handles the calls that are relevant to them, they are able to effectively focus on other important aspects of your business. At the same time, you know that your customers’ calls are being handled in the most professional manner, consistent with your brand, and to your customers’ satisfaction.

Cons of Outsourcing Answering Services

  • Management has less direct oversight of the answering service functions. Although this is a positive in many respects, it can be a negative if you don’t take an active role in defining your expectations of the answering service at the onset. You will also need to stay in touch with them on a regular basis and request the call metrics that are meaningful to you.
  • There could be negative effects on staff morale. Sometimes, company employees take the idea of any aspect of business being outsourced the wrong way. If you communicate clearly to them that the move to outsource telephone answering services will help them grow their expertise and value to the company.
  • Communications challenges may arise. When you work with any vendor, you add a layer of communication necessary to facilitate and make the most of the relationship. Make certain that you set up staff protocol for communication with your answering service early in the process and make adjustments as necessary.

Is outsourcing your telephone answering services right for your business?

Knowing when to outsource your calls to a call center is simple. Is the productivity of your business in any way diminished by an influx of calls or emails? Could your company answer more calls? Are they often forced to put aside other tasks because of incoming calls? Do you presently have calls, emails or voicemails that have not been returned? If you have answered ‘yes’ to any of these questions, it is time to find out about what Pittsburgh Telephone Answering Service can do for you and your company to help you focus on your goals and grow your brand. Contact us today!


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Source: https://www.pittsburghanswering.com/pros-and-cons-of-outsourcing-answering-services/

Publish Date: March 7, 2019 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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