In a world where “the customer is always right,” service quality has become a critical aspect in business success. Companies aim to provide the greatest possible experience for their customers, despite often having limited resources and time. This is why contact center services is becoming a more popular option. But how can you find a trustworthy partner who can help you improve business efficiency and meet client needs?
In this post, we will look at the essential concepts that underpin collaboration with Global Bilgi and discuss the benefits of outsourcing a contact center. Learn why more and more businesses are choosing us as their reliable BPO partner.
Why is Contact Center Outsourcing gaining traction?
It all begins with money. Every firm, regardless of size, works to improve its financial structure. Outsourcing a contact center is similar to hiring an extra set of hands, but without the need to pay for office space, equipment, employee training, and other recurring expenses. This considerably reduces the company’s financial burden.
But that is not all. Modern businesses are dynamic systems that are continually changing. The client base grows, markets expand geographically, and new communication channels appear. Keeping everything under control in-house becomes more difficult. Outsourcing enables businesses to concentrate on their core capabilities while leaving customer service operations to professionals.
Globalization, Technology, and the Expansion of Customer Bases
Outsourcing is gaining traction, and there are valid reasons for this. Consider the globalization of business. According to Statista GmbH, a renowned data gathering firm, the number of businesses globally climbed by around 3.3% in 2023, following a record high of nearly 4.2% in 2022. From 2001 to 2019, there been a steady increase in the number of enterprises worldwide. This means that businesses must service clients from all over the world, necessitating the 24/7 operation of contact centers.
Similarly, consider the expansion of client bases. Social networking, internet stores, and smartphone apps have all contributed to a large increase in interactions. Technological advancements are also important. Artificial intelligence, chatbots, and data analytics are revolutionizing the customer service industry. Outsourcing organizations might invest in modern technology to provide cutting-edge solutions to their clients.
Thus, contact center outsourcing is not just a trend, but a must for modern enterprises, allowing them to:
- Reduce expenditures, maximize resources, and concentrate on vital duties.
- Increase productivity while providing high-quality customer service 24/7.
- Increase flexibility by responding swiftly to market changes and increased workloads.
- Access expertise by utilizing the knowledge and experience of specialized businesses.
As we can see, the reasons in favor of contact center outsourcing are compelling, with market growth expected to reach 7.48% by 2029, according to several estimates.
How to Select a Reliable Contact Center Outsourcing Provider
Have you decided to outsource your customer service? Great! Now it is critical to choose the right partner. What should you focus on?
First, assess the company’s experience. How many years have they been on the market? Which industries do they serve? Second, consider the technologies they use. A modern contact center encompasses more than just phone calls. It is critical that the organization implements an omnichannel strategy, innovative data analytics tools, and process automation. Third, analyze the company’s culture. Is it consistent with your company values? Can you create a long-term partnership?
Also, pay attention to how the company handles data security. You are entrusting them with confidential information about your clients. And, of course, it’s crucial that pricing is transparent and reflects the quality of services. Cutting corners on quality is not the best idea. By the way, we highly recommend reading our article “What determines the cost of contact center outsourcing services at Global Bilgi”.
So, how can you choose the partner who best meets your requirements from numerous offers? The solution is simple: turn to Global Bilgi. We have over 15 years of market expertise and are ready to provide you with comprehensive contact center outsourcing solutions. What distinguishes us from the rest? This will be covered in further detail in the following section.
Global Bilgi – Your Reliable Contact Center Outsourcing Partner
Choosing a company for outsourcing is a significant decision. And we understand that you need more than just a service provider; you need a true partner. Global Bilgi has been successfully operating in the market for over 15 years, providing contact center outsourcing services. During this time, we have earned the trust of many well-known brands. So, why do they choose us?
We Are More Than Just a Contact Center
Global Bilgi is not just a company providing contact center services. We are your trusted partner in digital business transformation. Our range of services extends far beyond traditional inbound query handling. We offer comprehensive solutions that cover the entire customer interaction cycle.
From the cloud-based Sirius contact center, which offers flexibility and scalability, to robotic process automation (RPA), which relieves your employees of repetitive chores, we have everything you need to enhance your business operations. We also provide a wide range of human resource management services, including recruitment and the development of pay and benefits systems.
Our services are not restricted to taking inbound calls. We also provide back-office outsourcing, allowing you to focus on key activities. We offer telemarketing, lead generation, and service audits to help you increase revenue and strengthen customer relationships. Our expertise will assist you in streamlining operations, improving employee performance, and ensuring maximum customer loyalty.
Partnership You Can Rely On
Global Bilgi is not just about providing services; it’s about reliable partnership. We strive to understand your business thoroughly in order to offer innovative solutions and help you achieve your goals.
With our extensive experience, we recognize that every business is unique. Therefore, instead of offering standard solutions, we create ones that are tailored specifically to you. We are ready to grow alongside your business and are always open to new challenges.
There are many examples of how we started collaborations by simply handling inbound inquiries and then expanded our partnership to outbound contact center services, marketing surveys, feedback collection, tele-sales, and more.
Our key clients have been with us for many years. Some have long and successfully used our contact center software, while in other cases, we developed custom software solutions, such as email processing services or video chat functionality, specifically for our clients. All of this clearly highlights our customer focus, personalized approach, and commitment to long-term relationships.
Transparent Reporting and Analytics for Business Solutions
Transparency is our fundamental concept. We understand how important consistency and predictability are in today’s business world. That is why we provide a full breakdown of our service charges, with explanations for each item. You will always know exactly what you are paying for.
Our standard is to provide regular reports. We provide thorough records on the work performed, including the hours worked by each operator. For some clients, reporting can be done minute by minute. Our clients always have access to information on the amount of requests processed, average handling time, employee performance, and other important contact center KPI’s. This data enables you to evaluate the efficacy of our collaboration and make educated decisions.
Our experience across sectors helps us to understand the larger picture and provide you with new solutions. Using data and analytics, we make recommendations to help you streamline company operations and increase profitability.
Conclusion
Looking for a reliable partner to grow your business? Global Bilgi is your choice. We offer a wide range of contact center outsourcing services, from call handling to developing custom software solutions. Our team of professionals will help you optimize processes, improve efficiency, and enhance Customer Experience. Global Bilgi is your single partner for all your customer interaction needs.
Ready for change? Contact us! Fill out the feedback form on our website, and we’ll get in touch with you. Our experts will provide detailed consultations on all matters related to contact center outsourcing. Trust your business processes to the professionals at Global Bilgi.
