Benefits and Best Practices of Call Center Outsourcing

Call center outsourcing is when a company hands over its customer support operations to an external call center. Let an External Call Center Manage Your Calls, Surveys, and More for Your Business.

September 23, 2023


10 Minutes

Om Shukla

Om Shukla


There are thousands of tech and quick commerce startups coming up in India. They spend most of their resources on improving product, distribution, and marketing. But one key aspect that usually goes unnoticed is handling customer queries, providing technical assistance and managing after-sales services. This results in a lack of customer satisfaction and paints a negative image of the brand in the market. This is where call center outsourcing comes into the picture, a perfect solution to take care of your customer service problems at a minimal cost.

In today's fast-paced business landscape, companies constantly seek ways to improve efficiency, reduce costs, and enhance customer satisfaction. One strategy that has worked in their favour is Call Center Outsourcing. This article will explore how you can outsource your Call Center operations, its benefits and best practices, and how SquadStack helps businesses by providing them with best-in-class Contact Center Outsourcing services.

What Is Call Center Outsourcing

Call center outsourcing involves contracting a third-party service provider to outsource your call center operations to handle various aspects of your customer support functions. These functions may include answering customer inquiries, resolving issues, processing orders, and providing information. Outsourced call centers can be located domestically or internationally, depending on a company's preferences and requirements.

In the bustling world of business, companies with limited resources for each task face a dilemma. Their employees often struggle with customer support tasks. In such cases, the idea of outsourcing customer calls to an external group seems revolutionary. By outsourcing customer support, sales and lead qualification to an external agency, core teams can now focus on product development, marketing, and achieving remarkable success.

Various Call Center Outsourcing Services

Now that we are aware of the practice of Contact Center Outsourcing, let's take a look at the various services that businesses can avail from Outsourcing vendors -

Inbound Call Center Outsourcing

Inbound call center services handle incoming customer inquiries, requests, and complaints. Agents are trained to provide information, assist with troubleshooting, process orders, and address various customer concerns. This service is crucial for maintaining customer satisfaction and retention.

Outbound Call Center Outsourcing

Outbound call center services involve making proactive calls to potential or existing customers. This may include lead generation, market research, customer follow-ups, and sales calls. Outbound telemarketing is an effective strategy for expanding customer reach and increasing sales.

Technical Support

Technical customer support services assist customers with technical issues related to products or services. Agents are trained to troubleshoot problems, guide customers through solutions, and escalate complex issues to higher-level support.

Helpdesk Support

Helpdesk support services focus on providing timely assistance to users experiencing issues with software, hardware, or IT systems. Helpdesk agents offer solutions, document reported problems, and ensure quick issue resolution, contributing to improved user productivity.

Various Call Center Outsourcing Services
Image: Various Call Center Outsourcing Services

Benefits Of Call Center Outsourcing Services

Now that we know about Call Center Outsourcing in-depth, let's look at why you should consider outsourcing your call center function in the first place.

Cost Saving

Outsourcing call center operations can significantly reduce overhead costs, including management salaries, infrastructure, and technology investments.

Access to Expertise

Experienced outsourcing providers, including SquadStack, invest in training and technology to stay updated with industry best practices. This expertise can lead to improved customer service quality and customer satisfaction

Focus on Actual Business

Outsourcing customer support enables businesses to allocate more time and resources to their core business activities, such as product development, marketing, strategic planning, etc.

Flexibility In Scaling

Call Center Outsourcing offers the flexibility to scale call center operations up or down based on seasonal demands or changing business needs. This ensures that companies can efficiently manage customer support during peak periods without overcommitting resources during quieter times.

Benefits Of Call Center Outsourcing Services
Image: Benefits Of Call Center Outsourcing Services

Best Practices Of Call Center Outsourcing

After looking at the above benefits, you are already considering outsourcing your call center operations. Here are a few things you should keep in mind before outsourcing a part of your sales or operations -

Vendor Selection

Selecting the right outsourcing provider is a critical step. Conduct thorough due diligence by evaluating potential partners based on their industry experience, track record, client testimonials, and technological capabilities.

Trained Outsourcing Agents

Practical training ensures that outsourcing agents can represent your brand and assist customers effectively. Provide comprehensive training or choose a vendor whose agents are already trained with product knowledge, customer service protocols, communication skills, and issue resolution techniques.

SquadStack has an existing team of highly screened and vetted telecallers. These agents go through rigorous training and certification processes before they start work in the field.

Book a demo to understand how SquadStack can help you with your sales and operations processes!

Monitor And Ensure Data Security

Data security is paramount when outsourcing call center services. Ensure the call center has robust data security measures to protect sensitive customer information and comply with data protection regulations. Regular audits and assessments can ensure data security.

Define Your Objectives

Clearly defining your objectives and expectations is essential before embarking on a call center outsourcing journey. What specific services do you want the outsourcing provider to handle? What are your performance expectations regarding response times, resolution rates, and customer satisfaction? Having a well-defined scope sets the foundation for a successful outsourcing partnership.

Squadstack - Leveraging the Best Call Center Outsourcing Company

Now that you know all the services, benefits, and due processes of outsourcing, let's see how many boxes we can check and what SquadStack can offer you. SquadStack as call center outsourcing company provides you with best-in-class Calling services, including outbound call center services, product onboarding, welcome calls, assisted KYC, relationship management, appointment booking, product sales, E-commerce abandoned cart calls, pre-sales, upsell and cross-sell, assisted onboarding and Inbound voice calling. The key features of SquadStack that can significantly benefit your call center outsourcing journey are:

Resource Allocation And Cost Saving: SquadStack offers flexibility in the scale of outsourcing. It follows a usage-based pricing model, only paying for productive, connected minutes. SquadStack helps you scale flexibly according to your business needs.

Trained Agents: As we have emphasized time and time again, training is crucial in outsourcing a call center. At SquadStack, we provide in-house training to our agents to ensure that your brand is represented accurately.

Experience And Testimonials: SquadStack boasts extensive experience with call center outsourcing operations in various sectors such as Fintech, broking, startups, FMCG, the service sector, and more. The testimonials from our existing clients serve as proof of our remarkable track record.

Check out how SquadStack helped Moneyview reach 89% connectivity and close 40% more loan applications!

Steps Involved In Call Center Outsourcing

To avail the services mentioned above, businesses must follow some standard procedures. These steps ensure a smooth Call Center Outsourcing operation for companies and outsourcing vendors.

Service Agreement

Call Center Outsourcing begins with negotiating and establishing a service agreement between the business (the company seeking support) and the outsourcing provider (the third-party call center). This agreement outlines the scope of services, performance expectations, service level agreements (SLAs), and pricing structures.

Training And Knowledge Transfer

Once the agreement is in place, the business typically provides the outsourcing provider training on its products, services, brand values, and customer service protocols. This training is crucial to ensure that the call center agents can effectively represent the client's brand and assist customers with inquiries and issues.

Staffing and Resource Allocation

The outsourcing provider is responsible for staffing the call center with trained agents who can handle customer inquiries and support requests. The number of agents deployed can be adjusted based on the client's needs, ensuring scalability during peak periods and cost savings during quieter times.


What are call centers?


Call centers are customer service hubs where agents handle inquiries, provide support, and manage communication through various phone, email, chat, and social media channels. But in today's time, call centers can offer the same services while operating on a work-from-home model.

Why should I outsource call center operations?


Outsourcing your call center operations can offer cost savings, scalability, specialized expertise, 24/7 support to your customers, improved focus on core functions, and access to advanced technology, thus significantly benefiting your business.

How can I outsource my call center operations?


To outsource call center operations, you must define your objectives, select a suitable vendor, establish clear communication, and monitor performance closely for effective results. Or you can just contact Squadstack; we offer all the above services at very competitive rates.\

Is there anything I should know before outsourcing my call center operations?


Before outsourcing your call center operations, you should consider your objectives, vendor reputation, cost, cultural fit, data security, legal compliance, and the quality of service provided.

How can SquadStack help your business with outsourcing call center operations?


If you decide to outsource your call center operations with Squadstack, we could help you reduce your costs, provide you with trained agents, and give you access to best-in-class call center software and technology.

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