September 23, 2023
10 Minutes
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Thousands of technology startups in India allocate a significant portion of their resources to improving product sales, customer services/support, after-sales operations, lead qualification, providing technical assistance, distribution, and marketing. These companies need more resources to set up an in-house call centre facility, incurring high setup costs. Setting up an in-house facility causes a distraction from their core activities and operations. There is a need for a technology-powered managed call centre outsourcing provider for sales and processes that can simplify your outreach with trained telecallers for seamless inbound and outbound calling.
SquadStack is a professional call centre outsourcing company with over ten thousand trained telecalling experts who deliver high-quality calls, ensuring a 90% or higher connectivity rate. This call centre services outsourcing company strongly emphasizes quality control by combining AI, human expertise in quality analysis, and a diverse group of ten thousand-plus certified telecallers.
Consider collaborating with an external team if you need a call center outsourcing partner. Book a demo with SquadStack now.
Call centre or contact centre outsourcing involves contracting an external service provider to handle various aspects of your customer support functions and sales operations. These functions may include answering customer inquiries, resolving issues, processing orders, and providing information using telephonic devices. Call centre outsourcing companies may be located domestically or internationally, depending on a company's preferences and requirements. With the help of call centre outsourcing vendors, companies can outsource calling services like customer support, sales, and lead qualification to an external agency. Due to this outsourcing of operations, teams can now concentrate on core functions, including product development and marketing, and achieve remarkable success.
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Look at the example below to grasp the transformative impact of call centre outsourcing:
Upstox, a leading investment platform, collaborated with SquadStack to outsource sales in the dynamic Fintech industry. Upstox is India's premier investment platform. It is known for its brokerage plans and is recognized as a trusted online stockbroker, providing exceptional comfort in online share trading.SquadStack's fully managed call centre outsourcing services, combining AI and expert outreach, boosted Upstox's activation rate by 40%. With 740+ trained sales callers, they excel in account opening and activation campaigns, achieving impressive results and flexibility.
Distinctions between SquadStack and your in-house telecalling team.
Call center outsourcing services emerge as a strategic choice for companies grappling with the intricacies of customer interactions and operational demands. The various call center outsourcing services provide numerous options tailored to specific business needs are shared below:
Inbound Call Center Services Outsourcing
Inbound call center outsourcing 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 Services Outsourcing
Outbound call centre outsourcing services involve proactive calls to potential or existing customers. These include lead generation, market research, customer follow-ups, and sales calls. Outbound telemarketing is an effective strategy for expanding customer reach and increasing sales.
Outsourcing Technical Support Services.
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.
Outsourcing 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.
Order and Payment Processing Services
This service systematically handles customer orders and payments. It encompasses tasks such as order verification, payment confirmation, transaction recording, and ensuring the accuracy and security of financial transactions.
Sales and Lead Generation Outsourcing Services
Sales and lead generation & conversion services aim to identify potential customers, also known as leads, and convert them into actual customers through targeted sales efforts. The services may include outbound calling, conducting surveys, and employing various strategies to nurture and convert leads into sales opportunities.
Telemarketing Outsourcing Services
Telemarketing outsourcing is a strategy that involves reaching out to potential customers and clients via telephone to promote products or services, generate leads, or conduct market research. Telemarketing services often employ trained agents who communicate directly to convey information, answer queries, and encourage desired actions such as purchasing.
Outsourcing call centre services offer cost efficiency by reducing operational expenses for setting up infrastructure and personnel in-house. Additionally, outsourcing provides access to a pool of skilled professionals, ensuring that customer interactions are handled by experienced agents. The various benefits of call centre services outsourcing are shared below in detail:
Cost Saving: Hiring an outsourced call centre operations can significantly reduce overhead costs, including management salaries, infrastructure, and technology investments in setting up these facilities at home.
SquadStack can help your sales team save time using its lead qualification services, which enhance the conversion rate so that your sales team does not waste time annd money on unworthy leads.
Access to Expert Telecalling Team: Experienced outsourcing providers like 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.
The telecalling agents undergo training via videos tailored for specific use cases, aligning with the industry, particular campaigns, and business requirements.
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 centre outsourcing services offer the flexibility to scale call centre 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.
Cost-Effective Multichannel Support: Outsourcing call centre services often include support across various channels, such as phone, email, and chat, providing a cost-effective solution for businesses needing multichannel customer interaction.
SquadStack uses multichannel outreach methods to ensure leads are received, utilizing our customizable omnichannel outreach system, including calling, emails, SMS, WhatsApp, etc.
Improved Efficiency and Productivity: Outsourcing can lead to increased efficiency and productivity as specialists handle tasks, reducing the burden on the in-house team.
Measurable Performance Metrics: Outsourcing partners often provide detailed performance metrics and analytics, allowing businesses to monitor and assess the effectiveness of their customer support operations.
Outsourced sales call centres allow a comprehensive overview of campaigns to gain transparency in all outreach efforts and ensure accountability by tracking lead engagement and follow-ups.
Now that you know all the services, benefits, and due processes of outsourcing a call centre, let's see how many boxes we can check and what SquadStack can offer you. SquadStack, as a call centre outsourcing company, provides you with best-in-class telecalling services, including outbound call centre services, product onboarding, welcome calls, assisted KYC, relationship management calls, appointment booking, product sales, pre-sales, upsell and cross-sell, and inbound voice calling. All the critical features of SquadStack that can significantly benefit your call centre outsourcing journey are:
We help top companies to get the best-outsourced call centre services with the most skilled and trained telecallers in the market. Our agent management platforms assess soft skills through intense mock calls, with only 2% of callers qualifying.
Now that you know all the services, benefits, and due processes of outsourcing a call centre, let's see how many boxes we can check and what SquadStack can offer you. SquadStack, as a call centre outsourcing company, provides you with best-in-class telecalling services, including outbound call centre services, product onboarding, welcome calls, assisted KYC, relationship management calls, appointment booking, product sales, pre-sales, upsell and cross-sell, and inbound voice calling. All the critical features of SquadStack that can significantly benefit your call centre outsourcing journey are:
We help top companies to get the best-outsourced call centre services with the most skilled and trained telecallers in the market. Our agent management platforms assess soft skills through intense mock calls, with only 2% of callers qualifying.
Using AI technology, the call quality management platform checks samples of 15% of calls across 23 parameters. We have the facility to monitor the quality of your Tele-calling campaigns, which a BPO cannot offer. These call quality scores include all audit parameters, such as total audited calls and categorization of callers based on performance.
The capability to observe weekly and monthly trends of leads, connectivity, quality standards, conversions, cost of your sales, etc. We allow you to oversee all your telecalling campaigns in a consolidated view with comprehensive control. The entire lead journey can be examined with a 100% data capture.
When the leads enter our system, they undergo a check to ensure compliance with calling regulations. This involves using omnichannel outreach methods to check for Do Not Disturb (DND) numbers, ensuring that every lead is handled properly. We utilize Last in First Out (LIFO) and First in First Out (FIFO) algorithms to uphold the desired turnaround time efficiently.
To avail of the mentioned services, businesses must follow some standard procedures. These steps ensure a smooth call centre outsourcing operation for companies and outsourcing vendors.
Service Agreement Between the Business and the Outsourcing Provider
Outsourcing begins with negotiating and establishing a service agreement between the business (the company seeking support) and the outsourcing provider (the third-party call centre). 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 centre 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 centre 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.
India is a global hub for call center outsourcing services as it has a large pool of English-speaking talent, cost-effective solutions, and growing expertise in customer experience management. Over the years, several contact center service companies have delivered world-class support to global clients across diverse industries. Here's a look at some of the top call center outsourcing companies in India that are improving customer service and business process outsourcing.
Headquarters: Noida, India
Specialty: AI-powered voice agents, Sales Trained Human Agents, Customer Support Agents, Intelligent telecalling, sales enablement, and customer support automation.
SquadStack stands out in the Indian outsourcing landscape by combining human intelligence with advanced AI to create a robust ecosystem for outbound and inbound calling. Its newly launched product, Humanoid Agent, uses AI to autonomously conduct customer calls at scale, making it ideal for industries like BFSI, e-commerce, and telecom. With multilingual support (135+ languages), 24/7 availability, and deep integration with CRM. SquadStack helps businesses reduce costs by up to 60% while improving lead conversion and customer experience.
Genpact started as a business unit within General Electric and has grown into a global professional services firm. With over 125,000 employees, Genpact offers comprehensive solutions in customer service, finance, analytics, and digital transformation to Fortune 500 clients across the globe.
Headquartered in Mumbai, WNS provides business process management services to more than 600 clients across industries like travel, insurance, and banking. The company is recognized for its deep domain expertise and use of analytics and digital tools to enhance customer engagement.
Infosys BPM, a subsidiary of Infosys Ltd., delivers end-to-end business process management services. With operations in over 14 countries and nearly 59,000 employees, it offers digital-first solutions in customer care, HR, finance, and procurement.
TCS BPO is part of the Tata Consultancy Services group, one of India's most respected IT firms. The BPO division supports global clients with customer service, back-office processing, and digital transformation initiatives, leveraging its massive workforce and cutting-edge technologies.
Firstsource, based in Mumbai, serves industries such as healthcare, banking, telecom, and media. With a strong emphasis on improving operational efficiency and customer experience, Firstsource offers customer support, collections, and data analytics services.
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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.
Outsourcing helps companies reduce costs, access specialized expertise, enhance flexibility, and focus on core competencies. It allows them to scale operations, improve customer service, and navigate global markets efficiently while maintaining a competitive edge.
Business Process Outsourcing (BPO) in call centers means contracting an external service provider for various functions like customer support, sales, or back-office functions, to improve efficiency and effectiveness.
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.
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.
