Can Quality Call Center Services Be Affordable For Small Businessess?

A call center service is a must these days irrespective of the size of the company and nature of business. The service is so popular that people have begun expecting it even out of small businesses and start ups. It is easy for the bigger companies to maintain one 24/7, but such is not the case of most business owners. Appointing a batch of people only to attend and make calls, is simply not feasible. They are better off investing the money in more tangible aspects of their business.

So how do small businesses manage to provide this service?

They usually manage it in one of these ways

1. They take it on themselves

A lot of business owners take up the task of managing call center themselves. This is alright as long as the size of the business stays small. But good businesses are bound to grow and that is when the problem arises. The business owner can no longer manage customer and sales calls when he has a thousand other important things to do. The result therefore, is a poorly managed customer support.

Here is what the smarter people do.

2.They outsource it to a credible BPO

This is perhaps the most sensible way of managing call center under a budget. The business owner has to only pay for the call center rep's time, as against additional expenses of infrastructure and employee benefits which would have to be paid if it was managed in-house. The difference in time zone is another huge benefit of outsourcing. Most BPO's are located in countries like India and China where the timings of the day coincide with the night timings of USA, UK, Canada. Therefore companies don't have to pay extra for night time call handling. If they were to maintain a call center in-house, this would cost them double.

Outsourcing makes its possible for smaller business to have the privilege of offering their customers with such facility. In fact the costs incurred is only half of the cost of maintaining one in-house. It is the ideal win-win situation since businesses benefit from the great value for money and BPO's are benefited through the great differences in currency exchange value.

All is well, as long as business owners pick the right BPO. Call center services are provided by almost all BPO's, therefore it is important to be picky. The wrong choice could damage the name of the company and therefore do more harm that good!


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In this industry call center customer satisfaction (Csat) is king. If you are not focused on customer satisfaction then you're dropping the ball. Call center benchmarking is the first step towards improving your Csat.

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