What are the benefits of outsourcing telephone services? Explanation of points for choosing a proxy service

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Businesses are increasingly outsourcing non-core operations to improve productivity, but telephone operations are actually one of the operations that can be outsourced.

In this article, we will explain the advantages and disadvantages of outsourcing and points for choosing a service for those who are considering outsourcing telephone work.

Advantages of Outsourcing Telephone Business

Until now, it has been taken for granted that telephone services should be carried out in-house and that the equipment and personnel needed to do so should be secured.

However, the fact that it takes so much time and money to handle telephone operations in-house is often not taken into account.

Outsourcing your phone offers many benefits, including:

Cost reduction

If you do your own telephony,

  • Securing staff
  • Training/Education
  • Setting up a desk or computer

etc. will cost a lot.

When setting up a call center, it will be necessary to introduce a business support system such as CRM and CTI.

If you outsource your phone work, you don’t need to do these preparations in-house.

In addition, it is also possible to outsource only for a specific period, such as only during busy periods or only on Saturdays and Sundays, so you can arrange the optimal staffing according to the amount of work.

Business efficiency

When your company’s employees handle the primary phone calls and referrals to the person in charge, they have to suspend their own work and answer the phone, which affects the efficiency of their core business.

If you answer a lot of calls that are unrelated to your work, or if you get caught up in a sales call, it will take up your time and cause fatigue and a decrease in concentration.

There is a limit to the amount of work an employee can do. If answering the main phone is reducing the efficiency of your core business, you can increase your productivity by outsourcing the first response .

Promotion of telework

Some jobs cannot be handled by telework, but telephone work can be handled remotely depending on how you do it.

If employees come to work only to respond to landlines, teleworking through outsourcing or introducing a system will lead to a reduction in commuting costs and office maintenance costs.

Drop-out prevention

You risk losing business opportunities by not answering the phone.

However, during times when there are few people in the office or during a meeting, the number of people answering the phone is reduced, and it is not always possible to pick up all calls.

Outsource your phone calls so you don’t have to worry about missing calls and can focus on your priorities.

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Standardization of response quality

When general employees perform telephone work, it is unavoidable that there will be individual differences in telephone response skills.

It cannot be said that there are times when it takes time for an intermediary to respond, or when there is a miscommunication of an item, or when the language or attitude makes the customer feel uncomfortable.

If you outsource to a company with a reputation for customer service quality, you will be able to maintain a consistent level of customer service quality, which will lead to improved customer satisfaction, as a professional telephone operator will handle the call.

Improving employee mental health

If the department’s main phone is ringing, someone has to answer the phone, but some people are not good at answering the phone.

First-line receptions that require flexible responses and responses to inquiries that are not related to your work can make telephone work painful, lose confidence, and cause mental health problems.

If the stress of telephone work is severe, it is difficult to eliminate calls, but if you do not have to deal with people outside of your charge, you will feel much more comfortable.

Disadvantages of Outsourcing Telephone Business

Outsourcing is not all about benefits. Make sure to check the disadvantages as well so that you won’t regret it after signing the contract.

limited coverage

The scope of work that can be outsourced varies depending on the corresponding contractor and plan, but the basics are routine work that can be manualized.

  • Response to general inquiries
  • Accepting orders/reservations
  • Intermediation and return correspondence to the person in charge
  • Rejection of sales calls

In the case of complicated inquiries or matters that require individual judgment, it may be necessary for employees to call back because the contractor cannot complete the response.

Unable to grasp the situation on the ground

The contractor’s operator has no acquaintance with the employees, and the work place is not in the company’s office, so he has no knowledge of the company’s circumstances.

For this reason, it is not possible to respond flexibly according to the situation, and only the response that was decided at the beginning will be performed.

For example, if you receive a call from Mr. A who is on vacation, you can have Mr. A call you back, but you cannot decide that “Mr. B in the same team is busy at the moment, so I will call you.” .

sometimes costly

In the case of telephone service consignment, the method of calculating the fee differs depending on the company.

In the case where the plan is determined by the number of calls, if you do not know the number of incoming calls accurately, you may end up with additional charges .

There may be an optional charge for nights and holidays.

When considering a service, be sure to check the necessary scope of work, such as the number of services, time period, and content, before making an estimate.

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How to choose an outsourcing destination

When deciding on a telephone service provider, we tend to pay attention to fees, but telephone answering companies cannot be compared based on cost alone.

Let’s choose the best contractor by suppressing the points to look at when choosing a service.

Outsource call center operations

When outsourcing call center telephone operations, the key to success in outsourcing is to select a company that has a proven track record in similar industries and services .

  • inbound or outbound
  • Expertise/specialty
  • Security measures
  • Plan flexibility

Call center operations can be broadly divided into inbound (receiving calls) and outbound (calling).

In the case of a call center that handles inquiries, it is a good idea to select from among contractors that are good at inbound.

In addition, if you need specialized knowledge in IT, law, finance, etc., it is safe to ask a company with a proven track record in that field.

When handling your personal information, you must pay close attention to information leakage. Check the contractor’s security measures.

In a call center, there may be a big difference in the amount of work between the busy season and the off-season. At such times, it is also important to be able to flexibly change the plan according to the situation.

entrust a representative telephone

When entrusting the main telephone of a company or department, the primary reception and intermediation are the main tasks, so it is not necessary to consider the expertise of the outsourcer.

What you should focus on is whether or not it matches the response conditions required by your company.

For example, let’s organize the desired conditions for the following points.

  • Can you handle after hours and holidays?
  • Method and frequency of reporting received calls
  • Call back or direct transfer

In the case of a telephone answering service, since it is manned, it can be entrusted during the business hours of the agent.

If you want to request overtime or holiday support, you will need to find a company that is available 24 hours a day, 365 days a year.

The reporting method (email, telephone, fax, etc.) and frequency of receiving calls also differ depending on the service provider. If you want to receive a report immediately after receiving a call, choose a company that supports real-time reporting.

In addition, although it is possible for most carriers to return calls, there are only a limited number of companies that can forward calls directly like an extension, so confirmation is required .

Automatic name transfer & 24-hour support! What is “Canario”?

When outsourcing phone work, it is not as flexible as in-house support.

In some cases, there may be conditions such as restrictions on the business hours of the contractor or the inability to transfer the call directly.

Depending on the billing system, such as billing based on the number of calls and special support options, there is a possibility that the budget may be exceeded, so it is quite difficult to find a company that meets the conditions.

NEC Networks & System Integration’s call forwarding service “Canario” uses AI technology to make it possible to automatically perform operations similar to those handled by the company itself.

  • Name agency: Listen to the name of the person in charge and transfer it to the mobile phone
  • Message text conversion: Convert your message to text when you are away and send it in real time as a message
  • Call all at once: Call group members all at once if no person in charge is specified
  • Outside business hours setting: If you set business hours, you can switch to after-hours announcements and convert messages into text.
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The price is fixed at a monthly basic charge of 10,000 yen (excluding tax) + user charge, so you can choose a plan based on functions and service content without worrying about the time of day or the number of calls.

User fees (excluding tax) and features for each plan

Basic Standard Premium
Monthly user fee (per person) 680 yen 980 yen 1,480 yen
name agency
mass call
Name agency + Message text conversion
Simultaneous incoming call + message conversion to text
IVR
Free calls between users Up to 10 minutes per person Up to 30 minutes per person

Article Summary

While outsourcing telephone operations has various benefits such as cost reduction and operational efficiency, it may not be possible to do things that were taken for granted in-house, and additional costs for options may increase. .

Clarify the purpose of the request, such as the scope and period of work you want to outsource, and select the most suitable service for your company.