A Complete Guide to Contact Centre Outsourcing in Nigeria

Attending to your customers’ inquiries and support requests can be daunting, especially as your customer base grows. Therefore, organisations must take strategic steps to continuously grow and improve customer service.  

There’s a solution that can help organisations meet their customers’ needs while focusing on other essential business operations: Contact Centre Outsourcing.  

Contact centre outsourcing has become a popular trend in business, especially in recent years. This practice involves partnering with a third-party contact centre service provider to handle your customer service needs.  

Call centres have transformed and expanded their scope beyond just phone calls. They have evolved into comprehensive contact centres facilitating communication through many channels, including live chat, social media, and other means. However, the term is erroneously used interchangeably with contact centres.  

An organisation’s duty to treat every customer with respect and their need with urgency grow as its customer base does. Therefore, contact Centres are needed for all businesses since they provide crucially vital, efficient, and empathic customer support.  

How can you leverage Contact Centre outsourcing to effectively attend to customer needs without hindering other business operations? How can your organisation boost customer satisfaction through a more robust Contact Centre?  

In this blog, we’ll explore what Contact Centre Outsourcing is, how it works, some services that you outsource to a contact centre and the benefits associated with this practice. By the end of this article, you’ll understand how Contact Centre outsourcing can enhance customer satisfaction and promote your business.  

What Is Contact Centre Outsourcing?

Contact centre outsourcing is a strategic business practice where an organisation may hire a third-party service provider to handle customer support and other related activities. These services can range from taking customer inquiries, handling complaints, and providing technical support to billing and payment processing.  

An external contact team that manages calls, surveys, and other customer service operations on your behalf is referred to as a “Contact Centre” and is given the responsibility for handling your customer support service.  

Contact centre outsourcing can be done locally or offshore, depending on the needs of your business. The third-party service provider (also referred to as the outsourcing partner) manages the contact centre and ensures that customer service standards are maintained.  

For your organisation to hold a positive reputation and foster consistent business growth depends on meeting your client’s expectations. Every customer wants their issues resolved by competent contact centre staff members, and your organisation should prioritise this.  

Whether you are a small, mid or large business, outsourcing your contact centre operations can free up valuable resources and allow you to concentrate on the core competencies of your business. This way, you can channel your energy towards improving the quality of your goods or services without worrying about managing customer support.  

How to Outsource Contact Centre

How to Outsource Contact Centre

The outsourcing process usually starts with a consultation between the organisation and the outsourcing partner to assess the company’s needs and requirements. Once the outsourcing partner understands your company’s needs, they will develop a plan to address them.  

Your outsourcing partner will also recruit and train contact centre agents handling customer inquiries and support requests.  

Additionally, the partner will be responsible for setting up the necessary infrastructure, such as phone systems, software, and other tools required for the contact centre unit to function efficiently.  

The outsourcing partner then manages the day-to-day operations of the contact centre, including scheduling shifts, monitoring performance, and addressing any issues that may arise. The company remains in close contact with the outsourcing partner to ensure that the centre meets its service level agreements and that customer satisfaction is guaranteed.  

When selecting an outsourcing partner, it’s essential to consider factors such as their experience, reputation, staffing capabilities, technology infrastructure, and pricing structure. It’s also crucial to ensure the partner has robust security measures to protect customer data and comply with relevant regulations and industry standards.  

An Outsourcing partner like Workforce Connect has the expertise and resources to provide high-quality customer service while also leveraging their infrastructure and technology to reduce your operational costs.  

5 Services You Can Outsource to a Contact Centre

One way to reduce your workload and improve your business operations is by outsourcing some of your tasks to a contact centre. Here are a few services that you can outsource;

1. Call Centre

Contact Centre Outsourcing offers a wide range of services, including call centre services. As a business leader, outsourcing to a contact centre allows your organisation to outsource both inbound and outbound call solutions, as well as other forms of client communication. By encouraging multi-channel communication, customer service is better equipped to meet various customer needs.  

Inbound and outbound call centre services have different workloads, which allows businesses to select the option that best suits their needs. Inbound call centre services primarily focus on customer service, whereas outbound call centre services prioritise sales and are held accountable for meeting realistic sales goals.  

2. Sales and Lead Generation

Generating leads and closing sales can be daunting, especially for businesses that lack the resources and expertise to handle sales operations in-house. However, it is common knowledge that marketing is critical in business growth and development. Hence, outsourcing a vital aspect of your marketing, sales and lead generation efforts to a contact centre is a smart choice. It can help you reach potential customers, build relationships, and increase revenue. In addition, contact centres can provide outbound telemarketing, cold-calling, appointment setting, and lead qualification services.  

Also, with the help of a reliable outsourced contact centre, you can leverage advanced tools such as sentiment analysis, data tracking, and keyword detection to gain deeper insights into customer behaviour and preferences. These insights can be used to create more specialised and targeted advertisements that resonate with customers, leading to increased engagement and sales.  

3. Customer Service

Providing exceptional customer service is crucial for the success of any business. By utilising the capabilities of a contact centre solution, you gain access to a powerful toolset for meeting their customers’ evolving needs, fully understand how your products or services are being perceived, and make necessary adjustments to improve customer satisfaction.    

Prioritising and ensuring that your customers receive top-notch service is a crucial consideration. You can guarantee this with Contact centres since they are responsible for handling your customer inquiries, complaints, and feedback and troubleshooting any issues your customers might face.  

4. Technical Support

Providing technical support for your products or services is essential to ensure customer satisfaction. However, technical support can be challenging. You can take the burden off your in-house by outsourcing to a third party with the expertise; this can help you provide your customers with the technical support they need while freeing up your time to focus on other critical business operations. In addition, contact centres can efficiently handle all customer inquiries about product use, installation, and troubleshooting.  

5. Help Desk Support

Many forward-thinking organisations now outsource contact centres to manage IT-related issues. Outsourcing your help desk support to a contact centre can help you provide your employees with the IT support they need while reducing downtime and increasing productivity. For example, contact centres can provide help desk support for computer hardware and software problems, password resets, and system access requests.  

Why You Should Outsource Your Contact Centre

Why You Should Outsource Your Contact Centre

Contact Centre Outsourcing can be a valuable business strategy for companies looking to improve customer satisfaction and reduce operational costs.  

By partnering with a reputable outsourcing provider, companies can benefit from expert customer support services while focusing on their core business operations. Here are a few reasons to outsource your call centre:

1. It's cost-effective

For most businesses, outsourcing their contact centres is the most logical and economical option, as outsourcing its operations can help them save money on infrastructure, labour, and training costs. In addition, outsourcing partners can leverage their existing infrastructure and expertise to provide you with cost-effective services.  

2. Flexibility to launch new products & programmes

Introducing a new product or marketing initiative takes a lot of effort. However, you can do this quickly and efficiently without worrying about training internal workers to answer inquiries about the campaign or new product if you use a professional service to manage incoming calls. Instead, they can handle the calls and questions by being provided with the campaign’s specifics.  

Also, outsourcing partners can offer flexible services customised to meet the company’s specific needs. As a result, it allows companies to scale their customer service operations.  

3. To improve service quality

Outsourcing partners have the expertise and resources to provide high-quality customer service. They can provide round-the-clock, multilingual, and specialised support for complex technical issues.  

 Outsourced contact centres can also provide 24/7 support, which is essential for businesses operating in multiple time zones or with customers in different countries; this ensures that customers can always reach out to you for support, no matter where they are located.  

4. Increased efficiency

Employing the services of an outsourced partner for your contact centre can significantly improve its productivity. Outsourcing partners use advanced technologies to automate processes, reduce response times, and streamline workflows. As a result, it can help companies improve their operational efficiency and reduce costs.  

5. Opportunity to focus on core business activities

You can save money and time by outsourcing your contact centre so you can concentrate on your core business operations. As a result, you can focus on creating brand-new products or services, expanding your business, or streamlining your processes, which can boost productivity and profitability.  

6. Improved customer experience

A well-managed contact centre can help improve your customer experience. By outsourcing your customer service, you can ensure that your customers are always attended to by trained professionals with the knowledge and expertise to resolve their issues quickly and efficiently. This can lead to higher customer satisfaction rates and increased loyalty.

What Workforce Connect Can Do for You?

The outsourcing process usually starts with a consultation between the organisation and the outsourcing partner to assess the company’s needs and requirements. Once the outsourcing partner understands your company’s needs, they will develop a plan to address them.  

Your outsourcing partner will also recruit and train contact centre agents handling customer inquiries and support requests.  

Additionally, the partner will be responsible for setting up the necessary infrastructure, such as phone systems, software, and other tools required for the contact centre unit to function efficiently.  

The outsourcing partner then manages the day-to-day operations of the contact centre, including scheduling shifts, monitoring performance, and addressing any issues that may arise. The company remains in close contact with the outsourcing partner to ensure that the centre meets its service level agreements and that customer satisfaction is guaranteed.  

When selecting an outsourcing partner, it’s essential to consider factors such as their experience, reputation, staffing capabilities, technology infrastructure, and pricing structure. It’s also crucial to ensure the partner has robust security measures to protect customer data and comply with relevant regulations and industry standards.  

An Outsourcing partner like Workforce Connect has the expertise and resources to provide high-quality customer service while also leveraging their infrastructure and technology to reduce your operational costs.  

Picture of Nneka Eneli

Nneka Eneli

Director, Workforce Outsourcing