Outsourcing your call centre for the first time can be a tricky job. Here, you have to bear the initial investment cost and the recurring costs of outsourcing. So, there is a lot of homework which needs to be done in order to sort and calculate these costs. By hiving off BPO proceedings and by sorting the proper costs of outsourcing, the profit margins of your business will boost up in a jiffy. So, in order to expedite the productivity of your company, managing and sorting the costs is indeed very essential. Read along, for a quick scoop on the various methods that can be used for calculating the outsourcing costs of a call centre.
Keeping a proper agent hour
While outsourcing call centre services you need to a have a sound and proper concept about the agent hour. In an in-house call centre you will have to pay for the entire agent hour. However, in an outsourced model you are supposed pay only for the productive time of the agent.
Here, you are not paying for the waiting time spent by an outsourced agent nor are you paying for their coffee breaks or coaching hours. In most cases an outsourced call centre employee is expected to be productive for 85% of every hour. So, while paying you will only pay for that specific productive time slot. This will stop you from paying extra and will also save up your costs. According to estimates, paying for productive hours can save you about 15% of your calling hours.
Reduction in the FTE
The popular outsourced call centre companies have a proper expertise in forecasting, managing and selecting the best staff for an improved efficiency in service. Besides this, the outsourced companies will:
Offer a top mark BPO technology for easy and efficient distribution of calls.
Manage the various shift-able time slots for increased efficiency.
Avail proper pool options in order to ensure lower volume hours during the call operations.
Cross train the staff in order to deliver the best services in stringent time slots.
As an addendum, you will also be provided with a considerable reduction in the FTE with no relevant loss in the quality of services provided. So, while calculating the costs of outsourced BPO it is indeed very essential to ensure about 5% reduction in the FTE.
Having a proper insight of the All in
When the outsourced call centre charge an hour rate for each agent, then, they also include certain associated costs of the management. Various outsourced BPO bigwigs include the project management and the coaches cost in the rates of per minute.
Very often, the latest technology costs are also included while charging the amount for each agent. Many a times, the companies planning to outsource also invest in a new or an existing platform of technology. Now essentially this highlights the mitigation of risk. So, in an outsourced BPO the companies shoulder and take the risks of managing both human and also the various technology resources. So, while charging the costs of per employee hour, these companies will include several other relevant charges with the actual amount. In such cases it will be a viable decision to split the cost and make sure that you are paying for something which is indeed very productive. Following are some of the additional costs that are added with the agent hourly rate;
Quality assurance from the company.
Infrastructure of the outsourced company which includes the telephones, workstations and other facilities.
HR support that also includes the recruitment, payroll and benefits management charges.
So, if you want to enjoy high returns and continuity from your business and then choosing the best outsourcing solutions can be of much help. Simply check and analyze the costs of outsourcing in order to enjoy maximum profit margins with a considerably affordable investment cost.
Keeping a proper agent hour
While outsourcing call centre services you need to a have a sound and proper concept about the agent hour. In an in-house call centre you will have to pay for the entire agent hour. However, in an outsourced model you are supposed pay only for the productive time of the agent.
Here, you are not paying for the waiting time spent by an outsourced agent nor are you paying for their coffee breaks or coaching hours. In most cases an outsourced call centre employee is expected to be productive for 85% of every hour. So, while paying you will only pay for that specific productive time slot. This will stop you from paying extra and will also save up your costs. According to estimates, paying for productive hours can save you about 15% of your calling hours.
Reduction in the FTE
The popular outsourced call centre companies have a proper expertise in forecasting, managing and selecting the best staff for an improved efficiency in service. Besides this, the outsourced companies will:
Offer a top mark BPO technology for easy and efficient distribution of calls.
Manage the various shift-able time slots for increased efficiency.
Avail proper pool options in order to ensure lower volume hours during the call operations.
Cross train the staff in order to deliver the best services in stringent time slots.
As an addendum, you will also be provided with a considerable reduction in the FTE with no relevant loss in the quality of services provided. So, while calculating the costs of outsourced BPO it is indeed very essential to ensure about 5% reduction in the FTE.
Having a proper insight of the All in
When the outsourced call centre charge an hour rate for each agent, then, they also include certain associated costs of the management. Various outsourced BPO bigwigs include the project management and the coaches cost in the rates of per minute.
Very often, the latest technology costs are also included while charging the amount for each agent. Many a times, the companies planning to outsource also invest in a new or an existing platform of technology. Now essentially this highlights the mitigation of risk. So, in an outsourced BPO the companies shoulder and take the risks of managing both human and also the various technology resources. So, while charging the costs of per employee hour, these companies will include several other relevant charges with the actual amount. In such cases it will be a viable decision to split the cost and make sure that you are paying for something which is indeed very productive. Following are some of the additional costs that are added with the agent hourly rate;
Quality assurance from the company.
Infrastructure of the outsourced company which includes the telephones, workstations and other facilities.
HR support that also includes the recruitment, payroll and benefits management charges.
So, if you want to enjoy high returns and continuity from your business and then choosing the best outsourcing solutions can be of much help. Simply check and analyze the costs of outsourcing in order to enjoy maximum profit margins with a considerably affordable investment cost.