Outsourced Contact Centres: A Guide
Nov 27, 2023
Organisations face difficulty juggling evolving technology, recruitment and exceptional customer experiences while handling other core operations. This article will outline what an outsourced contact centre is and the benefits of using one.
What is an outsourced contact centre?
An outsourced contact centre is an external team who manage customer communications for your organisation. They provide services such as Inbound Call Handling and Virtual Receptionists, as well as outbound services such as telemarketing, lead generation and market research. Organisations can also manage outbound services, such as telemarketing, lead generation and market research.
There are a variety of outsourced contact centres:
- Onshore – an organisation based in your home country so employees can relate to your customers. This is the best approach for privacy and security.
- Nearshore – an organisation based in neighbouring countries to your home country. This option can be a more affordable option.
- Offshore – an organisation based in low-cost countries around the world.
Why should you use an outsourced contact centre?
- When your organisation doesn’t have a full view of the full customer journey
- When your organisation’s technology is damaging your customer experience
- When you’re struggling to recruit, train and retain staff
- When your customer experience statistics are lower than you’d like
- When your organisation wants to lower overheads
Benefits of using an outsourced contact centre
- Saves money. Using an outsourced contact centre cuts costs by eliminating the need to hire and train staff, purchase additional equipment, or allocate extra workspace.
- No need to worry about recruiting and retaining staff. It can be hard for organisations to recruit and retain contact centre staff. Outsourced contact centres know which skills are needed for Call Handlers and can easily find qualified staff.
- Scalability. An outsourced contact centre will monitor and adjust staffing levels to ensure they meet the needs of a business.
- Increased efficiency. Efficient processes are used to ensure quicker responses, fewer errors and higher customer satisfaction.
- Focus on operations. Rest assured knowing your customer communications are in hand and focus on your core operations.
It can be difficult to know which outsourced contact centre is most suitable for your organisation. Some outsourced contact centres focus on one industry, whereas others hire staff from a variety of backgrounds and allocate based on client’s requirements.
CallEEAST offer a variety of contact centre services dependent on your requirements. We differ from other providers because we reinvest all our profits into the East of England Ambulance Service, supporting NHS innovations and improving patient experiences. Choosing CallEEAST ensures both high-quality services and social value for your organisation.
Want to know more why an outsourced contact centre would be suitable for your business? Contact our team today on 0300 790 6274.
Many organisations manage their inbound and outbound calls in-house, but sometimes this can be expensive and requires more resources.
CallEEAST have supported Birmingham Community Healthcare NHS Foundation Trust for many years, providing 24/7 support to patients. Through supporting a large number of District Nursing teams across Birmingham, 24 hours a day, this alleviates Nurses from on-call duties to ensure focus remains on delivering exceptional care. The service CallEEAST provide to Birmingham Community Healthcare NHS Foundation Trust includes triaging of patients, booking appointments, taking and dispatching messages, signposting patients and supporting them in navigating the NHS system. The CallEEAST team are experienced in answering District Nursing calls and have processes in place to ensure calls are answered promptly and efficiently. Around 15,000 calls are taken per month for the teams by CallEEAST. All calls are recorded, and the service is tailored to meet the needs of the team. Birmingham Community Healthcare NHS Foundation Trust receive full support with regular stakeholder meetings in place, to discuss both additional supportive measures and innovations. CallEEAST offer a flexible approach and can adapt the service as and when required to build a service that is fit for purpose. Comprehensive reports are shared with the team to maintain communication between CallEEAST and Birmingham Community Healthcare NHS Foundation Trust, ensuring the services continually meet objectives. Birmingham Community Healthcare NHS Foundation Trust said, “Birmingham Community Healthcare NHS Foundation Trust have worked with CallEEAST for a number of years. They work closely in partnership with us to ensure a positive patient experience for those accessing care and treatment via the Community Nursing Team. They are supportive and play a key part in service transformation and improvement across our service and are quick to resolve issues and provide solutions as required.” If you would like to find out more about our bespoke contact centre services and how they could support your District Nursing team, please visit https://www.calleeast.co.uk/contact-us , call us on 0300 790 6274 or email CallEEASTenquiries@eastamb.nhs.uk .
On Tuesday 28 th November 2023, the National Performance Advisory Group (NPAG) hosted the National District Nurses Conference at the Northampton Town Centre Hotel. This is an annual conference organised and delivered by NPAG which invites District Nurses from across the UK to come together to network, learn best practices and meet relevant suppliers. NPAG are one of the other Commercial Services at the East of England Ambulance Service alongside CallEEAST. The NPAG team meticulously planned each aspect of the event to ensure the day ran smoothly and offered a variety of presentations and exhibitors. There were 84 delegates, 12 exhibitors, and 8 speakers presenting on an array of topics. Topics included: The History of the QNI Creating Capacity to Care Innovation in NHS Community Nursing Historical Review of Public Health within Liverpool Getting around the District: An Illustrated History District Nurses – celebrating the present, exploring future focused QNI Update Digital Prescribing for Community Teams CallEEAST were thrilled to attend the conference through sponsoring and exhibiting. This was a great opportunity for two of our Commercial Services to come together and show a wider audience the services we offer at the East of England Ambulance Service. CallEEAST were delighted to meet many District Nurses who weren’t aware of their services, and it was a great opportunity to present how CallEEAST’s services could support District Nurses across the UK. CallEEAST already work with Birmingham Community Healthcare, covering calls for 54 District Nurses. Damon Pritchard, CallEEAST Contact Centre Manager, said, “Thank you. It was one of the most constructive events we’ve been to since we started! It was expertly organised as well – well done – I was really impressed.” Overall, this was an excellent event! The NPAG team delivered every aspect of the conference perfectly, ensuring everybody was comfortable throughout the day. CallEEAST also found the conference to be extremely beneficial and have come away with new contacts who are interested in their services. To find out more about our services, visit https://www.calleeast.co.uk/services-we-offer .
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