Why Outsource?

Why Outsource?

Outsourcing is no longer just about cutting costs and saving money

Top Reasons to Outsource to Wasla

Limit Technology Investment
Provide 24/7/365 Customer Support
Focus on Core Competencies
Benefit From Proven Processes
Increased Customer Satisfaction

Fortune enterprises need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service providers. The alternative is to handle multiple customer communication channels–calls, emails, web chats, and text messages–in-house. But establishing a multichannel contact center is an expensive proposition. It requires a major investment in facilities, equipment and technology–not to mention the cost, time and energy needed for staff training and ongoing operations.

After conducting a cost-benefit analysis, organizations typically find costs can be managed better, and customer satisfaction improved by outsourcing call centers. There are many benefits that can be realized through an effective outsourcing engagement.

cost reduction

Why make massive investments in technology to manage your internal call center operation when Wasla Outsourcing has already made the investment?  Outsourcing with Wasla is a great way to use technology more efficiently and stay on the cutting edge!. Operating expenses of an internal call center can stack up quickly, but outsourcing that function with Wasla reduces operating costs by eliminating hard to manage functions.

Flexibility & Scalability

Call volumes rise and fall, so an in-house contact center is at the mercy of periods of low volumes, when agents are idle. Wasla Outsourcing helps reduce the severity of call volume peaks and valleys. Agents can work more efficiently, and managers can schedule staff more effectively, helping reduce costs-per-call. Also, Wasla Outsourcing has the size and staff to ramp up quickly if call volumes spike due to seasonal activity or major marketing campaigns.

Specialized Industry Knowledge

Professional contact center like Wasla really is the “Contact Center Expert”. Why reinvent the wheel, when Wasla brings proven processes and experienced management to work for you almost instantly. Wasla Outsourcing has a specialized understanding of call center services for certain industries. The executives and managers of Wasla Outsourcing have valuable insights and proven strategies that can only come from years and years of experience.

Quality Monitoring & Control

Outsourcing service level agreements (SLAs) require all customers’ calls and messages through other channels (such as email and web chat) to be handled professionally. Answer time and first-time call resolution are the highest priorities and some of the measures of call center quality. Wasla Outsourcing has monitoring tools and performance assessment and improvement plans in place to ensure SLAs are met. In-house call centers may not have the resources or expertise available for structured, continuous quality monitoring and performance improvement plans.

Service 24/7, Seven-Days-a-Week

All customers would love to pick up a phone, send an email or jump into a web chat session and reach a live customer service representative at any time of the day, any day of the week. But that kind of around-the-clock availability isn’t a realistic in-house option for most organizations. But outsourcers, with Wasla Outsourcing on both sides of the globe, can deliver service that “follows the sun”–and at a much lower cost compared to in-house. Therefore, hiring Wasla as your contact center partner will allow you to quickly and easily offer 24/7 coverage and keep your customer happy!

“Big Data” Collection & Analysis

Wasla Outsourcing understands the importance of capturing and analyzing call information to gain insights that will improve their clients’ processes. Wasla Outsourcing has experience with multiple clients and the data generated by many marketing and advertising campaigns. Technologies that Wasla Outsourcing invest in–the costs of which are spread across multiple clients–include analysis platforms that help unlock useful insights from large amounts of raw data.

BENIFITS

Outsourcing is no longer just about cutting costs and saving money.  It is about increasing efficiency of internal employees, getting to the market faster than your competitors, maximizing workforce flexibility, and gaining access to highly qualified employees.

Customer Satisfaction

COST REDUCTION

QUALITY

PRODUCTIVITY

Join our long-term partners

Who have increased profits and reduced operating expenses working with us.