Why 87% of SMEs Prefer Outsourced Contact Centre Services — And You Should Too

Did you know 87% of small businesses now choose outsourced contact centre services? This is because of three main reasons: focusing on important tasks, needing better customer service, and saving money by outsourcing.

As a global AI-powered, multilingual outsourced contact center service provider, Callnovo helps SMEs streamline customer support through its advanced platform HeroDash. HeroDash integrates seamlessly with all communication channels and offers real-time updates, allowing businesses to boost customer satisfaction while keeping operations cost-effective.

📞 Looking to elevate your customer service without breaking the bank? Request a quote from Callnovo today and start optimizing your contact center operations.

Why SMEs Pick Outsourced Contact Centre Services

Saving Money and Using Resources Wisely

Outsourcing call centers can cut business costs a lot. Small businesses often struggle with high costs for staff, offices, and training. By outsourcing, they can save up to 70% on worker expenses. For instance, hiring a developer in India costs 60% less than in the U.S. This makes outsourcing a smart way to save money.

Outsourcing also helps businesses use their time and money better. Instead of spending on answering calls, they can focus on growing their company. This smarter use of resources boosts productivity and improves results.

Benefit	What It Means
Lower Worker Costs	Outsourcing saves money, e.g., hiring in India is 60% cheaper than in the U.S.
Better Efficiency	Outsourcing lets businesses focus on important tasks and work smarter.
Tech Savings	Companies use advanced tools from providers without big spending.
Easy to Scale	Outsourcing adjusts to business needs without extra hiring costs.

Quick Access to Experts and Smart Tools

Outsourcing gives instant access to skilled workers and advanced tools. Companies like Callnovo use AI chatbots, data tools, and platforms like HeroDash. These tools make customer service better by giving fast, personal help and useful insights.

Outsourcing also connects businesses with trained experts in customer care, sales, and tech help. These pros know how to solve problems quickly and keep customers happy. Building this kind of team in-house would take a lot of time and money.

Case Example:
A fast-growing cross-border eCommerce brand partnered with Callnovo to scale customer support during their peak season. By integrating HeroDash with their CRM, they achieved:

• 93% First Contact Resolution (FCR)

• 40% cost savings

• Support coverage in 5 new markets within 30 days

Flexibility for Business Growth

Outsourcing makes it easy to grow or shrink support teams. As businesses grow, they need more customer help. Outsourced call centers can adjust to handle more or fewer calls without needing to hire or train new staff. This flexibility helps during busy times or sudden demand spikes.

For example, Callnovo offers 24/7 support across different time zones. This means customers get help anytime, anywhere. Outsourcing keeps service smooth while keeping costs low.

Better Customer Happiness and Loyalty

Outsourced call centers help make customers happier and stay longer. Working with skilled providers ensures every customer gets great care. This creates a better experience and builds trust over time.

Scores like CSAT and NPS show how outsourcing helps. High CSAT means customers are happy with the service. NPS shows how likely they are to recommend your business. These scores help keep customers and grow sales.

Metric	What It Shows
Customer Retention	Tracks how many customers return after solving problems.
Customer Satisfaction Score	Rates how happy customers are with service, often on a scale.
Net Promoter Score (NPS)	Measures if customers would tell others about your business.
First Contact Resolution	Shows how many issues are fixed on the first try, boosting happiness.
Customer Effort Score	Checks how easy it is for customers to solve problems, with lower scores being better.
Abandonment Rate	Tracks how many calls or messages are left unanswered, affecting satisfaction.

Outsourcing gives 24/7 help through many channels like chat and email. Companies like Callnovo use tools like HeroDash to make things easier. This platform connects with social media, email, and live chat for smooth service. With multilingual agents, you can help customers anytime, anywhere.

By outsourcing, you save money, work smarter, and keep customers happy. It’s a smart choice for small businesses wanting to grow and keep loyal customers.

How Call Center Outsourcing Works for SMEs

Picking the Best Outsourcing Partner

Choosing the right partner is key to success. First, figure out what tasks you need help with. These could be answering calls, tech support, or handling sales questions. Next, think about your industry needs. If your business has strict rules, make sure the partner knows them.

Your long-term goals should guide your choice. Pick a partner whose plans match yours. Check their experience and reviews to see if they’re reliable. A good provider, like Callnovo, offers many languages and tools like HeroDash to make work easier. Don’t forget your budget. Choose a partner that saves money but still does great work. Ask for advice from others in your field to find the best options.

Setting Clear Goals and Tracking Progress

Clear goals and tracking results help outsourcing work well. Decide what you want to improve, like keeping customers happy or answering calls faster. Use SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) to plan your success.

Work with your partner to set these goals. This teamwork makes sure everyone knows what to do. For example, aim to solve 90% of calls on the first try. Track scores like CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) to see how things are going. Clear goals and tracking not only improve service but also help your team and the partner work better together.

Best Tips for Outsourcing Call Centers	Benefits
Set clear goals and expectations	Better service quality
Use measurable goals and KPIs	Easier teamwork
Plan together with your partner	Track success easily

Using HeroDash for Smooth Operations

HeroDash, Callnovo’s smart platform, makes outsourcing simple. It connects with email, social media, live chat, and phones. You can see updates in real-time to track customer service and improve experiences.

HeroDash helps you organize and manage support better. Its AI tools make replies faster and more personal. For example, it can study customer data to guess needs and offer solutions. This smart system makes customers happier and boosts sales. Using tools like HeroDash turns outsourcing into a big advantage for your business.

Keeping Things Clear and in Control

When you outsource your call center, staying clear and in control is key. Make sure the outsourced services match your goals and give good results. Here’s how to do it:

1. Set Up Open Communication
   Talking openly helps keep things clear. Have regular meetings with your outsourcing partner to check progress and fix issues. Tools like HeroDash show live updates on customer service, helping you stay informed.

2. Explain Jobs Clearly
   Make sure everyone knows their tasks. Whether it’s answering calls, selling, or tech help, clear roles stop confusion and keep work smooth.

3. Check Important Numbers (KPIs)
   Use numbers to see how well the call center works. Look at things like solving problems on the first try, keeping customers, and call times. Checking these often keeps service good and teams responsible.

4. Use Smart Tools to Watch Work
   Platforms like HeroDash let you watch without doing too much. With AI tools and CRM links, you can track calls, see patterns, and make sure the service meets your needs.

5. Work Together as a Team
   Treat your outsourcing partner like part of your team. Share your company’s values and goals. This teamwork builds trust and ensures great service.

By following these tips, you can stay in control of your outsourced call center while saving money and growing easily. Callnovo’s outsourcing skills help small businesses like yours stay clear and efficient without losing quality.

Pro Tip: Use HeroDash to see live updates on your outsourced work. This keeps you informed and in charge all the time.

Addressing Challenges in Outsourced Contact Center Services

Handling Resistance to Change

Switching to outsourcing can cause worries among employees. They might feel unsure about their jobs or fear changes at work. To handle this, you need a clear plan with good communication.

1. Create a special transition team early on. This team helps guide workers and makes the change easier.

2. Explain the reasons for outsourcing clearly. Show how it helps the company and builds trust.

3. Celebrate small wins to show quick success. This keeps employees motivated and less stressed.

Employees may go through feelings like shock and worry before accepting the change. A proactive plan helps them adjust well. Managing this shift carefully creates a positive space where outsourcing feels like a chance to grow.

Pro Tip: Celebrate small wins to keep your team motivated and positive.

Keeping Quality and Consistency

Good customer service is key when outsourcing. You must ensure the outsourced team meets your company’s standards.

• Set clear rules for communication to keep things running smoothly with the outsourcing partner.

• Check quality often by doing regular audits to find and fix problems.

• Teach your values to the outsourced team so they match your brand.

New tools like AI make it easier to track how well the team is doing. Platforms like HeroDash give live updates, helping you keep service top-notch.

Note: Focus on customer happiness by setting goals and tracking scores like CSAT and NPS.

Protecting Data and Privacy

Outsourcing means sharing customer data, so safety is very important. You need strong steps to keep data safe and build trust.

Source	Key Points
Data Rules in Outsourced Work	Follow security rules and check partners often.
Privacy Risks in Outsourced Support	Watch for data leaks and protect private information.
Security in Call Centers	Strong safety steps keep trust and business steady.

Work with partners who follow strict safety rules. Regular checks help stop problems and keep data private. By focusing on security, you protect customers and build a strong reputation.

Reminder: Pick providers like Callnovo that focus on keeping data safe and private.

Building Trust with Outsourced Teams

Trust is important when working with outsourced teams. It helps with teamwork and better customer service. The team should share your company’s values and goals. Trust improves communication, builds strong bonds, and boosts results.

Start by keeping communication open. Have regular meetings with managers and agents to talk about issues. Leaders, like the CEO, can join quarterly check-ins to show they care. These steps create honesty and make everyone feel valued.

Make sure tasks are clear. Explain what the outsourced team needs to do, like answering calls or giving tech help. Use tools like HeroDash to track their work and give feedback. This keeps the team focused on your goals.

Help the team grow to build trust. Offer training and workshops to improve skills and teamwork. Use surveys to find areas to improve and track progress. Showing you care about their success motivates them to do their best.

Fair pay also builds trust. Give bonuses for great work and set up systems for reporting problems. This shows you value fairness and honesty.

By doing these things, you can work well with your outsourced team. Trust leads to happier customers, better loyalty, and smoother outsourcing. Companies like Callnovo are great at building trust with clear processes and smart tools like HeroDash.

Pro Tip: Use surveys to check how happy the team is and find ways to improve.

Actionable Steps for SMEs Considering Outsourced Sales Support

Understanding Your Business Needs

Before outsourcing sales support, figure out what your business needs. Start by listing the sales tasks you need help with. These could be answering customer questions, making calls, or fixing tech issues. Then, set your sales goals and decide how many people you’ll need. For example, if your team struggles to turn leads into sales, outsourcing can bring in experts to help.

Next, plan your budget. Decide how much you can spend on outsourcing without overspending. Remember, outsourcing often costs less than hiring your own staff. Finally, make your expectations clear. Explain how fast responses should be, what records to keep, and the skills needed. This helps the outsourcing team match your goals.

Pro Tip: Use numbers like revenue growth and customer costs to check your sales performance and find areas to improve.

Finding and Comparing Providers

Picking the right outsourcing partner takes research. Start by finding companies with experience in your field. Look for those that specialize in call center services and have good reviews. Ask other small businesses for recommendations to find reliable options.

When comparing providers, focus on important things like their experience, expected results, and how they handle data. For example, a trusted company like Callnovo trains its agents to represent your brand well. Also, think about the cost and long-term benefits. Outsourcing saves time and money by giving you skilled workers without hiring challenges.

Aspect	What to Look For
Industry Experience	Check if the provider knows your industry well.
Realistic Results	Good partners share clear, achievable goals for your business.
Training and Coaching	See how they train their agents to represent your brand.
Data Management	Choose providers that use good data to find and reach customers.

Reminder: Outsourcing sales can cut hiring time by 25%, making it a smart choice for small businesses.

Testing with a Pilot Program

A pilot program is a great way to try outsourcing before fully committing. Start by choosing a provider with a history of successful pilot projects. Set clear goals for the pilot, like getting more leads or promoting a new product. Decide how long the pilot will last so you can make changes if needed.

During the pilot, watch how the provider performs. Use tools like HeroDash to track calls and measure results like lead conversions and customer loyalty. This helps you spot problems and see if the provider meets your needs.

Step	What to Do
1	Pick a Provider: Choose one with experience and success in pilot programs.
2	Set a Timeframe: Decide how long the pilot will run.
3	Define Goals: Plan what you want to achieve, like promoting a product.
4	Choose Methods: Decide how the provider will reach out to customers.

Starting small lets you test the outsourcing service without big risks. If the pilot works well, you can expand the partnership to grow your sales.

Pro Tip: Research shows top sales teams have one support staff for every two salespeople, leading to 200% better results. Use this idea to plan your pilot program.

Watching and Improving Performance

Keeping track of performance is key to outsourcing success. Watching important numbers helps find weak spots and get the most from your investment. Tracking performance improves customer service and ensures the outsourced team meets your goals.

Focus on clear numbers that show how well things are working. These numbers give useful details about your outsourced sales support:

Metric	What It Shows
Cost Savings	Checks if outsourcing saves money on direct and hidden costs.
Quality and Performance	Tracks things like speed, mistakes, and customer happiness to see how well the team is doing.
Flexibility and Scalability	Looks at how easily the team handles more or less work when needed.
Time-to-Market	Measures how outsourcing affects how fast products or services are ready.
Return on Investment (ROI)	Compares costs to the value gained, showing if outsourcing is worth it.

To make things better, review these numbers often. Use tools like HeroDash to see live updates and spot patterns. For example, if many customers hang up before getting help, you can add more staff or improve training. Checking numbers like customer loyalty and solving problems on the first try keeps service top-notch.

Working closely with your outsourcing partner is also important. Have regular meetings to go over reports and fix issues. Share your goals and give feedback to keep their work in line with your needs. This teamwork builds trust and makes the partnership stronger.

Lastly, use smart tools to work faster and better. Platforms like HeroDash connect with different channels to track customer service and speed up replies. By using data and always improving, your outsourced sales support can deliver great results.

Pro Tip: Track numbers like ROI and customer happiness with HeroDash in real time. This helps you make smart choices and stay ahead.

Conclusion

Outsourcing contact center services gives small businesses big benefits. It helps save money, improve service, and grow easily. With skilled agents and smart tools, your business can handle calls and messages on different platforms while keeping customers happy.

Outsourcing your contact center isn’t just a cost-saving move — it’s a strategic step toward scalable growth, 24/7 customer support, and stronger global presence.

Whether you’re a startup or scaling SME, Callnovo’s multilingual agents and HeroDash platform offer a plug-and-play solution to meet your needs.

🚀 Take the next step now. Request your free quote from Callnovo and discover the smarter way to support your customers.