August 24, 2009 - Last week we identified the main advantages for outsourcing your call center. Starting this week, we’ll explore in detail exactly how and why these advantages for outsourcing your call center can save your business money while satisfying and keeping customers.

First up is the advantage of Time Zone Differences and Employee Coverage. While many larger corporations will have the capacity to establish their own customer service center (they would mostly benefit from outsourcing for financial reasons), many small companies simply to not have the time, space and money to have their own.

Customers contact a business when it’s convenient for them. Think of the last time you needed to go to a bank; did you leave work early? Did you cut your lunch break short? Now apply that same scenario to your customers. Why would they choose your company with limited call hours over a competitor with 24-hour service?

It takes five employees to cover a week’s worth of 24-hour customer service with only one employee on at a time, and that’s not accounting for any sick or vacation scenarios. Add in training and turnover, and it quickly becomes a headache for owners and managers. So, many businesses have specific hours to which their customers can call with problems, questions or orders.

Here’s the problem: While a company on the East Coast might be open from 9-6 Eastern Time, they are not being sympathetic to the needs of their potential customers on the West Coast. Unless that customer in California calls prior to work or on their lunch break, by the time they get home from work, the company has been closed down for a few hours. Now that potential customer is calling a competitor.

Outsourcing call centers to professionals eliminates these issues. Call Centers have professionally trained staff 24 hours a day, seven days a week and 365 days a year. No need to cover employee shifts and no more missed calls or sales. It’s the perfect solution and helps managers and company owners to focus on the business at hand!

Robert Nimylowycz has over eight years of experience in Online Marketing and SEO Website Analysis.  Robert also moonlights as an outsourcing consultant in the call center and market research industry and is currently exploring new online marketing techniques and how they apply to today’s ever-growing international business marketplace.  You can contact Robert at This e-mail address is being protected from spambots. You need JavaScript enabled to view it