Big Isn't Always Better: Benefits of Mid-Sized Call Centers

When we say call center, we usually envision offices with thousands of agents lined up taking calls, with this same setup covering huge areas of several floors. This is often true of large call center companies.

A call center company specializes in providing outsourcing services like customer service, sales, and technical support. However, not all large call center companies provide quality service, and not all quality service comes only from large companies. There are smaller call center companies that are just as efficient.

Aside from the price difference, which in itself is already a convincing reason, here are other reasons to entrust your service functions to a mid-sized call center as opposed to the existing “giants” of the industry:

1. The mid-sized center can personalize their method or program to suit your needs.
   

This kind of center can give your business more focus and attention compared to larger centers. As their valued partner, they can also customize their program to meet your needs and preferences. Their goal is to build a long-term relationship with you.

2. Their employees are more familiar with each other.
   

In a smaller company, most everyone knows everyone else. There is better teamwork all around when people are acquainted with each other. On one side of the coin, some critics say attrition may be higher in mid-sized call centers than bigger ones as the compensation here is lower. On the other hand, some employees prefer to stay in mid-sized call centers where there is less competition for career advancement opportunities.

3. Lesser people, shorter processes.
   

When clarification is needed or updates need to be shared, the information does not need to go through multiple channels. This saves you time and effort, and means a quicker turnaround for your customer’s concerns.

4. Their management or leaders are more involved.
   

The officers of a mid-sized call center are more visible to the employees. They are also easier to approach and are more engaged with their staff. In a larger center, the leaders may be too caught up in too many things and won’t have time to build a connection with the agents or with their clients.
As you can see, growing call centers are a perfect fit for growing SMEs because they can achieve their goals and success together. With a mid-sized call center company, you can still attain high quality but at a more reasonable cost.

If you’re looking for a fast-rising call center company in the Philippines, contact Taking You Forward today and see how we can help your company succeed and grow through innovative solutions for your business needs.