There are various models of call center that you can get from a top outsourcing destination such as the Philippines. Often, businesses are torn between shared team services and dedicated team services.
The good thing about outsourcing either one of the two is they are both scalable and can suit your requirements.
For better comprehension, we list the key differences between the two. Specifically in an inbound shared team service versus an inbound dedicated team service.
|Shared Team Services – Inbound
|Dedicated Team Services – Inbound
|This is sometimes called a project-based team or model. Sometimes a team expansion model.
They are inbound call center agents that also handle other tasks for companies. In an inbound setting, they could handle customer inquiries, concerns, issues for company A and B, together with yours.
This is good for your business if you have less number of customer calls daily or you only need due to seasonal spikes.
|Your outsourcing provider will designate a dedicated team of inbound call center agents to perform your company tasks, alone.
Here you can get a dedicated team that has particular specialization on your needs, in this case inbound.
Also a dedicated team that has plenty of experience in your specific industry or market niche.
This is best for business with a higher volume of calls daily that requires deeper knowledge of the business, product and processes.
We list the key differences between inbound shared team service and dedicated for a better comparison of these two inbound call center models.
|Shared Team Services
|Dedicated Team Services
|Your can pay your service package based on per minute or transactional billing such as per hour or fixed time time for each inbound agent
|Pricing could be based on hourly or monthly models.
There is no surge of expenses during the peak period as the cost is fixed for the whole team before the campaign.
|Customer calls can be spread out and agents can shuffle or change based on needs.
This is best suited for low volume and sudden spikes that need quick resources.
|Customer calls are vast and occupy the team at all times.
Perfect for long-term projects and steady work.
|Agents may lack in-depth knowledge or expertise about client services.
May only provide surface level answers and information as they have to know a lot of client information at the same time.
Often not involved in and does not apply your company goals and objectives.
|Agents are well-trained to provide in-depth knowledge about your business.
They become an extension of your company or internal call center team.
Quality of work improves overtime as they are focused on you as a client and your customers.
|Agents may have less focus on your customer’s requirements but more quick in problem resolution.
Limits on customization are possible as there are varying SLAs.
|Highly focused service for your customers.
Understands your company better due to culture immersion.
Adjustment is available when you need and necessary.
We have almost a decade in the outsourcing industry and we understand the varying needs of any business. Thus we tailor our services to make sure we can meet your needs and demands.
Inbound Call Center Philippines offers inbound shared team service that is perfect for startups and SMEs.
We are ISO 27001-certified and HIPAA-compliant because we prioritize data and information security of our clients, you.
Contact us today and let us help you launch your campaign, ASAP!