8 Factors Why Shared Team Services Works For SMEs

We list 8 factors to ponder with why you should choose shared team services

SMEs who are new to outsourcing are often torn between dedicated and shared team services when they want to outsource inbound call center. 

But there is actually no definite answer as to which is better as it still depends on the scale of your operations and requirements.

That is why in this article, we focus on the benefits of inbound shared team service for SMEs to help you decide.

What is Inbound Shared Team Service

In a nutshell, an inbound call center receives your incoming calls be it from your customers and other stakeholders. 

These are the common services it usually covers:

• Message taking
• Live answering
• Call forwarding
• Order management
• Customer support
• Complaint management
• Outsourced tech support

Shared team services are often called project-based team or team expansion models. As it is highly dependent on your needs. You can scale it up or down, depending on the complexity and size of your operation.

Advantages of Inbound Shared Team Service

Inbound Shared Team Service is a viable solution if your business has the following requirements:

• Lesser volume of workload
• Only needs simple operations like message-taking, order processing or tech support
• Dependent upon seasonal shifts
• Low budget to outsource inbound call center

Moreover, here are the pros of having an Inbound Shared Team Services:

1. Pricing

Shared resources are much less expensive than dedicated teams and can save SMEs money. You only need to pay for the time spent dealing with your customers.

Pricing models include per minute, per hour, fixed time rate, and transaction billing.

2. Volume

Resources are frequently shuffled or changed and are best suited for low-volume campaigns or when there is a sudden spike in inbound calls.

This is ideal if your company requires immediate resources without the hassle of hiring, training, QA, and KPI monitoring. As this is frequently flexible and does not require too much guidance from your end.

3. Quality

This is determined by the quality assurance system in place at your outsourcing provider. That is why you must make a clear distinction between the requirements that they must meet.

This takes the form of scripts and other guidelines, which your outsourced team must be aware of.

4. Availability

Shared teams are usually flexible and are well-trained to handle multiple clients at the same time. 

You can customize shared influences based on your needs and what is best for your business.

5. Skills and Expertise

A reliable outsourcing provider can give you staff that is perfect for your needs. This means they are familiar with the services you need and are able to deliver quality service. 

Of course, they still follow your set KPIs for each. Also they often have multiple skill sets needed to handle multiple accounts at the same time.

6. Control

Superficial knowledge about your business is prevalent in this type of team. However, this should not hinder you if you have strong scripts or guidelines for them to follow. Also, escalations are sent to you if it needs your intervention. 

Often, a reliable offshore provider assigns QA manager or team leaders to ensure the operations satisfy your needs based on the set SLA.

7. Metrics

It is flexible when it comes to inbound shared team service. As it is highly reliant on your changing needs, thus flexible. These are the typical inbound call center KPI:

• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Net Promoter Score (NPS)
• Next Best Action (NBA)
• Abandon Rate (AR)

8. Security

When it comes to this strategy, the minimum requirements when it comes to safety is to partner with an ISO 27001-certified, GDPR, and HIPAA-compliant provider. This way, you are assured that even though their agents access multiple clients, they have protocols in place to ensure there is no data breach.

Inbound Call Center Philippines For Your Shared Team Services

With almost 10 years in the industry, we continuously provide inbound shared team service for SMEs, across various industry verticals.

Our pledge is to provide excellent performance for our clients, no matter what requirements you have. 

Inbound Call Center Philippines is an ISO 27001-certified, GDPR and HIPAA-compliant outsourcing partner.

Contact us today and let us create a top quality inbound call center for your business!