Contact Centre Outsourcing in Nigeria: A Complete Guide

Building a successful enterprise is a journey marked by pivotal moments, each signifying growth and achievement. The rush of excitement from that very first sale, the gratifying thrill of hitting and surpassing sales targets, and securing significant clients — these milestones are undeniably memorable.

However, as your business continues to expand and customer support requests surge, it becomes imperative to consider scaling up your operational readiness to meet the growing demands. This is where contact centre outsourcing comes into play.

In today’s business landscape, call centres have transformed into comprehensive contact centres, embracing diverse channels such as phone support, live chat, and social media.

By partnering with a carefully chosen outsourced contact centre, you can unlock a plethora of advantages. These include the ability to deliver exceptional customer experiences, effectively scale operations to meet seasonal demand, embrace an omnichannel approach, and harness advanced technologies like artificial intelligence (AI) to streamline processes.

In this comprehensive guide, we will delve into the intricacies of contact centre outsourcing, explore the myriad benefits it offers, and provide you with valuable insights and tips to ensure a successful contact centre outsourcing experience.

What is contact centre outsourcing?

Contact centre outsourcing is a strategic business approach where companies collaborate with third-party organisations to manage and staff their customer experience and customer service operations. 

By entrusting certain aspects or your entire customer support strategy to these specialised partners, you can tap into their extensive expertise, latest technologies, and highly skilled customer service agents.

Typically, in separate geographical locations, outsourced contact centres leverage their industry experience, knowledge of business process outsourcing (BPO), and advanced contact centre technologies to implement customer service strategies that drive exceptional outcomes. 

The primary goal is to improve customer satisfaction, foster loyalty, and generate cost savings for your business.

Think about it this way: Imagine you’re running a growing e-commerce startup, and during the holiday season, you experience a sudden surge in customer inquiries. Instead of scrambling to scale up internal resources and risking overwhelmed support teams, you can outsource that aspect of your support team. 

This allows you to seamlessly handle the influx of customer queries across various channels, including phone calls, live chat, and social media. The result? Delighted customers receiving prompt, knowledgeable assistance, leading to increased sales, positive word-of-mouth, and repeat business.

Through this collaborative approach, contact centre outsourcing empowers you to streamline your customer support operations, capitalise on the specialised knowledge of outsourcing providers, drive remarkable customer experiences and allow you to focus on your core activities.

How is call centre different from contact centre? 

While the terms “call centre” and “contact centre” are often used interchangeably, they do have distinct differences in their scope and capabilities. Understanding these differences is essential for businesses seeking to optimise their customer support operations. Here are the key points:

Call centre:

• Primarily focused on handling inbound and outbound phone calls.
• Provides customer support, issue resolution, and inquiries through telephone communication.

Contact Centre:

• Encompasses a broader range of communication channels, including phone support, email, live chat, social media, and self-service options.
• Takes a comprehensive approach to customer interactions, aiming for a seamless and integrated experience.
• Adapts to the growing preference for digital communication channels.

Technology integration:

• Contact centres leverage advanced tools like CRM systems, IVR systems, chatbots, and analytics.
• Enhances efficiency, enables intelligent routing, automated responses, and data-driven insights for personalized customer interactions.

Omnichannel approach:

• Contact centres engage with customers through their preferred channels, allowing seamless transitions between phone calls, chat, social media, and more.
• Enables a holistic and consistent customer experience without losing context or facing repetition.

5 steps to contact centre outsourcing

Outsourcing your contact centre operations can be a strategic move to enhance customer support and drive business growth. To ensure a successful outsourcing journey, follow these five steps:

Step 1: Research

Conduct thorough research to find the right outsourcing partner. Consider the following questions:

• Who are your competitors working with? Learn from their choices and assess potential providers in the market.
• Does the location of the contact centre matter to you? Determine if proximity or specific regional expertise is essential for your business.
• What is your budget? Define your financial constraints and seek providers that offer cost-effective solutions.
• Do you want a contact centre experienced in your industry or specific verticals? Assess if industry knowledge is crucial for delivering exceptional customer experiences.
• What company size are you looking for? Determine if you prefer working with a smaller or larger outsourcing provider based on your specific needs.

Step 2: Contact/Qualify

Once you have identified potential outsourcing partners, engage in conversations and qualify their suitability. Ask the following important questions:

• How long have they been in business? Experience can indicate reliability and industry expertise.
• Do they have experience servicing your industry? Ensure they understand your business dynamics and customer needs.
• Can they scale their operations to handle your expected growth? Confirm their capacity to accommodate increased demand.
• Do they meet your security requirements? Assess their data security protocols to protect sensitive customer information.
• Do their locations align with your needs? Consider proximity, language proficiency, and cultural understanding.

Step 3: The Process

During this step, the outsourcing provider will probably have some questions to understand your requirements. Be prepared to answer:

• When are you looking to make a change? Communicate your timeline and any urgent needs.
• What is your training timeline? Provide details on training requirements and timelines for a seamless transition.
• What is the expected volume? Share expected call volumes and customer interactions to help the provider plan resource allocation.
• What channels do you need help with (calls, chat, email)? Specify the communication channels you want the outsourced contact centre to support.
• Is there any historical data that you can use for reference? Provide access to previous customer interactions or relevant data for context.

Step 4: Business Engagement

During this step, your potential outsourcing partner will provide details about their offerings. Expect discussions on:

• Pricing and proposals: Review the cost structure and pricing models to ensure they align with your budget.
• Available services for your needs: Assess if the outsourcing provider offers the specific services you require, such as customer support, sales, omnichannel support, or technical support.
• Support channels available: Determine the communication channels the contact centre can handle, such as SMS, voice, email, chat, or social media.
• Systems and integration: Discuss compatibility with your existing systems and integration requirements for a smooth transition.
• Sample contract and work order: Review the proposed contract terms, work order, and service-level agreements.

Step 5: Implementation

During the final step, the implementation phase takes place. Key elements of this step include:

• Finalised contract: Ensure all contractual terms and agreements are reviewed, revised if necessary, and completed.
• Systems due diligence meeting: Conduct a meeting to assess compatibility and integration between your system and those of the outsourced contact centre.
• Comprehensive implementation plan: Collaborate with the outsourcing provider to create a detailed plan outlining timelines, milestones, and responsibilities.
• Training development: Work together to develop training programmes to ensure agents are equipped with the knowledge and skills to represent your brand effectively.
• Successful production launch: Execute the implementation plan, monitor the initial stages of operation, and address any challenges that may arise.

What services can you outsource to contact centres/BPO providers?

When it comes to optimising your customer support operations, partnering with contact centres or BPO providers opens up a vast array of services beyond traditional call handling. These specialised providers offer a comprehensive suite of services tailored to meet your specific business needs. 

Here’s a glimpse into the key services you can confidently outsource:

1. Inbound customer support

Contact centres can handle incoming customer inquiries, provide assistance, troubleshoot, and resolve issues promptly and professionally. Whether it’s handling product inquiries, order management, or technical support, outsourcing inbound customer support ensures a dedicated team is available to address customer concerns effectively.

2. Outbound customer support

Outbound services involve proactive customer outreach, such as conducting customer satisfaction surveys, follow-up calls, and sales support. BPO providers can manage these outbound activities, ensuring your customer communication remains consistent and productive.

3. Multilingual support

If your business serves a global customer base or operates in diverse markets, multilingual support becomes crucial. Contact centres can offer language-specific support, ensuring effective communication with customers in their preferred language.

4. Live chat and messaging support

Besides phone support, contact centres excel in providing real-time assistance through live chat and messaging platforms. These channels offer convenient and quick response times, allowing customers to engage with your business seamlessly.

5. Social media management

Outsourcing social media management to contact centres can help you maintain an active presence on platforms like Facebook, Twitter, Instagram, and LinkedIn. These providers can monitor brand mentions, engage with customers, handle inquiries, and manage social media campaigns effectively.

6. Back-office support

BPO providers can assist with various back-office functions, including data entry, order processing, billing support, and general administrative tasks. Outsourcing these tasks enables your business to focus on core activities while ensuring efficient and accurate back-office operations.

7. Technical support

If your products or services require technical expertise, contact centres can provide dedicated technical support teams. These professionals possess the knowledge and skills to troubleshoot technical issues, provide software assistance, and guide customers through product installations.

8. Sales and lead generation

Contact centres can also support your sales efforts by handling outbound sales calls, lead qualification, appointment setting, and customer acquisition activities. Outsourcing sales-related tasks to experienced professionals can help drive revenue growth and expand your customer base.

What are the benefits of outsourcing contact centres?

Outsourcing your contact centre operations to specialised providers offers a multitude of benefits that can significantly enhance your customer support capabilities. Here are the key advantages you can expect:

More cost-effective than hiring in-house

• Outsourcing contact centre operations eliminates the need for extensive investments in infrastructure, technology, and hiring and training customer support agents.
• You can leverage the cost savings associated with outsourcing and allocate your resources more efficiently to other areas of your business.

Opportunity to provide 24/7 customer support

• Contact centres operate round-the-clock, enabling you to offer 24/7 customer support. This ensures that your customers receive assistance and resolution at any time, enhancing their satisfaction and loyalty.

Provides access to the best technology and processes

• Outsourced contact centres employ state-of-the-art technologies and advanced processes to streamline customer interactions.
• You can benefit from their expertise, ensuring access to the latest tools, software, and industry best practices without the need for substantial upfront investments.

Offers flexible and scalable teams

• Contact centres provide the flexibility to scale your customer support teams based on seasonal demand, fluctuations in call volumes, or business growth.
• You can easily adjust the team size to meet your growing needs, ensuring optimal resource utilization and cost-efficiency.

Multichannel inbound & outbound support

• Outsourced contact centres excel at providing multichannel support, encompassing phone calls, live chat, email, social media, and more.
• This allows you to meet your customers’ preferences and engage with them through their preferred communication channels, offering a seamless and convenient experience.

Improved brand consistency and messaging

• Contact centres follow established guidelines and procedures to ensure consistent brand messaging across all customer interactions.
• This consistency strengthens your brand identity, fosters trust, and enhances your overall customer experience.

Improved customer retention, loyalty, and satisfaction

• Outsourced contact centres focus on delivering exceptional customer experiences, resolving issues promptly, and providing personalized support.
• By outsourcing, you can improve customer retention, foster loyalty, and boost satisfaction levels, resulting in increased customer lifetime value and positive word-of-mouth.

What are the best practices for managing an outsourced contact center?

Effectively managing an outsourced contact centre is crucial to ensure seamless operations, maintain quality customer service, and maximize the benefits of the partnership. Here are some best practices to consider:

1. Clearly define goals and expectations

Clearly communicate your business goals, such as reducing average call handling time or improving customer satisfaction ratings. For example, if your goal is to achieve a 20% increase in first call resolution rates, ensure the outsourcing provider understands this objective from the beginning.

2. Foster transparent communication

Schedule regular meetings or conference calls with the outsourcing provider to discuss progress, challenges, and any necessary adjustments. For instance, if you notice a decrease in customer satisfaction scores, promptly address the issue with the contact centre and collaborate on solutions.

3. Establish service level agreements (SLAs)

Develop SLAs that outline the expected response times, average speed of answer, and customer satisfaction targets. For example, you can set an SLA that requires 80% of calls to be answered within 30 seconds, ensuring an efficient customer experience.

4. Implement robust quality assurance processes

Regularly review call recordings and chat transcripts to ensure agents adhere to your brand’s scripting guidelines and provide accurate information. For instance, you can conduct monthly quality assessments to monitor agents’ adherence to the desired call flow and customer service standards.

5. Promote knowledge sharing and training

Facilitate knowledge sharing between your in-house teams and the outsourced contact centre. Provide comprehensive training materials, documentation, and access to internal resources to ensure agents have a deep understanding of your products, services, and brand values. Regular training sessions and updates are crucial to keep the outsourced agents up to date.

6. Establish data security and compliance protocols

Protect sensitive customer data by establishing stringent data security and compliance protocols. Ensure the outsourcing provider follows industry best practices and adheres to relevant data protection regulations, such as GDPR. Implement secure data transfer mechanisms and confidentiality agreements to safeguard customer information.

7. Conduct regular performance reviews and audits

Regularly review the performance of the outsourced contact centre against the established SLAs and KPIs. Conduct audits to assess their compliance with quality standards and identify areas for improvement. Collaborate with the outsourcing provider to address any gaps or implement necessary enhancements.

8. Foster a collaborative partnership

Treat the outsourced contact centre as a strategic partner rather than merely a service provider. Encourage a collaborative working relationship, where ideas, feedback, and suggestions are shared openly. This partnership mindset fosters mutual trust and enables continuous improvement.

9. Monitor customer feedback and satisfaction

Monitor customer feedback and satisfaction levels to gauge the effectiveness of the outsourced contact centre. Collect customer insights through surveys, feedback channels, and social media monitoring. Leverage this information to identify areas for improvement and drive enhanced customer experiences.

Contact centre definitions and KPIs

In contact centre outsourcing, tracking key performance indicators (KPIs) is essential to monitor customer satisfaction and continuously improve service quality. Here are some crucial metrics that a reputable outsourced contact centre should focus on:

• Customer Satisfaction (CSAT)

Customer satisfaction is a primary goal for any contact centre. A reliable outsourced partner will have a strategic approach to boost CSAT by delivering exceptional customer experiences and resolving issues promptly.

• First Contact Resolution (FCR)

First contact resolution measures how often customer inquiries are resolved during the initial interaction. A top-notch contact centre should have a sound track record of achieving high FCR rates, indicating efficient and effective problem-solving.

• Average Speed of Answer (ASA)

Average speed of answer is critical to customer satisfaction and retention. Research shows that most customers won’t wait on hold for more than two minutes. A reputable contact centre should prioritise minimising ASA through efficient call handling and staffing strategies.

• Average Handle Time (AHT)

Average handle time reflects the duration from when an agent answers a call to its conclusion. A low AHT shows streamlined and effective call-handling processes, ensuring that customers receive prompt assistance without unnecessary delays.

• Net Promoter Score (NPS)

Net promoter score measures customer satisfaction and their likelihood to promote your business to others. A trusted outsourced contact centre will work towards improving NPS, fostering positive customer advocacy and brand loyalty.

• Average Abandonment Rate

Average abandonment rate tracks the percentage of customers who disconnect or hang up before their call is answered. A reliable contact centre will have strategies in place to minimise abandonment rates and ensure seamless customer service across channels.

• Agent Turnover Rate

Agent turnover rate measures the frequency at which contact centre agents leave for other opportunities. Although not directly tied to customer experience, a low turnover rate shows higher job satisfaction, improved service quality, and better knowledge of your customers and brand.

• Average Call Transfer Rate

Average call transfer rate reflects the percentage of calls that need to be transferred to another agent or department for resolution. Minimising call transfers is crucial for a seamless customer experience and higher satisfaction levels.

• Quality Assurance (QA) or Phone Etiquette

Ensuring high-quality calls and excellent customer interactions is paramount. A reputable contact centre will have robust quality assurance processes in place to evaluate agent performance, maintain professionalism, and provide ongoing training and feedback.

• Average After-Call Work Time

Average after-call work time measures the time agents spend on follow-up tasks after a call ends. A well-managed contact centre will efficiently handle after-call tasks to optimise agent productivity and minimise unnecessary idle time.

Ready to engage your customers like never before?

At MacTay, we believe in the transformative power of exceptional customer engagement. We are not just another contact centre; we are your dedicated partner, working hand in hand with you to drive success.

Focusing relentlessly on your brand, we assemble a team of highly skilled specialists who share your passion and embody your values. Together, we create extraordinary experiences that leave a lasting impression on your customers, fostering unwavering loyalty and elevating your brand reputation.

Our approach is rooted in human-centric, data-driven strategies that enhance customer satisfaction, reduce friction, and drive conversions. We provide actionable insights into your communication strategies, fine-tune the process, and deliver highly targeted engagements that captivate your audience.

Are you ready to build the customer experience dream team you’ve always envisioned? Connect with one of our dedicated customer experience management experts today and let us show you how we can achieve remarkable results for your business. Simply fill out the form below, and we will reach out to you promptly. 

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