Can Outsourcing Calls Help with Staff Shortages?



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If your business, like so many others in the country, is experiencing staff shortages, you can benefit from outsourcing calls to a call center. Outsourcing call answering to a professional, experienced call center can ease the burden caused by shortages in your employee roster. 

Call answering and screening is a key component of any business, but with staff and labor shortages, this particular job can become overwhelming. If your company does not have enough staff members to keep up with everyday tasks, adding call answering and screening on top of that can be difficult. Fortunately, outsourcing can solve that problem. 

Outsourcing Calls Frees Up Employees for Essential Tasks

If you trust your company’s calls to a knowledgeable call center, your in-house staff can focus on more productive tasks. Studies have proven that it takes several minutes for an employee to get back on task after switching gears for a phone call. By outsourcing phone calls, this is no longer an issue.

You might have a smaller staff in-house due to labor shortages, but the smaller group can get more done without distractions. For example, you might have the following dedicated staff members:

  • Sales team members who follow up leads
  • Accounting team members who ensure bills are paid
  • Operations team members who keep things running smoothly

Outsourcing calls allows each of your in-house departments to stay on task throughout the entire workday. Additionally, A well-trained call center answering team can streamline relevant calls to the correct departments. Agents can send promising sales leads to the sales team, and accounting calls can be forwarded to accounting. 

Call Centers Have Wider Labor Pools 

It can be difficult to staff a company with local talent, especially when outside factors are affecting wreaking havoc on the labor market. An ongoing pandemic is preventing many from returning to full-time work, which has limited the staffing pool considerably. 

However, call centers can cast a wider net when it comes to hiring. In turn, it is easier for call centers to remain staffed. Unlike in-person staff, call center representatives can be spread across many locations. This means business owners can outsource to well-staffed call centers more easily than they can staff their own companies in-house. 

Once you decide to outsource your business’s call answering to an outside call center, you no longer have to consider staffing issues in regards to customer service and call answering. 

  • The call center agents are all employed by the call center, not your company.
  • The call center handles staff hiring and training. 
  • The call center handles scheduling. 

Therefore, you not only save yourself the time and stress of bringing in more staff members in the midst of a labor shortage, but you relinquish control over the call answering duties entirely. 

Outsourced Call Answering Can Offer More Support Options

Depending on the call answering package you choose, the outsourced call answering service can typically provide more options than an in-house staff could, even if it were fully staffed. 

  • Call centers are staffed with multilingual agents. 
  • Call centers can answer calls 24/7, rather than just during business hours. 
  • Call centers are less likely to get bogged down during high-volume call times. 

Under ideal circumstances, your call volume can become overwhelming. When your business is short-staffed, your customer satisfaction can suffer. In addition, your employees are more likely to become overwhelmed and stressed. Choosing to outsource calls to a call center can protect your company from undue negativity. 

During uncertain times, the ability to rely on highly skilled agents to answer your company’s calls and screen them professionally can save you many headaches. Your customer calls will continue to be answered while your on-hand staff can thrive. 

About Endicott Call Centers

Endicott Call Centers is a national call center company with omni-channel services. We are fully equipped to help you with your business and with any particular circumstances. We draw on decades of experience to help you make the right decisions for your business.

Endicott offers full-service virtual receptionists and a wide variety of other services to help you run your business more efficiently. With Endicott, you have access to:

  • Highly-trained, professional Agents & Receptionists
  • Customized scripts
  • Live agents 24 hours a day
  • 100% US-based locations
  • English & Spanish Speaking Agents
  • HIPAA-compliant For Medical Support
  • 24/7 Solutions for Dentists, Legal offices, eCommerce, and many other industries.
  • Full access to call management and tracking tools that enable you to regularly monitor and evaluate our performance and help you manage your business effectively

Please request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. We’re happy to offer our insight into what your custom