Voice support outsourcing is gaining popularity among businesses because they want to focus on more important things that drive growth. While it may give off the impression that only big businesses do it, the small- and mid-sized ones outsource too. The big companies simply cannot handle the issue resolution process in-house due to the sheer volume of it. In context, outsourcing helps the smaller companies reduce operational costs and have access to high-quality CX software at the same time.
Are you thinking about outsourcing your voice support services, but cannot weigh the benefits and the liabilities? In 2025, you will only have benefits to reap from call center outsourcing, which weigh heavily against the premium you pay for the services. Outsourcing enables you to:
- Gain access to AI infrastructure and gain popularity among tech-savvy people, like these 71% respondents who would rather use an AI-assistant to search for stuff instead of a search engine
- Get rid of the hassle associated with hiring and retaining competent CX executives
- Worry less about training human agents on the line of action in a particular case scenario, following your brand vision
Therefore, we have a clear advantage in favor of voice support outsourcing. In this article, let us delve into how voice support services work and why more companies are investing in them.
What Works in Favor of Voice Support Services?
Call center outsourcing benefits have such a positive impact on business leaders that the outsourcing industry is already worth 92.5 billion USD in total contract value, 72% of which is IT contribution. There are objective reasons why voice support services work for a majority of businesses. Let us take a look at them.
The Personal Connection
A personal connection is something we all crave because it gives us the reason to trust something, so that we gain the confidence to go ahead with it. With inbound and outbound call center services, businesses try to achieve three things:
- Lend a personal touch to the interactions that the CX team has with the customer. The human agents try their best to empathize with the customers, but the use of AI voice agents brings the x-factor to the deal. Since AI has the advantage of analyzing large chunks of previous data, it can well understand the bent of the concerned customer and thus be more effective with the conversation or sales pitch.
- Understand the distress levels of the customer and set the tone of the conversation accordingly. This strategy is made successful by superior machine learning used to train the AI-powered voice agents. By this method, it becomes fairly easy to achieve customer satisfaction.
- Be more effective than texts when dealing with sensitive issues. In certain scenarios, like medical emergencies, a voice can be more soothing than text, as it gives the feeling of actually talking to a human being
In 2025, successful businesses understand the importance of voice support services in attaining customer satisfaction and retention.
Dealing with Complex Issues
Adapting to voice technology is an effective strategy for business process outsourcing. Customers often face issues with products/services that they cannot explain via text. Even when they are explaining it to a human agent, it might take a while before the issue is heard by the technical expert and the matter is resolved. In a fast-paced professional life, nobody can deal with such delays, and thus, businesses that have not adapted to voice support outsourcing often face customer churn. Furthermore, since voice support technology makes good use of a database, it can
- Efficiently handle billing/payment-related disputes without having to check for receipts manually
- The back-and-forth between the agent and the customer occurs at a good pace, rather than having the customer wonder about what is going on
- Voice support makes it feasible to instruct the customer, step-by-step, about how to troubleshoot
Speed and Urgency
Voice support can help the customer be reassured that the ticket they raised is being processed. Although an omnichannel messaging solution allows customers to raise a ticket immediately, a follow-up voice support is necessary from the business’s end. In case of cancellations and refunds for big-ticket dealings, voice support is the service customers are looking for.
Building Rapport
Voice services are an excellent medium to build rapport with customers. According to data, 65% of people aged between 25 and 49 speak to their voice-enabled devices at least once per day. So, the point is that they are already part of a culture, and businesses do not have to build it: they just need to capitalize on it.
Accessibility and Availability
Voice support outsourcing services are often cloud-based, thus enabling customers to avail these on the go. Thus, people with disabilities, too, can access these services hassle-free. Furthermore, since these services are available 24/7, businesses need not worry about grievance redressal backlogs.
Why are More Companies Outsourcing Voice Support Services?
With time, more companies are focusing on voice support outsourcing. Let us take a look at the prime reasons:
Cost Cutting
Cash crunch is a real issue, and companies are strategizing hard to deal with it. To some extent, AI has been helpful to them in tracking down resources and making sure that funds are allocated optimally. In this context, voice technology is another handy tool that helps companies save 70% of their operational costs. It might sound shocking at first, but the reality sinks in once we consider the huge renting costs, along with the complex associated costs of keeping a fleet of talented CX agents.
Additionally, internet costs are no less of a concern, especially when running multiple units. Voice support outsourcing lets companies cut these costs and avail a superior service simultaneously. In 2025, consider outsourcing your call center services to focus on growth-oriented aspects.
Access to Better Expertise
When companies opt for inbound and outbound call center services, they immediately get access to:
- Experienced CX executives who are ready to commit to their project
- Access to the latest technology without having to invest in it directly
- Access to a focused workforce that can work in tandem with AI-powered systems to render maximum customer satisfaction
- Without having to put efforts into finding a competent talent pool for CX, businesses can get the service of people they were looking to employ otherwise
In 2025, call center outsourcing is not just an option but a potent strategy to navigate the choppy waters of market competition.
Better Project Management
A lot of sales support depends on the connection that a company has with its customers. When a policy is rolled out, customers need to be inducted and onboarded in phases. This process requires competent project management skills, which the right outsourcing center will provide. The more advanced machine learning a business uses to train its AI, the more grip its voice solutions have on customer psychology. Thus, businesses look for outsourcing centers that can help them as an extension of their in-house project management team.
Focusing on Scalability
With CX concerns off their head with voice support outsourcing, companies can finally focus on upscaling their business. During market fluctuations, businesses no longer have to deal with employee management, downsizing, etc. Rather, they can focus on strategizing on how to improve growth even in inclement times.
Language Support
Although the outsourcing agency is your cost center, the right one for you will become your profit center. With appropriate language support from them, you can hope to reach more customers who speak diverse languages. Not only will that help a business widen its customer base, but it will also have the potential for it to break into untapped markets.
Voice Support Services Too Confusing to Navigate? Let Atidiv Handle Your Voice Support Outsourcing
Deploying the right voice technology can be a daunting task, but Atidiv makes things easy for you by building trust with superior service. They achieve this by
- Embedding their superior teams into your framework so you can yield better results
- With strict quality control and searing insights, you can understand your lacunae better and strategize to overcome them
- Providing you services at a much lower cost than what you would have to bear had you maintained such an efficient team in-house
With Atidiv, use voice as a service, and scale your business faster and worry-free in 2025!
FAQs
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If I am not looking to upscale my business at this point, should I consider voice support outsourcing?
Even if you are not looking to expand operations in the foreseeable future, you can always reduce your operational costs by opting for trusted outsourcing brands like Atidiv. Moreover, you will also save yourself the hassle of the entire talent acquisition and retention process, which takes up a great deal of energy and resources. As a result, you will be able to focus on key business strategies and market research.
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Can I reach more customers by outsourcing call center operations in 2025?
Yes, of course! Outsourced voice support services now have AI integration, which helps human agents handle significantly more call volumes. Furthermore, AI-powered systems have language translation abilities, thus taking your brand to previously untapped markets. Therefore, you can reach more customers and solve customer grievances simultaneously by outsourcing call center operations.
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Why is voice support more important than generative AI-based text support?
Voice support can be more effective (and thus important) than AI-based text support, depending on the type of support customers need. Although generative AI is built for knowledge sharing and sensible responses, a jaded customer can find the responses trite at times. However, voice support can respond to a customer dealing with an urgency or emergency with more empathy.