Tech survey: Call center outsourcing trending among small businesses

OABPO Blog Team Published on May 29, 2014

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A survey revealed that small businesses outsource call center support services as a means of keeping up the company’s technology needs. Open Access BPO gathers more key findings to show the current technology trend among growing companies.

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The National Small Business Association (NSBA) released a survey that revealed how small businesses cope with their tech needs. One of the major findings states that outsourcing call center support services is common even to businesses with a small consumer base and budding revenues.
NSBA found out that 24% of small enterprises rely primarily on outsourcing firms for their tech support needs. Website maintenance is also a commonly outsourced duty, as 30% of the respondents said that they pay an outside firm to take care of this responsibility.
Another finding that the survey revealed is that mobility is a growing trend among growing companies. While desktops (87%), laptops (84%), and landlines (78%) remain to be office essentials, mobile devices such as smartphones (57%), cell phones (55%), and tablets (41%) are increasingly being used for business transactions. Telecommuting is also an emerging practice. Compared to the 44% that allowed their employees to do this in 2010, the 2013 rate is higher at 60%.
The survey asked what activities small companies conduct using the devices mentioned above. The results are as follows:

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•   Supply purchasing (85%)

•   Bank account management (83%)

•   Pay bills/electronic payments (72%)

•   Payroll management (44%)

•   Phone calls/teleconferencing (59%)

•   Meetings/web conferencing (45%)

Inferring from the responses, the Internet is an important business tool even to the 72% that don t sell products and services online.
Despite the rise in certain tech trends, however, not that many small businesses utilize cloud computing technology. The majority, or 85%, has yet to include this in their arsenal, and there also others (2%) that still use dial-up to connect to the web. Not surprisingly, cost (38%) is the second biggest reason why small-budgeted companies don t use broadband and other high-speed Internet services.
In addition, only 18% of the surveyed businesses claimed to maintain a mobile website. This goes to show that while mobility is a workplace trend, it’s not used mainly for market engagement.
Conclusion
Keeping up with the latest innovations is very important to the success of a business, as 70% of the respondents asserted. However, most small companies find this challenging, mostly because of the high costs needed to maintain and upgrade technology (44%).
Security issues (42%) and lack of time (41%) are also blamed by those who have trouble keeping pace, so they turn to outsourcing as a means of addressing tech-related business aspects and needs. By sending business processes to a third party service provider, enterprises can divert their costs and focus on more important matters that are crucial for their growth.
 
 

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