Blog
How to Save Costs on Outsourced Call Centre Agents with AI Bots
Tel-Access
17 April 2025
How to Save Costs on Outsourced Call Centre Agents with AI Bots
Introduction
In this rapidly evolving digital age, operational efficiency and cost optimisation are top priorities for companies of all sizes. One area that is often the focus of attention is customer service or call centres. For many companies, a quick and effective solution is to use call centre outsourcing services. However, behind this convenience lies a significant cost challenge.
This article explores how the use of Artificial Intelligence (AI), particularly chatbots and voicebots, can serve as a revolutionary solution to reduce these costs without compromising service quality. The discussion includes real-world case studies, implementation strategies, potential challenges and their solutions, including practical AI-based solutions through Servobot from Tel-Access.
Section 1: Understanding the High Costs Behind Outsourced Call Centres What is an Outsourced Call Centre?
Call centre outsourcing is the practice of entrusting customer service activities to a third party that has the infrastructure, workforce, and technology to handle customer interactions. These services include inbound calls, outbound calls, and digital services (chat, email, social media).
Call Centre Outsourcing Cost Components
Why are human resource costs so high?
Because every time there is an increase in customer volume, the company must expand its service capacity by adding more human agents, which means an increase in the need for human resources, operational costs, training, and other supporting infrastructure to ensure that service quality is maintained.
Section 2: AI Bots—Real Savings Solutions in the Digital Age
What Are AI Bots?
AI bot is a computer program developed with artificial intelligence technology to interact with humans automatically, either in the form of conversation or completing specific tasks. In general, AI bots are divided into two main types: chatbots, which operate through text, and voicebots, which interact using voice. Both are designed to understand, process, and respond to user input naturally with the help of advanced technologies such as Natural Language Processing (NLP) to understand human language, Automatic Speech Recognition (ASR) to recognise and convert speech into text, and Machine Learning, which enables bots to learn and improve their performance over time based on interactions.
The Function of AI Bots in Customer Service
AI bots are capable of working non-stop 24/7, supporting multiple channels, and offering a consistent experience without being affected by emotions or fatigue.
Section 3: Real Evidence of AI Bot Efficiency
Global Case Studies
1. Southeast Asian e-commerce
Using chatbots to answer questions about shipping, returns, and promotions.
Call volume fell by 60%.
Labour savings amount to hundreds of thousands of US dollars per year.
2. IBM (Global Technology)
Using conversational AI for helpdesks.
Customer service costs decreased by 40%.
Customer satisfaction has increased thanks to quick and personalised responses.
3. Financial Institutions in the US
Replacing outsourced agents with generative voicebots.
Save between $60,000 and $600,000 per year.
Automated handling increased by up to 75% during peak hours.
Other Indirect Impacts
Section 4: Effective AI Bot Implementation Strategies
To achieve optimal results, the implementation of AI bots needs to be carried out with a strategic and planned approach that includes the following:
Section 5: Challenges and How to Overcome Them
Common Challenges
1. Initial investment costs
Implementing AI requires costs for software, integration, and initial training.
2. Internal adaptation
Teams may feel threatened, so a constructive approach is needed.
3. Customer comfort
Some customers still prefer direct interaction with humans.
4. AI comprehension failures
AI that is not properly trained can provide inappropriate responses.
Solution
1. Gradual adoption
Start with small units to test effectiveness without significant risk.
2. Hybrid human-AI model
Use AI as a companion, not a replacement for human agents.
3. Internal training and education
Educate teams on the benefits and workings of AI to increase acceptance.
4. Customer campaigns
Provide an understanding that AI is there to speed up and simplify services.
Section 6: Summary of the Main Benefits of AI Bots
Here is a summary of the main benefits of AI bots in the context of call centre outsourcing:
| Manfaat | Penjelasan |
|---|---|
| Cost Efficiency | Reduction in operating costs by up to 40% |
| Productivity | Bots can handle thousands of interactions per hour. |
| Scalability | Serving 24/7 without overtime |
| Flexibility | No need to recruit when volume increases |
| Consistency of Responses | All customers receive the same information |
| Cross-Channel Integration | Telephone, chat, WhatsApp, email, social media |
| Data-Driven Insight | Sentiment analysis and automated reporting |
| Increased Customer Satisfaction | Quick, accurate responses without repeating data |
Section 7: Time to Switch to Tel-Access AI ServoBot
When selecting an AI solution for call centre automation, companies need to consider:
Reliability of technology,
Integration capability,
The provider’s experience in the contact centre industry,
Post-implementation support.
Tel-Access AI Servobot delivers all that and more.
The Advantages of AI Servobot
Amidst increasingly fierce business competition, efficiency and speed are no longer options, but necessities. One of the biggest burdens in operations is the cost of call centre outsourcing—which can now be significantly reduced through the use of AI bots. Various sectors have proven that AI-based automation is no longer just a future trend, but a real need today. If you want to cut operational costs, speed up customer service, enhance user satisfaction, and prepare your business for future challenges, now is the time to switch to a proven solution.
AI Servobot from Tel-Access, the Smart Solution for Modern Call Centres.
Contact us now for a free demo and consultation.
