A recent article post from ICMI discusses how the call center acts as a business enabler and every interaction that a call center agent has with a customer has an impact on the overall customer experience and brand perception.
That’s why deciding whether to keep your call center in-house, or outsource is such an important decision. Some (of the many) factors to consider are:
• Setup Cost
• Size of the organization
• Hiring & Training Expenses
• Level of Customer Engagement
Outsourced Call Centers
When an organization contracts out their product support/customer service to a third party, it is termed as an outsourced call center. Oftentimes organizations will outsource their customer support in order to save money. In certain cases, an organization can save as much as 50% in operating costs by outsourcing their contact center operations to an outside organization. Some of the advantages of this setup are:
- Cost & Time savings in hiring and training of staff
- No need to invest in high end infrastructure and technology
- Well trained workforce to handle customers
For those reasons, outsourcing call centers to a third party requires proper scrutiny and attention. A few things to pay close attention to and consider when selecting an outsourcer:
(a) Years of experience
(b) Quality of workforce
(c) Billing procedure
(d) Clients handled
To review the entire article that discusses call center outsourcing verses in-house operations click here.
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