TL;DR: In today’s rapidly evolving society, customer satisfaction remains the key to success for every organization. Whether you have an in-house team to handle your customer queries or have taken help from an outbound contact center, resolving any customer questions to keep them happy is their utmost priority.
As more businesses focus on expanding their clientele and services offered, they need help managing their customer queries in-house. A range of roles and responsibilities expected to be executed by a team of in-house professionals makes it challenging to handle all the duties single-handedly.
Therefore, outsourcing Outsourcing Your Contact Center to an external team of experts is a more profitable option. But, it is essential to consider a few factors before outsourcing to a contact center. Some of these are mentioned below:
1. Total Cost Involved
Cost is undoubtedly crucial when outsourcing your in-house contact center services. However, the internal handling and management of all these services involve a lot of additional expenses. This cost can be in the form of recruitment and training of new staff, infrastructure facilities, etc. However, outsourcing this function to an external team may prevent you from any additional labor and operational costs.
When planning to outsource, it is essential to remember that the processes that demand expert knowledge for their execution should never be on the list of functions to be outsourced. It should always include tasks that are safe from disclosing business secrets to the external world, like handling customer queries and payroll management.
2. Flexibility of the Outsourcing Partner
Flexibility is one of the leading factors to be considered when planning to outsource your contact center services. This is because the requirements when signing a deal vary from the present conditions. Therefore, it might be an all-loss deal if the service provider needs to be more flexible to scale with you per your requirements.
Before finalizing a vendor for outsourcing your services, check with them for the possibility of adjusting the new requirements that may occur with your business expansion. It is also essential to consider the terms and conditions of the deal in case it has to be abandoned during its validity term. Always remember that an excellent service provider will always be happy to serve all your requests as and when they arrive. So, choose wisely.
3. Availability of Latest Technology
Technology has always been a significant factor affecting the quality of customer service you deliver. Therefore, staying updated and verifying with the service provider about the availability and access to the latest technology is essential. This would enable the delivery of superior quality services to the customers.
While many service providers might be able to offer the latest technology, others might have only the previous technologies available. Such a situation calls for an intelligent decision as the latest technology would be available at a higher cost, whereas the older versions would be available at pocket-friendly prices.
It is essential to be sure about your choice, as opting for a technology that is available at a lower price might cost you a lot in terms of customer service and experience later. On the other hand, a technology that calls for an increased investment today might lead to excellent results shortly.
4. Brand Image & Reputation
Businesses these days live by their social image and reputation. Therefore, it has become essential for them to consider their brand image when choosing between an in-house team of experts and an external workforce.
The brands must understand that outsourcing to a poorly managed team of professionals may lead to a higher cost. This cost can also be in the form of a disconnect between the customer and the brand. Therefore, if the company offering outsourcing services can match your brand image with the level of the services provided, your brand will surely attain new heights of success shortly.
5. Risks Involved in Outsourcing
Before outsourcing any business process, it is essential to calculate the amount of risk involved that may vary from function to function. However, it is necessary to understand that the core business functions should never be outsourced, as doing so will leave little or no control over the central element of your organization.
On the contrary, development-level projects can be safely outsourced and are viewed as a well-calculated risk. Working with a third party involves a certain level of risk that can be managed easily as and when desired.
🧠 Did You Know?
Companies that outsource their customer service operations can reduce operational costs by up to 30% while increasing customer satisfaction by 25%. (Source: Deloitte)
Managing an In-house Contact Center is Expensive
Hence, it is clear that managing an in-house contact center is an expensive affair. While it certainly gives you more control over the human resources deployed at your center, the same can also be attained by outsourcing it to a reliable outsourcing company. Therefore, it is best to outsource these tasks to an external team of experts, as this will improve productivity and help you generate the best possible results.
Explore our whitepaper on understanding your outsourcing needs to gain deeper insights.
