Companies have been looking to save money by outsourcing some or all of their contact center operations to an outside entity. But the crucial questions in executing a move this big go beyond a company's bottom line.
Outsourcing brings concerns about the security of customer data. Oversight is difficult as managers strive to make sure their agents are committed to the company's goals. As a general business practice, outsourcing is controversial and is receiving governmental pressure to slow its march. Social media also plays a role in day-to-day operations, while automation and self-service software can be good in theory but potentially hurt customer experience.
This essential guide examines the challenges and benefits of outsourcing contact center operations. Beyond the obvious cost-saving potential, a move such as this is fraught with peril if not handled properly.
Examining the pros and cons of outsourcing
Choosing whether or not to outsource contact center operations is a big step for a company. Ideally, outsourcing CRM will work well and save money, but not all situations will be successful. It's necessary to look internally and ask why outsourcing is necessary. Do some or all operations need to be outsourced? How will this affect a company's data management and overall customer experience? A jump to outsourcing requires a full evaluation of many different factors.
Good news for companies switching to a cloud-based, hosted contact center: Customer experience is shown to remain the same. It can also allow for a quicker rollout of new features, further enticing companies to make the move. Continue Reading
Changing attitudes in the contact center industry
Contact centers deal with much more than phone calls in today's business world. They also handle social media and new innovations in infrastructure and technology. In general, outsourcing is a controversial practice that is being criticized in today's harsh economic climate. Attitudes are changing, not only in how outsourcing is viewed but in the fundamental way in which contact centers operate.
Although it was defeated, a bill that would've restricted contact center outsourcing shows that Congress is willing to take action to slow the transfer of jobs overseas. While outsourcing remains a controversial practice, analysts doubt the effectiveness of measures like this. Continue Reading
Beyond Verbal is developing a technology that measures human vocal intonation to help contact centers better serve customers and assist with employee training. It's a metric called "emotions analytics," and it is changing the way contact centers analyze data. Continue Reading
In their quest to connect customer data into a seamless view, companies are looking at ways to upgrade contact center infrastructure. A cloud-based structure could make sense for a hosted contact center, but with many located on-premises, other options exist. Continue Reading
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How to avoid pitfalls in the modern contact center
Practices such as automation and self-service have, in some cases, improved efficiency and further developed relationships with customers. However, this software is not a cure-all, and the human element is still needed. For a company looking to outsource contact center responsibilities, security is already a big concern. In implementing these practices, managers also need to worry about customer experience being negatively affected.