BACKGROUND IMAGE: iSTOCK/GETTY IMAGES
Contact center outsourcing: Friend or foe?
-
Article
Pros and cons of outsourcing
Saving money is a big reason why some companies choose to outsource operations. But that's not the only reason. If a move to outsourcing is being considered, a company needs to ask itself why such a move is necessary. Read Now
-
Article
Virtual call centers' impact on customer service
While virtualizing some contact center operations can save money, companies strive to cultivate a dedicated staff and see the benefits of a committed, full-time staff. Read Now
-
Article
Hosted or on-premises?
Hosted contact centers put the onus on an external entity to set up the network and manage its systems, while a business takes on all the responsibilities in an on-premises model. Each method has its benefits. Read Now
-
Article
Hosted centers don't hurt or help customer experience
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. Read Now
Editor's note
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.
1Changing 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.
-
Article
Government involved in blocking outsourcing
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. Read Now
-
Article
Considering outsourcing social media support
Social media is a fast-growing and changing part of CRM, and some contact centers aren't ready to meet customers on those channels. In those cases, it makes sense to hire an outside entity to monitor those channels. Read Now
-
Article
Advancing contact center metrics
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. Read Now
-
Article
SIP, the cloud as options for upgrades
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. Read Now
2How 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.
-
Article
The mixed blessings of automation
Automation, in theory, helps streamline the customer experience and improve efficiency. Despite the glowing promise this offers, it's still important to maintain a human element in a contact center and have the two work in tandem. Read Now
-
Article
When automation goes wrong
No matter how sophisticated the technology, it has the potential to fail. In the case of a contact center, this can lead to customer frustration. Measures need to be taken to ensure that systems are calibrated and the correct oversight is employed. Read Now
-
Article
Making sense of automation technologies
With so many different versions of automation technology, it can be hard to determine which one is right for your business. Read Now
-
Article
Software to help improve performance
Contact center performance management software can give managers crucial data to fix problems and make operations run more smoothly. Accurate internal monitoring can positively affect customer experience. Read Now
-
Article
Being cautions with self-service
Customer self-service can foster interaction and lead to a better customer experience, but only when it is used in moderation. Discretion is key when implementing this, as it shouldn't be used to try to fix every problem. Read Now
-
Article
Agent's perspective on a virtual call center
Virtual contact center agents enjoy flexibility in a familiar environment, taking customer calls from the comfort of their homes. But there are also aspects that make this agent long for the experience of working in an office. Read Now