Is it Time to Outsource Your Contact Center?

THE EVOLUTION OF YOUR CONTACT CENTER The history of call centers began soon after telephones became standard fixtures in businesses. Larger companies dedicated an employee to answer the phone as customers called. Some even set up entire “phone rooms” to spread the task over several individual specialists equipped with the knowledge and skills needed to help customers and keep them happy. Later, outbound calling became fashionable as organizations relied on telemarketers to sell products and services over the phone. The goals of inbound service calls and outbound sales calls remain the same. But the form of these communications and how they were handled would be unrecognizable to anyone working in a 1950s "phone room." In the 1990s, businesses began outsourcing some of their internal processes. Customer service departments were one of these new outsource vendors' first groups handled externally. This trend accelerated a decade later as other forms of communication entered the mix. Partnering with a vendor specializing in contact center operations has become commonplace today. Perhaps your company has not gone this route. Do you maintain an internal call center? Is it performing as it should? What are the advantages to switching to an outside firm? How do you know when the time is right to make that switch?

WHAT YOU WILL GET FROM THIS EBOOK: • Reasons to consider if it’s time to outsource your contact center. • How to determine the true health of your contact center and understand if outsourcing is the best course of action. • A course of action for finding the right Partner.