Is it Time to Outsource Your Contact Center?

REASONS TO CONSIDER OUTSOURCING

One of the most challenging decisions for customer service leadership is whether to outsource their call center. Outsourcing can take some financial burden off companies -- depending on the partner they choose. So how do you know when it's time to consider outsourcing? Let’s explore two main reasons to outsource your contact center: cost and service level. One may be more important than the other at any given moment, but both are critical areas of concern when running a successful internal operation. 1| Costs Are Too High Though tracking dollars and cents is cut and dried, understanding how your costs stack up against industry benchmarks may not be as easy. Pay levels might look competitive compared to other internal contact centers, but are you comparing apples to apples? Are pay levels commensurate with your labor pool’s geographic area? Or is a nearby company competing for the same talent by paying $2/hour more? That higher wage may be the root cause of the increased attrition that’s running up costs in talent acquisition and training for your company. But if you compensate by offering a higher hourly wage, will your labor to revenue numbers become undesirable?

As you know, budget overages can creep in from all sorts of directions and equally effect your business.

COSTS TO CONSIDER

SUPERVISION

MANAGEMENT

HUMAN RESOURCES

TECHNOLOGY & TELEPHONY

EXECUTIVE MANAGEMENT

OTHER FIXED & VARIABLE EXPENSES