Is it Time to Outsource Your Contact Center?

UNDERSTAND THE TRUE HEALTH OF YOUR CONTACT CENTER

Contact centers experience fluctuations in service and cost over time. So, when they remain in the red for an extended duration, how much time is too much time? We have now entered a gray area, but most of our clients decide to do something between six months and a year.

The question is, what do they do?

A smart initial step would be to conduct a scientific study that uncovers what’s really happening in your internal contact center, a current state evaluation.

When And How To Perform A Current State Evaluation

A current state evaluation is a health checkup of your internal call center’s operations and performance. Current state evaluations may take different forms. A few examples include: • A Cost Analysis

• A Business Case, Or • A Capability Model

A qualified contact center evaluation partner, like Insite, can offer a wide-ranging menu of options to select from and customize to suit your operational goals. These cover all aspects and departments of your call center. Once the evaluation is complete, informed decisions regarding your team may be reached based on facts. Though insights can be revealed through crunching data at a distance, a real boots-on-the-ground approach is necessary to ferret out accurate details of an operation’s current state. Every stone that can be turned within the call center operation should be turned over to determine the organization's health and job performance, including: • Key stakeholders should be interviewed. • Side-by-side observations should be conducted with agents. • KPIs and other metrics should be gathered. • Recruiting, training, Workforce Management, and Quality and Calibration should be scrutinized. • A close inspection of processes, technology, reporting, and future-state plans needs to be included.