Is it Time to Outsource Your Contact Center?

DETERMINE YOUR NEXT COURSE OF ACTION

Resolve Performance Issues Internally Not all internal call centers need outsourcing. A current state evaluation sometimes reveals performance issues that may be solved. A good report will outline where these problems occur, how to fix them, and the expected financial and performance results. If the report was prepared by a truly effective contact center improvement partner, that firm will stick by your side and implement the solutions with you. Sometimes the current state results show an effective solution would be to acquire better technology or farm out the easier, low-level roles and tasks while keeping more complex, high-value functions inhouse. These may include such things as management roles and second-tier service.

If you decide to improve your internal contact center, your team rolls into implementation mode next.

• They’ll apply recommended root-cause solutions to correct problems. • A current state evaluation that includes legitimate improvement opportunities now serves as a roadmap to success. • A change management initiative may be necessary. • Training might be required or new platforms.

Remember, whatever the course, data measurements should continue through this phase and extend into post-implementation to ensure new strategies deploy successfully.

Resolve Performance Issues Externally Leveraging a contact center improvement partner has other advantages, too. First, you have a qualified advocate with a vested interest in your success – especially if they guarantee that success. Secondly, they can fill in gaps with temporary staff augmentation and trainers where needed. They are fully equipped to continue measurements and to compare them to their library of benchmarks. They'll also spot potential problems before they happen. Finally, you'll receive educated advice on performance improvements, efficiency increases, cost savings, and coming innovations.

The result is a retooled internal operation that functions at best-in-class performance levels.