Introduction:
With the onset of new technology and rising customer expectations, customer satisfaction has become a major differentiator for organisations. Whether you have an in-house team to handle customer queries or have outsourced to an outbound contact centre, resolving customer questions to keep them happy is the team’s top priority.
As more businesses expand their clientele and services, they need help managing customer queries in-house. A range of roles and responsibilities expected to be executed by a team of in-house professionals makes it challenging to handle all the duties single-handedly.
Therefore, outsourcing your Contact Centre to an external team of experts is a more profitable option. But it is essential to consider a few factors before outsourcing to a contact centre. Some of these are mentioned below:
1. Total Cost Involved
Cost is undoubtedly crucial when outsourcing your in-house contact Centre services. However, the internal handling and management of all these services incur significant additional expenses. This cost can be in the form of recruitment and training of new staff, infrastructure facilities, etc. However, outsourcing this function to an external team may prevent you from any additional labour and operational costs.
When planning to outsource, it is essential to remember that the processes that demand expert knowledge for their execution should never be on the list of functions to be outsourced.
According to PWC’s article “Experience is everything. Get it right,” approximately 80% of American customers believe that key elements of a positive customer experience include speed, convenience, knowledgeable assistance, and cordial service.
It should always include tasks that are safe from disclosing business secrets to the external world, like handling customer queries and payroll management.
2. Flexibility of the Outsourcing Partner
Flexibility is one of the leading factors to be considered when planning to outsource your contact centre services. This is because the requirements when signing a deal vary from the present conditions. Therefore, it might be a loss for both parties if the service provider needs to be more flexible to scale with you per your requirements.
Before finalising a vendor for outsourcing your services, check with them for the possibility of adjusting the new requirements that may occur with your business expansion. It is also essential to consider the terms and conditions of the deal in case it has to be abandoned during its validity term. Always remember that an excellent service provider will always be happy to serve all your requests as and when they arrive. So, choose wisely.
3. Availability of Latest Technology
Technology has always been a significant factor affecting the quality of customer service you deliver. Therefore, staying updated and verifying with the service provider about the availability and access to the latest technology is essential. This would enable the delivery of superior quality services to the customers.
While many service providers might be able to offer the latest technology, others might have only the previous technologies available. Such a situation calls for an intelligent decision, as the latest technology would be available at a higher cost, whereas the older versions would be available at pocket-friendly prices.
It is essential to be sure about your choice, as opting for a technology that is available at a lower price might cost you a lot in terms of customer service and experience later. On the other hand, a technology that calls for an increased investment today might lead to excellent results shortly.
According to the Salesforce article- What is a Contact Centre? Types, Features, & Benefits, it was stated by 69% of contact centre professionals that they find it challenging to balance speed and quality
4. Brand Image & Reputation
Businesses these days live by their social image and reputation. Therefore, it has become essential for them to consider their brand image when choosing between an in-house team of experts and an external workforce.
The brands must understand that outsourcing to a poorly managed team of professionals may lead to a higher cost. This cost can also be in the form of a disconnect between the customer and the brand. Therefore, if the company offering outsourcing services can match your brand image with the level of the services provided, your brand will surely attain new heights of success shortly.
5. Risks Involved in Outsourcing
Before outsourcing any business process, it is essential to calculate the amount of risk involved, which may vary from function to function. However, it is necessary to understand that the core business functions should never be outsourced, as doing so will leave little or no control over the central element of your organization.
On the contrary, development-level projects can be safely outsourced and are viewed as a well-calculated risk. Working with a third party involves a certain level of risk that can be managed easily as and when desired.
🧠 Did You Know?
Companies that outsource their customer service operations can reduce operational costs by up to 30% while increasing customer satisfaction by 25%. (Source: Deloitte)
Final words
We can’t deny the fact that Managing an In-house Contact Centre is Expensive
Hence, it is clear that managing an in-house contact Centre is an expensive affair. While it certainly gives you more control over the human resources deployed at your Centre, the same can also be attained by outsourcing it to a reliable outsourcing company. Therefore, it is best to outsource these tasks to an external team of experts, as this will improve productivity and help you generate the best possible results.
Explore our whitepaper on understanding your outsourcing needs to gain deeper insights.
Frequently Asked Questions
1. For what reasons do companies outsource their contact centres?
There are various reasons why companies outsource their contact centres:
- Reduced operational costs
- Round-the-clock support
- Concentrating on core competencies
2. Are there any leading risks involved in outsourcing customer service?
There are some risks involved, such as:
- Data privacy
- Language or cultural disorientation
3. Should small or growing businesses opt for outsourcing?
Yes! Small and mid-sized businesses can take advantage of professional customer service through outsourcing without investing in infrastructure. It also helps scale the business during peak periods.
4. How can quality control be maintained after outsourcing?
Quality can be ensured by:
- Establishing clear KPIs
- Regular performance reviews and audits
- Monitoring calls or interactions
- Training at regular intervals
Sources :
Call And Contact Centre Outsourcing Market Summary
What is a Contact Centre? Types, Features, & Benefits Quality
The Benefits of Outsourcing Software Development for Growing Businesse
