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Topics: Outsourcing

The decision to outsource customer care is not one taken lightly; it requires a lot of thought and some deep soul-searching on the part of a business owner.

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Before you decide whether or not to outsource, you should be sure to ask these six questions.

6. What Are Your Goals?

Before you even begin to think about outsourcing your customer care, you must think about the business goals and how the move serves them. Are you looking to cut costs and save money? Or are you hoping to improve your customer service?

Knowing your goals and how a move to outsource customer care aligns with them will help you decide if outsourcing is right for the business—and what kind of services you will want to employ.

5. What Services Do You Need?

Once you know your goals, you can think about the services you need to employ when you outsource customer care. Do you already have an inbound call center? If so, are you looking to add support to that existing center, or are you hoping to contract for outbound services?

The services you choose should align with your goals, both for the business and for your customer service. If your customer service is something you hope to improve, ask how each service will work toward that goal. Ask which services will give you the best value.

4. How Much Will It Cost?

Obviously, you need to know how much outsourcing will cost you. If you want to save money, you may be cutting services or trying to move to a location that will help reduce your current overhead. In other cases, if you are hoping to improve customer service, cost may matter less—but you will still want to know what each service will cost you. You may make revisions to services based upon your budget.

3. How Much Flexibility Do You Need?

Flexibility and scalability are big concerns for businesses. Retail, for example, experiences huge swings in the volume of customer contact. It’s imperative for outsourced customer care to keep pace during the busy season. Similarly, it’s important that your services can be scaled up and down as you need to ensure you get the most out of your services.

Ask how much flexibility you need with your services. Does your business have seasonal swings, or is it relatively steady throughout the year? Are there certain times when it will be important to reach out to your customers? If so, you will want to find a provider that can offer you a great deal of flexibility.

2. Why Are You Outsourcing?

This might sound similar to thinking about goals, but it’s a little different. You must ask yourself why you are considering outsourcing. Perhaps you don’t have the in-house capacity to staff a call center or to offer your customers 24/7 care. Maybe you would like to add technology or services you know you cannot provide because you don’t have the expertise.

1. How Strong Is Your Brand?

This may not seem related to outsourcing, but knowing how strong your brand is can help guide you as you make the decision to outsource. If you already have a strong brand, you are going to want to be sure you partner with a firm that can work within the paradigm and reputation you have already created for yourself; you don’t want a partner who is going to dilute your brand.

If your brand is relatively weak, you may want to look for a partner who can help you build your brand through exceptional customer service.


Mike Nolet

Mike Nolet

Mike is the senior vice president of Bill Gosling Outsourcing’s North American operations. He has been leading the operations teams since 2011, bringing over 20 years of previous experience to the team. Mike is a core contributor towards the company’s corporate strategic planning. Since joining Bill Gosling Outsourcing, he has been a driving force behind growth, process improvement, and implementing positive change within the organization. Mike is also a wine aficionado.

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