Contact Center Solutions Featured Article

When Outsourcing Call Center Work, Don't Forget About Your Customers

November 07, 2012

As the economy is still tight and profit margins are thin, many companies continue to outsource their call center work to stay in the black. Some companies are doing it right, but many more have found that the cost cutting has come at the expense of customer relationships. Americans simply don’t like speaking with foreign call center agents, and many companies fail to take this factor into consideration.

Many times, these outsourced employees allow companies to balance efficiency and effectiveness by bringing them access to state-of-the-art technology and the exceptionally skilled workforce they otherwise would not have been able to afford internally, according to 1to1Media’s Anna Papachristos

But she notes that for many, outsourcing carries the negative implication that companies care less about their customer service offerings, when in fact, outsourcing requires more care and effort on the company's part to maintain and improve the level of service customers receive.

Communication is critical. Too many companies outsource their customer care and believe they’re able to wash their hands of it. This couldn’t be more false.

Cap Gemini’s Paul Caul told 1to1Media that outsourcing should be seen as a way to lift a financial burden, but it shouldn’t be an excuse not to continue to engage with customers. Instead, it should enable companies to focus their attention on building relationships with both customer-facing employees and customers. Clients must develop a dialogue with their outsourcing suppliers in order to ensure a seamless expansion of the workforce that does not disrupt the target level of customer service, according to Caul.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014

Inflow Communications Partners with Brocade Communications and Aerohive Networks

Inflow Communications has been a provider of both strategic consultative services and the installation of ShoreTel business VoIP phone systems and HD video conferencing, with unified communications integration, since 1997. The company's unique combination of consultation and post-installation service has set the company apart from competitors in the business VoIP system and video conferencing market. [ Read More ]
07/25/2014

AT&T to Layoff 188 Workers in Illinois, Offering Transfers to Nearby Locations

A recent news report from The State-Journal Register in Springfield, Ill., says the AT&T call center in Springfield will soon close, transferring its work and workers to other Illinois locations. [ Read More ]
07/25/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!