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

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
03/31/2015

Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
03/31/2015

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!