Should You Outsource Your Call Center?
The call center industry is always changing. After all, that’s what Call Center Week 2017—which is happening this week in Las Vegas—is all about. It seems like every week there’s a new solution being introduced that claims to be the best at optimizing and managing call center workforces. These are all well and good, but one big question that seems to always loom over companies’ heads is: “Should we outsource our call center?” Let’s take a look at some of the top components companies take into consideration when they decide to outsource their call centers.
Reduced Costs. There’s no denying statistics; outsourced call centers simply cost less. Companies don’t have to make any major investments in facilities, equipment, operations or staffing. Instead, these costs can be spread out amongst several clients, who then benefit by only paying for the services they need on a transactional or per-hour basis.
Longer Hours of Operation. In my opinion, the biggest problem with call centers is that they all seem to be open from 9 a.m. to 5 p.m. For the average person, that schedule doesn’t line up well with their own. Most people work during those hours, making it difficult to call in with questions and problems. And forget about calling on your lunch break—everyone else has the same idea, and by the time you get through to an actual agent, your lunch break is over. By outsourcing the call center, companies can have agents on-call at all hours of the day because they’re not located in one time zone. So there’s no reason someone from Connecticut can’t dial into a call center at 7 p.m. EDT when they’re home after work, because an agent located on the West Coast will be able to easily help them.
Quality Monitoring and Control. Outsourcing service level agreements (SLAs) require all customers’ calls and messages to be handled professionally, whether through phone, Web chat or email. As DATAMARK points out in its article, “Outsourced call centers have monitoring tools and performance assessment and improvement plans in place to ensure SLAs are met. In-house call centers may not have the resources or expertise available for structured, continuous quality monitoring and performance improvement plans.”
To that last point, it’s true that not all in-house call centers have the proper call quality monitoring or workforce management solutions in place. That often results in diminished productivity and poor customer experiences. However, companies don’t need to outsource their call centers to improve their workforce; they simply need to invest in workforce management solutions, like Monet Software’s (News - Alert) Monet Live WFM, which integrates with Salesforce Service Cloud.