Outsourcing has been seen in both a positive and negative light over the course of years since it has been in place. Depending on the way it's looked at, outsourcing can have a strong set of benefits, or enough negative possibilities to counteract the reasons for outsourcing in the first place.

 

In a recent study by Unisys Systems that looks at Outsourcing in 2007, they uncovered that outsourcing will shift to more than just a focus on cost, but rather focusing on other benefits such as security and data protection as well as access to better skills, will take place.

 

"Overall the global outsourcing debate will become less about cost containment and more about accessing the best IT skills and expertise. Global sourcing will apply equally to IT outsourcing and business process outsourcing," a news release about the study notes.

 

While the study focused mainly on IT factors in outsourcing, many of the same demands and tactics can be applied to contact center outsourcing, where cost savings may not be as beneficial as the other reasons to outsource.

 

A similar look at contact center outsourcing can be seen when one considers that outsourcing contact center needs was once driven by cost containment but was back lashed when companies began realizing that though they were saving some money on agents hourly rates by utilizing lower wage agents offshore, looking to domestic centers made more sense because customer loyalty, what really mattered, improved.

 

One of the four factors Unisys believes will influence the new trend in outsourcing points to a more conscious focus on customer loyalty as a reason to outsource. As the news release notes, "Businesses will increasingly turn to outsourcing to improve customer loyalty. This will come from improving customer service, responding more quickly to opportunities or challenges, IT innovation and improving the returns from the investment made4 in IT infrastructure."

 

Factors such as protecting customer data are also important and play an equal role in the reason why contact center outsourcing can benefit a company as they launch a campaign or look for quality support for their customers. Just looking to cost savings and not realizing the affects of an outsourcing partner gaining access to all your customer information can prove troublesome, if a focus on maintaining loyalty via better protection and solid relationships with that outsourcing partner is not in place.

 

Outsourcing also offers access to a pool of agents with varied skill sets and specific to the need at hand. By outsourcing a contact center with a partner they are confident in, businesses can offer improved customer interactions.  In telemarketing and other calling campaigns, these kinds of agents can improve sales and success rates for the company as well.

 

One of the other elements a press release on the study points to is the increasing need to focus on the customer and maintain intelligent relationships with them. This will be especially true for the financial services industry but can be applied to contact center outsourcing, as it is the responsibility of the outsourcer to provide agents who can nurture these types of relationships with customers in a bid to improve the successful outcome of the contact center.

 

 

Want to learn more about Contact Center Outsourcing? Then be sure to check out TMCnet’s Whitepaper Library, which provides a selection of in-depth information on relevant topics affecting the industry. The library offers white papers, case studies and other documents which are free to registered users.

 

Contact Center Outsourcing: Onshore vs. Offshore Options

 

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