The global economy has been one of the key factors in the trend for offshore outsourcing of the call center. This offshoring trend has led to frustration among consumers who are bitter over job losses, impatient with hard-to-understand accents and intensely opposed to dealing with an agent overseas. This frustration is often taken out on the agent themselves who is really just trying to do his or her job.
Organizations have explored programs and options to help to combat this resistance that also enable the realization of the same benefits offshoring affords. Perhaps these companies are overlooking the greatest benefit by ignoring the possibilities that can be exploited with the utilization of the on demand multi-sourced call center.
The aforementioned frustration that is directed at call center agents often leads to a stressful and even unhealthy work environment for the agent. This can not only affect the agent themselves, but also the level of service delivered to every other customer and thus the overall performance of the call center. As a result, the organization may not be able to realize all benefits of overseas establishment as service deliverables, or lack thereof, begin to cost the company customers.
The on demand multi-sourced call center addresses both sides of the issue. First, it enables the organization to utilize agents all over the world, yet utilizes software to right match those agents to callers. Second, it can address the need for 24 x 7 service hours and essentially reach more markets.
On the flip side, the on demand multi-sourced call center provides right placement of agents for the client base and expected workload. While workforce management solutions can address this issue within the call center, it is limited to that specific environment. The multi-sourced call center provides for multiple environments where agents can be outsourced, at home, in-house or remote, yet each one is serving a benefit to the call center.
One of the biggest drains on capital resources in the call center is the cost of each employee. When employees are idle, the company is wasting money. When employees are overworked, the customer is not properly served and the risk of losing that customer is increased. The on demand multi-sourced call center allows for better agent utilization so that the talents they have to offer are better maximized within separate environments.
Call center agents tend to be much happier in non-stressful environments where they can work under their own conditions. Happier, less stressful agents are able to deliver a better experience for the customer – enabling the call center to focus on its core business of customer service.
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