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Customer Care Feature Article

February 14, 2006

Key Reasons to Outsource Your Customer Care

By TMCnet Special Guest

by  Gary Pudles
   President, AnswerNet
Control costs. It usually costs less to outsource than to manage or expand your customer care program internally, especially if you have to add seats to your site or open a new facility.
Outsourcers’ secrets are efficient hiring and training, lower contact center agent idle time, flexible capacity, low-cost facilities, and savvy site selection and management. They have tools, such as IVR on inbound and predictive dialers on outbound that boost productivity.
Greater flexibility. Outsourcing enables you to quickly ramp up or down your customer care programs to meet demand, with greater speed, less expense and with fewer headaches than if you provided them internally. You leave the hiring and the layoffs to the outsourcers.
Improved efficiency. Outsourcing peak demand, overflow and seasonal contacts, and test market programs saves you from staffing and providing facilities for limited-duration programs. Closing your contact center on evenings, weekends and holidays saves on utilities costs and avoids shift differentials.
Your internal contact center productivity improves because it now handles steadier, easier-to-staff volumes over fewer hours.
Better capital utilization. Outsourcing lets you devote more capital on building your enterprise or organization, rather than spending resources on facilities and hardware/software - especially if you only need them for short periods of time.
Contact center building leases are typically 5 years to 10 years long. Office furniture depreciates rapidly. Yet in today’s fast changing business environment your needs could change in months; a full contact center today could be redundant tomorrow.
In contrast, outsourcer contracts now run no more than 1 year, which lets you adjust your customer care program to meet your needs.
Niche customer/multiple-language handling. You may have a product line or service but the call volumes are too low to justify dedicating your agents; or you may receive calls in other languages that are too costly for you to support.
Outsourcers can meet both sets of needs. They can group similar clients who need the same specialized support to generate volume high enough to justify hiring and training employees. They also have the aggregate demand for multiple languages and have contact centers located in communities whose workforces have these abilities.
Being there for customers. Outsourcers can be there for your customers even if your organization’s offices or contact centers are closed. These vendors can affordably handle evening/weekend/holiday customer care, and can also provide service in emergencies.
Trusted third party. There are many customer care programs, such as corporate hotlines and outbound customer verification that require a trusted third-party outsourcer to handle them. Callers and called parties need to talk with agents who are impartial.
Improved results. Outsourcers’ core competency is customer care. They have the experience and the proven tools to effectively select, train and manage contact center agents, and to handle calls and contacts while delivering top performance.
The outsourced marketplace is very competitive, which means the chances are excellent that you will find a partner who will meet your needs and budget.

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