How contact center outsourcing answers the more-for-less reality of business today
In today’s economic environment, companies are faced with the challenge of reducing costs while simultaneously delivering ever-higher customer service levels. Many executives are looking to the contact center to help them address this challenge and to play a more strategic role within the enterprise.
But contact center managers face their own unique challenges – such as keeping their contact centers staffed with qualified agents despite the unpopularity of contact center work, general agent dissatisfaction, and high turnover rates.
It’s no surprise, then, that many companies are exploring the possibility of outsourcing customer service by sending some (or all) of their existing agents home to take calls. This trend is driven by:
- The desire to reduce the capital expenditures (CAPEX) associated with operating a brick-and-mortar contact center
- The need to retain top talent by better accommodating their employees’ needs
- The growing popularity of “geo-flexible” sourcing because enterprises are realizing that the risks of offshoring their contact center often outweighs the benefits
The fundamental problem with offshoring contact centers is that it solves the cost issue, but it compromises agent quality – usually to the detriment of the company’s brand and customer relationships. Long term, devaluing these important assets leads to poor business outcomes. In contrast, a virtual contact center model staffed by remote agents helps companies outsource customer service thereby addressing all of these challenges and more.