The decision whether to outsource all or part of your call center has far-reaching consequences for your company. It is one of the most impactful calls a leader can make.
Create the right partnership and the business will reap the rewards of increased efficiency, lower operating costs and quality customer service. Your company will be able to focus on core competencies and innovation, giving it a competitive edge in the market.
An uninformed or hasty decision, on the other hand, may damage your brand and put your greatest asset—your customers—at risk.
Outsourcing does not necessarily mean offshoring—it means using a third party to handle call center functions irrespective of location. Outsourcing your call center within the USA does mitigate some risks, but not all. Low unemployment in the USA is impacting call centers and poses a major challenge in the years ahead as long as our economy keeps improving.
When it comes to customer-facing functions, there are often perceived risks associated with outsourcing nearshore and offshore in particular. [Read More…]