Call Center Script here on Know More Media, recently tackled the subject of Call Center Outsourcing and reminded the readers that customer service should still be any company's primary focus regardless of who provides the service.
The topic of call center outsourcing lands on Buyer's desks under two different scenarios.
The first is when a company considers outsourcing its current call center services. This can be very tricky for Buyers because they are discussing putting employees of their own company out of a job. They may even know and be friendly with some of the call center employees, which raises an ethical dilemma. Would you tell your best friend that you are working on a project to replace his or her department?
Buyers must analyze minimum cost per calls, average lengths of calls, in-house salaries, and the ultimate unknown - will the change result in better or equal service for the customers.
There is a hybrid solution that may make the most sense in a certain situation. Overflow calls and after-hours calls may be outsourced while the other calls are kept in-house.
See Part 2 for the other scenario.
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