What is Call / Contact Center Outsourcing?

Cons of Call Center Outsourcing

1. Decreased control over business functions
When outsourcing Contact Center operations to an external service provider, you are placing vital business functions in the hands of a 3rd party. Therefore, make sure your procedures have been tested and are easy to understand by the 3rd party or outsourcing provider.

2. Lack of company culture
Outsourced call center agents are often unfamiliar with a company's culture, practices, and values. Therefore, they need to be trained about the values ​​and work culture of your current company.

3. Agent focus can be shared
Call center agents working for outsourcing companies are often tasked with making and receiving calls for multiple clients. Therefore, make sure that the agent you use specifically only accepts customers from your company and this is disclosed in your cooperation contract, unless the type of work does not have an important function, such as a help desk operations officer for your branch or shop or a receptionist. .

4. Lack of collaboration and communication between agents and departments
Often, all the agents making and receiving calls for one company do not work in the same building and likely have no means of communicating with each other. Thus, collaboration and communication between agents and departments is limited.
For this reason, make sure the 3rd party (your outsourcing company has a platform or software that functions ticket complaints or CRM for your internal department)

Conclusion

If transferring your Call Center or Contact Center operations to a 3rd party seems attractive, if you have considered and anticipated the weaknesses. You should consider simpler and more cost effective solutions.

Hiring a team of Call Center or Contact Center agents can allow you to take advantage of some of the advantages that make outsourced call center agents so attractive and also reduce the disadvantages associated with outsourcing.

With the emergence of new browser-based Call center or Contact Center software solutions, you can easily maintain a global Call center or Contact Center workforce at a reasonable price. All an agent needs to make and receive calls is a computer, a headset, and an internet connection.

They can work from home, go through all online training, learn how to use Call center or Contact Center software in minutes and start making and receiving calls on day one.

Another important advantage of hiring an in-house agent is that you have a larger pool of applicants because you are not limited by geographic location or transportation issues.

Thus the top candidates are better educated, have more experience and are often more flexible than their local counterparts. You can also select candidates based on cultural fit with your company, language and communication skills and other factors you consider important.

This new Call center or Contact Center software enables a simpler, more cost-effective solution for hiring and managing a global team of Call center or Contact Center agents. It is the “best solution” to a problem that has garnered a lot of attention and led industry giants to take a stand.