The Importance of Contact Center Outsourcing
By Parker Shown K
Large-scale businesses, such as airlines or drug companies must constantly address their customers’ issues or answer their questions. Further, it is essential to solve their issues in an expedient manner to ensure customer satisfaction.
Companies have their customers call the contact center to get their questions answered or problems solved. Therefore, the role of a contact center is vital for retaining the customer base and developing the business.
If it is not managed well, the business will eventually lose customers and profits. Bigger businesses are seeking contact center outsourcing services, which offer specialized services to handle the task more efficiently. The reason for outsourcing and the ensuing implications are discussed below.
Outsourcing services enables businesses to save money spent on providing the same services in-house, and also focus on core business tasks, so as to retain its competitiveness in the market. Overseas outsourcing services are cheaper. Usually, the salary of the workforce in third world countries is less than half that in the first world nations.
In former years, bigger industrial nations with transnational companies sold their products to smaller nations worldwide; but today, globalization is a two-way notion, so as to favor third world economies as well. The information technology sector is evolving at a rapid rate, so that physical distance is no more a barrier for conducting business activities.
With continual advancements, offshore opportunities are increasing and contact center outsourcing is set to grow exponentially. Outsourcing also refers to sub-contracting business processes to companies located within the same country.
However, it has become synonymous with off-shoring, which refers to sub-contracting services to companies located in other countries. The process has gained momentum over the past several years because of lower operating costs.
Many third world-countries have an English-speaking workforce and a well-educated population that is willing to provide the required services for just a fraction of the cost, when compared to the domestic workforce. Lower operating costs have enabled companies to reap enormous profits.
Outsourcing contact center services removes the burden related to daily operations and enhances customer experience, while driving profits for the company.
Studies show that a business would perform well if it concentrates on its core activities and outsource other operational tasks. As the service providers are experts in customer relations, they generate the loyalty required to develop the business, and consequently boost the profits. It is an important journey geared up towards a real global economy.
Contact center outsourcing demonstrates the scope of the looming globalization, where worldwide economies are interwoven to unify the market. However, there is also the disadvantage that offshore outsourcing snatches away the jobs from IT (Information Technology) graduates within the country and gives it to those in the third world countries.