Is It Time to Outsource? - Ted McRae - ContactCenterWorld.com Blog
Whether your company is large or small, inevitably there comes a time when your customer inquiries outgrow your ability to support them. At this point a company has two options, add more employees, square footage and technology or outsource to a trusted call center partner. Expanding or creating a multi customer communication channel (email, chat & phone) is an expensive venture with a lot of unseen expenditures and staffing issues. This being said, it might be time to outsource.
Below are some things to consider when looking outsourcing
- Where to Outsource Philippines vs. India
While India (1st place) still has the edge with the Philippines in a solid second place, it has seen a significant drop off in outsourcing around 10% of its global share. India has an advantage over the Philippines with workers between the ages of 25-54 but India may have some barriers for growth as many find that India’s government is not as helpful to BPO business as the government in the Philippines. Accent is a factor as well, Indian accents when speaking English means that people from other countries may not be able to understand the conversation. Filipinos carry with them a similarity to American culture which leads them to having better sounding spoken English which leads to a better connection with the customers they’re speaking to. If your organization is only outsourcing chat & email support these factors may not be an issue.
Another factor to consider is what type of support is needed, Technical or Customer/Product Service. India is extremely dominant in software technology outsourcing where the Philippines have some catching up to do in this area. The Philippines is staring to establish its dominance in the business and knowledge voiced based services because of the affinity to American Culture and English Accent.
- Quality Assurance
QA should be the cornerstone of your call center strategy and outsourcing can feel like you’re losing some control. Make sure you partner with a BPO that takes quality assurance seriously and treats your customers as their own. With today’s technology, call centers should have the ability to record every call made or received as well as logging every chat and email conversation. This is just a start. It’s what they do with that information that makes the difference. On average how many calls/emails/chats are reviewed or monitored by a QA Specialist? While monitoring or reviewing calls there should be a mechanism to rate the calls such as a call scoring and evaluation form. And lastly, what is the company doing to provide constructive feedback & coaching to their call agents. There should be a system in place for that as well.
- Security & Infrastructure
The privacy & security of your client’s data is paramount to the success of your business and these values should carry over to your BPO provider. Information Security has emerged as a significant concern for those businesses that use call centers or business process outsourcing. Below you will find some (but not all) of the best practices your business partner should have in place.
- A paperless environment prevents employees from writing down and removing information and all work is done on the computer.
- Restrict the use of cell phones and/or cameras on the floor by providing secure lockers.
- Key-logging, security cameras and restricted call center entry should be a part of their plan.
- Restrict access to any web address outside of core business functionality.
4. Breadth of Services
Ideally, if you can find an outsourcer that offers a full range of inbound call center services from customer acquisition to technical support and customer service your company will benefit the most. Selecting a company with multiple service offerings allows you to expand or retract based on your company needs which will allow you to focus on handling the other aspects of your business.
Most importantly you need to do your homework and find a true partner not just a call center, a company that will treat your clients like they are their own.
Publish Date: December 2, 2016 7:01 PM