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Upgrade vs Outsource: 5 Things to Consider In Your Call Center - The Connection - ContactCenterWorld.com Blog

Upgrade vs Outsource: 5 Things to Consider In Your Call Center

There may be advantages to maintaining an in-house call center, at least for some companies. However, if your business is growing, there may come a time when you have to question whether it is better to upgrade your technology and infrastructure or outsource your call center.

This can be a daunting decision because your call center directly affects:

  • Sales and revenue
  • Costs
  • Personnel deployment
  • Brand reputation
  • Customer loyalty (which circles back to sales and revenue)

There are a lot of factors to consider, and how the pros and cons stack up will depend on your specific needs and goals.

An in-house call center gives you complete control, physically and functionally. You choose the people, the place, and the technology. However, you also need to manage all of that. Overhead expenses can skyrocket when your call center needs expanding, and you will have to set aside valuable capital resources to pay for expansion, upgrades, and so on. Technology is evolving rapidly, and the efficiency and effectiveness of your contact center may depend on deploying some new bells and whistles.

So, what do you need to successfully upgrade your call center?

Scalability

One of the biggest frustrations of in-house call centers is the cost of lost sales and reputation when volume spikes and agents fall behind. A professional call center company can take these fluctuations in stride, easily ramping up or scaling back as needed.

Many call center companies have multiple locations, so they can draw upon any one of those locations when they need to scale. But what about your call center? You probably do not want to open another location, and looking for new labor is time-consuming and expensive, especially with high turnover rates in the call center industry.

Agent Skills

If you are trying to scale in a tight labor market, can you successfully scale and maintain quality? If agent skills suffer, your clients and customers will suffer. So, if you are going to scale internally, make sure you do not sacrifice quality for quantity!

Technology

As omni-channel communication with your customers becomes ever more omni-present, it is crucial not to fall behind. Email communication, webchat, chatbots, and more all present opportunities, but they come at a high price. And then what if you do install new technologies? Do you have the people internal to your organization to run, maintain, and manage? Make sure you know all the costs of acquiring, installing, and maintaining new technology.

Also, new technologies can help drive down call volume, or make handing the volume more cost effective, but you may need to look outside of your organization for the expertise to make that happen.

Cost

There is a financial cost to scale your call center. Recruiting, increasing infrastructure, and adding technology all come with a price tag. And there is an opportunity cost as well. If key personnel are investing time on adding some staff to the call center, what is that costing you in time and energy away from other mission-critical endeavors such as research, product development, market expansion, or marketing?

Business Priorities

Not all call centers are the same. They vary significantly in range of services, quality, staffing, value-added services, and relationship-building ability. Your priorities should drive your decision to upgrade or outsource, and if you choose outsourcing, who you choose as your partner.

It All Comes Down to Trust

Outsourcing will be a smart move only if your new call center partner can sustain (or exceed) the experience your customers receive now. Customer loyalty is priceless, so make sure that is maximized as you make decisions on how best to grow your call center.

Finally, before you make a decision, visit prospective call center partners. Tour their facility. Talk to their people. See for yourself if their agents have the interpersonal skills over the phone to represent your company to customers.

Source: https://blog.theconnectioncc.com/upgrade-vs-outsource-5-things-to-consider-in-your-call-center

Publish Date: May 31, 2018


2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 



View more from The Connection

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Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019
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How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019
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