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Article : Is It Time to Outsource? 5 Questions to Ask Yourself

#contactcenterworld, @BlueOceanTweets

Every day, we interact with executives who are in the early stages of discovery, looking for ways to improve their customer experience and/or drive cost out of their customer care model. The conversations often revolve around whether the time is right for them to consider an outsourced model.

Obviously, every company is different: customer journey maps, pain points, and growth projections are all different. But there are several triggers that, alone or in combination, can indicate the time may be right to look at adding a strategic outsourcing partner to your customer service solution.

As we work through discovery with prospective clients, we frequently touch on these core questions.

Do You Need to Add Capacity?

When abandon rates and average speed of answer are trending up, and CSAT and/or NPS scores are trending down, something isn’t right. This is when outsourcing customer care to a strategic partner may be critical to the life of your brand. An outsourced partnership can add resources to your own team without upfront investment in human resources, facilities, or technology. Your pricing model can be built on "cost per contact", in which the cost of idle labour lies with the outsourced partner not the client. You pay for what you use – not the infrastructure to provide that support.

Do You Have to Scale for Rapid Growth or Seasonal Volume?

When a company experiences either rapid growth or significant seasonal peaks, scaling up or scaling down quickly becomes a priority. A strategic partnership with an outsourcer, either as a stand-alone solution, or working in a multi-site solution with your in-house team, can provide cost-effective scalability. The right outsourced partner will bring deep expertise in workforce management plus the ability to deploy Artificial Intelligence/Tier 0 solutions to meet the challenge of ramping up either for unexpectedly rapid growth or for seasonal peaks. And for those companies with major seasonal peaks, it’s equally important to ask your HR team how much ramping up and ramping down costs in terms of tangible and intangible expenses.

Can Your Business Benefit from More Robust Redundancy?

Redundancy is a big topic to consider. For some, the word means simply having back-up systems in case of a technical outage. But for many of our clients, the benefits of redundancy go beyond business continuity in times of crisis. Some of our longest-lasting, most successful partnerships have been for clients who operate their own contact centers and bring us on board to enhance their offering and provide that valuable back-up for business continuity. You can leverage your outsourcer’s locations to expand your hours of operations as an add-on to the business hours of support in your own center. For programs providing mission-critical support (think roadside assistance, financial services assistance, or emergency assistance for insurance,) working in conjunction with an outsourcer to ramp up and down to meet even isolated spikes can be incredibly valuable – not to mention having a second center functional and fully staffed if you are hit with extreme weather, technical issues, or unpredicted high absenteeism.

Are You Well Positioned to Integrate AI into Your Customer Care?

We’ve said it before - even in an earlier paragraph of this post. AI isn’t the future of customer care. It’s the right now of customer care. If you know you need it, but don’t have the resources, expertise, or strategic insight to execute an elegant AI solution, an outsourcer partnership is the way to go.

AI is evolving, and the tactical execution of AI in customer service is going to be in a state of rapid evolution for the next few years at least. It makes sense to outsource the responsibility for staying current, for seeking out best in class deployments, and for developing next gen strategies to a partner you trust.

Do You Just Need to Focus on Your Core Offering?

For most organizations, providing customer service, tech support, or order management support is a necessary part of doing business – not the business itself. For an outsourcer like us, providing support solutions is what we do. If you want to free up resources to focus on your core competency and grow your business, it’s time to work on partnering with an experienced outsourcer whose expertise, culture, and capabilities are aligned with your requirements.

#contactcenterworld, @BlueOceanTweets


About Amy Bennet Roach:
In her current role as Director, Communications for Blue Ocean, Amy oversees external marketing and sales communications as well as internal communications for the 600-person contact center. In that role, Amy continues to push marketing strategies and activities to new levels, creating attraction and consideration for Blue Ocean in the global contact center market. She plays an integral role in keeping the multi-generational workforce engaged and informed while contributing to the organization’s cool culture.

About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Friday, February 16, 2018

Printer Friendly Version Printer friendly version

2024 Buyers Guide Inbound Call Handling Services

 
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.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

4.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

5.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

6.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

7.) 
WorkGenda

WorkGenda
WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)
 

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