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Industry Research : Outsourcing Factors Contribute to Lower Unemployment Rates

3CLogic, provider in cloud based call center confirmed today that it sees a definite reversal in the trend of outsourcing call center jobs to other countries. Cloud based call center service providers like 3CLogic are in a great position to help those companies which are bringing jobs back to US. Specifically, the virtual call center capabilities from 3CLogic provide the flexibility of having home based agents. Recent reports indicate US unemployment rates remain persistently high at 8.6%. In previous years, many businesses resorted to outsourcing their call center inquiry and support lines overseas in hopes of lower cost per call and lower labor costs. What they didn’t realize, however, was just how much they were putting their business and their country in a down-spiral recession. While outsourcing may have cut costs in areas such as infrastructure and utility fees in the past for some businesses, it has also reportedly lowered customer satisfaction and brand loyalty for them as well.

According to a recent report by Datamonitor, there are an estimated 243,000 offshore agents currently handling calls from U.S. consumers. While outsourcing customer support lines to other geographical locations may seem to be cheaper in terms of hourly agent pay or cost per call, there is a huge disconnect between customers and off-shore agents. Customers call in with questions, comments and inquiries; expecting nothing less than the best of breed support. No customer wants to wait on hold or be charged with extra over-sea phone fees, and they most certainly don’t want to speak with an agent who doesn’t understand their problem or concerns. By outsourcing your agents, you risk compromising your customer satisfaction rates, lowering your reputation, and hitting your business where it hurts: revenue.

"With cloud based call centers based on VoIP and virtual capabilities, it actually costs less to have home based agents in the US than having agents overseas. The myth of cost savings with outsourcing has been disproved at this point; showing how logical and cost efficient it is to home shore and bring down the unemployment rate", said Raj Sharma, President and CEO of 3CLogic.

Furthermore, it doesn’t take much for businesses to realize that lack of agent retention, loss of productivity and faulty customer support produced by outsourcing call centers dramatically lowers their revenues and sales. Companies that have mastered the art of home-shoring reap the benefits at a time where their customers need quality customer support the most. 

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prweb.com

Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Monday, December 12, 2011

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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