I could go on and on about the benefits of Contact Center outsourcing. I’m going to play devil’s advocate today and give you ten reasons why outsourcing your call centre is a bad idea. These are some of the explanations for why outsourcing fails, why working with an outsourcer could be a terrible experience, and why you should always consider your other options.
#1. You Do Not Understand Contact Center Outsourcing
This occurs frequently. Let’s say you have a new employee who is attempting to figure out how to run your customer service. Understanding the jargon that various providers are attempting to explain to you can be very difficult and unpleasant if you don’t have much expertise with call centre analytics. I’m not saying you’ll be taken advantage of, but the experience will be awful if you don’t have someone on your team who can communicate in Contact Centre Outsourcing lingo.
#2. You Say No to Calibrations or Monitoring
Your relationship with an Outsourcer should be treated as such. You shouldn’t think, “I’m outsourcing, it’s done, it’s out of my hands,” while doing so. If your clients are not satisfied, you must have the means to hold your call centre partner responsible. To ensure that you, your outsourcer, and your clients are all on the same page, you should want to blind monitor or at the very least set up weekly or monthly calibrations. It’s crucial that you pay attention.
#3. Vendor Management
Have a vendor of Practice management Software manager who can assist you in navigating the nuances of speaking with outsourcers. You should not outsource if you lack a vendor manager. The lingo can be difficult to understand, so a manager can assist you decide who should be on your team.
#4. Price
You should never outsource if you think that cost is the only consideration. To provide the finest possible client experience, you want to make use of the resources that outsourcing companies have available. I promise that you and your clients will be unhappy with the level of service you get if you push your budget to be tiny and declare, “I don’t want advanced reporting, I don’t want blind monitoring, I just want bare-bones, the cheapest price I can get.” It makes sense that the price must be reasonable for you since operating internally prevents you from accessing the advantages of outsourcing, such as sentiment scoring, blind monitoring, and MPS.
#5. Vendor, not Partner
You are mistaken if you believe that outsourcing is just a service that you can use. A partnership is an outsourcer. You must develop a relationship with your outsourcer in order to care about your clients, and they in turn should care about the clients they directly deal with. Your partnership will end if you treat your outsourcer like they are beneath you. It’s acceptable to not know everything a call centre knows. We are here to assist you comprehend and develop; it is not your responsibility to be aware of everything we are aware of. It is human instinct to build your brand by seeking assistance. We promise to treat you well if you treat us well.
#6. You Do Not Care About Bells & Whistles
The main benefit of outsourcing is that you can take advantage of the wealth of resources we have to provide that you would not otherwise have if you handled customer service yourself. Although you will undoubtedly save money if you are not interested in the tech tools we offer, the level of customer service you receive will not be nearly as good.
#7. Training is Not Tight
Only the information you provide will be use by the contact centre to train your salespeople. You are not prepare to outsource your customer service if you do not have that knowledge or training available for us to use. As a company, you must invest the time to create training materials that you can then give to your outsourcing partner to streamline their training procedure. This is a reason not to outsource right away rather than as a whole.
#8. Thinking Blended Agents are Best
It’s likely that your call volume isn’t high enough to justify outsourcing if you’re seeking for blended agents during your peak call period. Your call centre vendor won’t care as much if they only take a few calls a day, so you won’t receive the experience you and your clients will be searching for. A low call volume is an excellent justification for internalizing customer support. Additionally, an outsourcer will bill you more per minute if your call volume is low. Even if they aren’t charging you for a fully dedicated agent, they are quite close. The lowest I would ever go is when your own centre reaches the 3-5 agent mark, at which point it could be a good time to start outsourcing.
#9. Only Outsourcing to Contact Center Outsourcing with Name Recognition
Executives frequently tell me they want to outsource with a particular business because they are a “top call centre,” in my experience. To me, the word “top” simply means “large,” not necessarily “excellent.” However, if a corporation has 30,000 seats and your call centre has 10, 20, 30, or 40 seats, how essential do you think your programmed is to them? Like any other factor, choosing a call centre that is the right size for your programmed requires careful consideration.
#10. Not Having a Full Buy-in From All Stakeholders
Identify your principal stakeholders. Do you market? Sales? Finance? Whether you decide to Contact Center Outsourcing or not, you must ensure that every department in your business is on board. You will have a difficult time transitioning if one important stakeholder doesn’t agree, and it will be difficult to get everyone on board with any decisions that are make. You are on track for a smooth transition if all departments fully support it. My own personal experience has shown me that the IT professionals are typically the ones who desire to hang onto what they have internally. When the organization is not fully commit and they are pulling apart every potential issue that could arise, programmed frequently fail.
If you have the funds and freedom, outsourcing is a fantastic choice. These are just a few explanations for why your company might not be prepare to outsource. We attempt to be as honest and reliable as we can, and I do my best to provide my readers and listeners with the most accurate information I can.
