By Steve Brubaker, InfoCision Chief of Staff
When speaking with potential clients about outsourcing their customer service departments, the conversation inevitably boils down to finances. The goal for most customers, in other words, is to provide the best customer service at the lowest possible cost and they want to know exactly how outsourcing will save them money in the long run.
It’s during this process that customers actually take a deep dive into their contact center expenses, and are often shocked to see all the ways they are hemorrhaging money on a monthly basis. Oftentimes, they discover hidden expenses that they had not previously considered due as a result of being removed from the day to day operations of their departments.
Here are the top financial returns that you can generate by outsourcing customer service operations to a third party solutions provider:
Less staff: Hiring customer service agents can be a very resource-intensive process. It takes a great deal of time to find high quality agents — something that C-level executives aren’t always aware of. Agents are expensive, and they require a great deal of onboarding and training. What’s more, contact centers typically have high turnover rates as they are seen by employees as temporary positions. So hiring is an endless and laborious ordeal. When outsourcing, you won’t have to worry about any of this. You can rest assured knowing your contact center is fully-staffed with high quality agents at all times.
Reduced technology management: A tremendous amount of contact center overhead is typically allocated to technologies like business phone systems, customer relationship management systems, computers and data center services. These technologies require hefty capital and operational expenditures — if you choose to buy them outright. You will also have to worry about making upgrades at periodic intervals, too. What’s more, many contact centers require placing an extra tax on overworked and overburdened IT teams. By outsourcing, your agents will have all of the technologies they need to perform high quality service while sparing you from having to pay for them individually.
Improved cybersecurity: Today there is a massive effort among businesses to protect their sensitive data. This is especially important in the contact center, which can serve as a direct portal for cybercriminals to hijack sensitive consumer data. Outsourcing is a cost-effective and reliable way to ensure that your sensitive consumer data is protected with the latest cybersecurity safeguards. This is a huge return, especially when considering the skyrocketing costs of cybercrime today.
Stronger data usage: Most customer service teams today lack the resources to manage data effectively, resulting in missed opportunities. But contact center solutions providers specialize in processing, managing and distributing data. By outsourcing your customer service operations, you can obtain greater value from the information you are collecting on a daily basis.