To Hire or Outsource? That is the Question

By Steve Brubaker, InfoCision Chief of Staff

Many business leaders are still in the dark about the idea of outsourcing customer service operations. It’s an often-misunderstood topic — but one that could be beneficial to just about every organization, if done correctly.

Customer service, in other words, can be completely outsourced to third party solutions providers just like any other business process — completely eliminating resource-intensive tasks related to hiring, managing and monitoring agents. Outsourcing customer service can also eliminate many hefty capital and operational expenditures for technologies and facilities.

Keep in mind, though, that not all third party contact center solutions provider offer the same level of quality. There are a lot of pitfalls that you need to be aware of.

Here are some things to take into account should you decide to outsource your customer service operations:

Data security is critical: A data security incident can be absolutely devastating to an organization and its customers. So, don’t take data security lightly when shopping for an outsourcing provider. Remember that the company you partner with will be responsible for overseeing a large volume of customer information on a daily basis. As such, it’s important to ensure that they have the proper security technologies and professionals in place to keep your data protected.

Technology is also important: In addition to cybersecurity, you should also ask about the technologies that are available to the agents who will be handling your customer interactions. For instance, are they using hardware and software that is old and buggy, and prone to crashing, or new and innovative? Even the best customer service agents need access to fully-functioning, and reliable, equipment.

Location matters: At some point during the outsourcing process, you will need to determine where you want to source your agents. Should you explore overseas contact center markets in places like India or the Philippine? Or, should you opt for domestic workers? In our experience, we have found that domestic contact center agents tend to significantly outperform agents operating from overseas. They are also easier to train and coach when they are working under the direct supervision of a local team member.

Quality over costs:  Something else to consider is that not all contact center solutions providers will offer the same quality of customer service agents. This is one area where it pays to be highly selective. Don’t settle for the provider offering the lowest cost solutions. Instead, partner with agencies offering highly-trained, experienced and driven customer service representatives.

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