In this day and age, every company should recognize that having a strong brand is essential to success. But recognition alone doesn’t necessarily translate into effective practice. Brand isn’t just a logo, letterhead or corporate identity. It’s not even the product. Brand is how an individual feels about a company.
No matter what the product or service, a company’s image and brand is shaped by what the customer hears on the other end of the line. On the one hand, your contact center can be a priceless resource that sustains and cultivates loyal customers. On the other hand, one bad experience can undo a year’s worth of great customer service. For this reason, when looking to outsource your call center operations, selecting the right outsourcing partner is no less important than
selecting the employees who work in your own offices. But how do you know when the time has come to outsource?
Many organizations could save money by outsourcing call center services; however, they should thoroughly analyze all costs involved, from both sides of the fence, says Dana Allender, vice president of new business development at InfoCision.
“When looking at whether to outsource or not, companies really need to take a look at the hidden costs of making their own calls, such as hiring, human resources and benefits,” he says.
The cost to hire a single new employee can be as much as $5,000, including the employee’s wages and benefits, recruiting costs and training.
“We’ve found that more times than not, when you look at these costs, outsourcing to a company like InfoCision is generally less costly than performing these services in-house,” Allender says.
Outsourcing also enables the organization to concentrate on what it does best, its core business, by relieving it of extraneous call center issues. It also makes call volume flexibility and scalability possible. For example, when a smaller in-house call center sees a large increase in its call volume, it could take a few days or even a few weeks to bring in additional employees, leading to lost calls, sales and customers. On the flip side, if the in-house call center is experiencing a downturn in calls, the company might have to let people go and deal with the layoffs’ effects on morale internally and image externally.
A larger call center like InfoCision, on the other hand, has the experience and resources to handle the rises and dips in call volume effortlessly so prospects consistently receive exceptional customer service.
An outsourcing partner can also bring experience and knowledge to the customer service table. InfoCision’s Communicators have industry-high call center tenure rates of more than four years on average. Seventy-five percent are full time, and all Communicators work an average of 35 hours per week. They also receive detailed program-specific training so they become experts on the client’s program they are working on.
This is an excerpt from InfoCision Marketing Solutions Magazine, Fall 2011.