By Steve Brubaker, InfoCision Chief of Staff
The phrase “digital transformation” continues to be one of the hottest buzzwords in business right now, as organizations across all vertical markets are actively looking for ways to improve efficiencies, slash operating costs and drive stronger profits.
Digital transformation is a phrase that you commonly hear in the data center, but it’s now being applied to all areas of the enterprise — especially in the contact center space. Traditional contact centers using legacy infrastructure, after all, are extremely expensive to own and operate and many businesses today — particularly small to medium-sized organizations — are struggling to keep them up and running at a high level.
As such, a growing number of businesses are now outsourcing operations to third party contact center solutions providers. And they are experiencing strong financial returns in the process.
Here are some of the top financial returns that your business will experience by outsourcing the contact center:
Less overhead: Imagine not having to pay for things like rent, utilities and building maintenance in your contact center. A contact center solutions provider will eliminate overhead in your department, giving you extra capital to pump back into important things like research & development.
Zero CAPEX or OPEX: Another major benefit to outsourcing your contact center is that you will avoid having to continuously purchase and upgrade your infrastructure — like your agents’ machines, headsets and customer relationship management (CRM) software. Your contact center solutions provider will guarantee that you always have access to the latest and most powerful contact center hardware and software on the market, for a fraction of what it would cost you otherwise.
Fewer salaries: Contact center agents can cost a lot of money, especially when hiring large teams of them. Again, this can be easily outsourced — eliminating the hassle of having to hire and pay agents, while still benefitting from a full, and high quality, workforce. What’s more, contact centers tend to have higher turnover, which can be very expensive.
Legal protection: This is one of the biggest hidden ROI of outsourcing your contact center. Businesses tend to run into trouble with the Telephone Consumer Protection Act (TCPA) when performing their own customer outreach initiatives, as regulations are very complex. When businesses attempt to form their own customer outreach strategies, often they will make mistakes that can lead to costly class action lawsuits. Contact center solutions providers offer in-house legal teams, to offer guidance for customers and mitigate costly legal problems.
More satisfied customers: Ultimately, outsourcing your contact center will result in happier customers. Contact center solutions providers specialize in keeping customers satisfied and resolving their issues. So businesses can spend less money in the long run, while drastically improving their chances of generating positive service reviews, and fostering loyal customers.