Three Misconceptions About In-House Contact Centers

There’s no debate that having a robust customer service department is integral for success in today’s business landscape. But while this much is certain, there remains a striking divide among customer service executives as to how to provide that support.

While there has been a massive migration towards outsourcing of contact center operations, many businesses are still keeping their operations in-house. There are a variety of reasons that businesses continue to do this, but in many cases the arguments in favor of in-house support are driven merely by misconceptions about what is truly possible when utilizing disruptive contact center solutions.

Below, we have listed three of the most common misconceptions about in-house contact centers today. If these sound familiar to you, it may be time to consider outsourcing a portion of your customer service strategy.

We have more control when we keep our operations in-house- security, features, agents, etc.

Many people will mistake proximity for control. Just because you have agents in-house, using your company’s phones and headsets, that doesn’t mean you’re in control. Who’s managing the back-end logistical and IT issues? Who’s keeping your security patches up to date? And how are your agents going to perpetually train and learn if you’re constantly scaling your staffing to make due on your limited budget?

Outsourcing can provide you the extra agents you need in a pinch when it’s time to focus on training. But beyond agents, you’ll also be able to turn your attention away from the minor headaches associated with managing and maintaining your operations and focus on results—not control.

Other departments can’t communicate without in-house contact center-marketing/sales

It is true that contact centers act like the nerve center of your business operations. As such, it is easy to see why wary contact center leaders would be concerned about silos developing without an on-site contact center. However, the right partner will find a way to integrate into your system for more seamless communication between departments.

It’s an either/or proposition

Sometimes, contact center leaders are paralyzed by the idea that they must abandon all on-premise contact center operations in order to migrate to a hosted alternative. Fortunately, this doesn’t need to be the case. Whether it’s a seasonal spike in call volume or you’re rolling out a new marketing campaign, you may be best suited with a partial scale up to ensure appropriate staffing without breaking your budget.

Don’t let common misconceptions guide your contact center operations. To learn more, click here.