Getting Comfortable With the Outsourcing Model

As a contact center manager, you may be kept busy all day conveying guidance and instructions to agents. If that’s the case, you may want to step back from your hands-on approach for a moment and take a bird’s eye view of the service you’re providing when customers reach out to you. Is your team hitting the mark to ensure maximum contact center services ROI? If your analysis determines that your contact center struggles in this regard, you may need to head in a new direction.

Partnering with a third-party contact center service provider may be your answer. Does the loss of control that such a change may bring concern you? If so, know that the perks will far outweigh any challenges. In fact, many organizations are turning to the outsourcing model—and enjoying customer service benefits and considerable cost savings as a result. This is evidenced by Everest Group research that shows that the global third-party contact center market grew at about 7 percent in 2013 to reach almost $75 billion. Since 2009, per the report, the contact center outsourcing market has witnessed steady growth with increasing contract activity.

So why does partnering with an experienced third-party company, like InfoCision, make sense for your business? For one, outsourcing core contact center processes and workflows will allow your organization to provide 24/7 customer service at a price point that won’t break the bank. When contact center costs, such as for operations, infrastructure, overhead and labor, are significantly reduced—that is, being handled by an external service provider—the savings can be significant.

What’s more, customer service quality can be enhanced through a third-party arrangement. For example, at InfoCision, quality is the cornerstone of our contact center outsourcing program; each of our facilities hold 48 to 72 workstations with a 9-1 Communicator-to-supervisor ratio. This ratio inherently assures that contact center programs will be executed seamlessly, remain compliant with government regulations, and that Communicators will adhere to high-quality standards.

At InfoCision, we ensure our services are defined by excellence so our clients receive the very best contact center assistance and the highest possible ROI for contact center services. Click here to learn more.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.