Amy Bennet

Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

by Amy Bennet in Amy Bennet, Contact Center Budgeting

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip […]

 

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What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and […]

 

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70 Customer Care RFP Questions (An Updated List + RFP Template)

by Amy Bennet in Amy Bennet, Contact Center RFP, Customer Care

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never […]

 

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ESG and the RFP: How to Assess Your Outsourcer’s ESG Efforts

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t […]

 

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You’re Asking the Wrong Questions: A Better Way to RFP for Outsourced Customer Care [eBook]

by Amy Bennet in Amy Bennet, Contact Center RFP, Customer Care, eBook

The RFP is the slog you need that 3rd cup of coffee to get through—especially when it’s an RFP for outsourced customer care. After all, we’re talking about a complex, customer-facing solution that needs to align seamlessly with your brand. In our experience, technology, attrition, and business continuity are the hot three areas of any […]

 

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On-Site vs Virtual Procurement: The Best Way to Find Your Contact Center Outsourcer

by Amy Bennet in Amy Bennet, Contact Center Outsourcing

It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to […]

 

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Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study]

by Amy Bennet in Amy Bennet, Case Studies, Contact Center Outsourcing, Customer Service Outsourcing

  Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, […]

 

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