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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Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources. From call center outsourcing costs and RFP questions to onboarding and strategizing with your new outsourced partner and their […]
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We get it: As a business, managing costs is one of your top priorities. You want to ensure every decision you make is cost-effective and produces sufficient return on investment. That’s why when you’re searching for a new contact center outsourcer, one of your first questions is about pricing. Although we understand the motivation behind […]
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Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service experience to your customers. The challenge is, how does that translate into numbers? Calculating call center costs in order to build a business case for outsourcing depends upon a complex array of factors and considerations. We want to make it […]
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Nothing worthwhile comes cheap. If you’ve ever purchased no-name appliances or cheap, mass-produced electronics, you’ve probably learned that lesson firsthand. The same rule applies to your contact center partner. Hosting an in-house contact center compared to an outsourced contact center represents a strategic investment. There is no denying that outsourcing makes great economic sense in […]
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If you’re already managing an in-house call center, you know that navigating the natural peaks and valleys of call volume presents a complex challenge when calculating call center costs. You know that the ratios and formulas are multifaceted, which can make a direct comparison between in-house and outsourcing a little difficult. This blog post isn’t […]
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It’s the middle of summer – time for vacations, barbeques and trips to the beach. But it’s also the perfect time to start contact center budgeting and planning 2015. I’m sure you’ve heard the old saying, “Don’t wait until you’re thirsty to start digging the well.” This is especially true when it comes to your […]
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