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

by Mike Hasler in Contact Center Outsourcing, Customer Service Outsourcing, Mike Hasler

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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The Cost of In-House vs Outsourced Contact Centers: An Infographic

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

Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know. Either way, we’ve put together this handy infographic to help you compare […]

 

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Overcoming the Expense of Customer Service in Major Urban Centers

by Mike Hasler in Contact Center Outsourcing, Customer Service Outsourcing, Mike Hasler

Cost Factors in Major Urban Centers  In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Economists have several arguments as to why different cities […]

 

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