Fortune enterprises need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service providers. The alternative is to handle multiple customer communication channels–calls, emails, web chats, and text messages–in-house. But establishing a multichannel contact center is an expensive proposition. It requires a major investment in facilities, equipment and technology–not to mention the cost, time and energy needed for staff training and ongoing operations.
After conducting a cost-benefit analysis, organizations typically find costs can be managed better, and customer satisfaction improved by outsourcing call centers. There are many benefits that can be realized through an effective outsourcing engagement.