Outsourcing anything is hard. It requires a lot of trust. But if you pick a bad partner, you can always cut your losses and move on. When it’s your customer service, though, it’s harder. It means you’re trusting someone else to care for your customers. If you pick a bad partner, you don’t just have to explain the bad investment to your superiors; you have to win back the trust of your customers.
Like most, you might think that all call centers offer the same services. If you search for a call center partner to handle some or all your customer service volume, you’re met with similar sounding pitches, similar pricing, and similar business models. On-brand support! Omnichannel coverage! White-gloved service!
What if I told you that the call center could be one of the biggest revenue generators in your entire enterprise? Today, the call center is seen by many COOs as a cost of doing business - a necessary evil - rather than as a revenue generating group.
There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog.Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options.
There are many facets to any successful call center, either in-house or outsourced. All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center.