BUSINESS PROCESS OUTSOURCING
BY PIER RAGONE
THE OTHER REASON TO OUTSOURCE IT’ S NOT ABOUT COST. IT’ S ABOUT COMMITMENT.
Yes, there are plenty of practical reasons to outsource your contact center. Cost, coverage, scalability, language support, and speed all make sense on paper. But there’ s a deeper, more strategic reason companies should consider. And that is whether they want to have a productive relationship with their contact center.
Some organizations may not be willing to build the kind of relationship it takes to run one well. And nobody wants to be in a one-sided relationship.
Anyone who has stayed too long in something unbalanced knows the feeling. You show up, put in the effort( yes, investment), and slowly realize it is not mutual. It becomes awkward. It becomes unproductive. Eventually, it becomes unsustainable.
And if the investment isn’ t there, the contact center deserves the respect of a clean break and a partner that understands what this work truly requires.
22 CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
WHAT MAKES CONTACT CENTERS DIFFERENT?
So before deciding whether to keep your contact center in-house or to outsource, let’ s understand what makes them different.
A contact center is not just another department you can plug in and expect to perform. And for someone unfamiliar who hasn’ t lived it, what they do can look messy. It can seem like noise.
Centers carry a unique emotional load, operate under constant scrutiny, and respond to live customer pressure in real time. Expectations are high. Grace is low.
A CONTACT CENTER IS NOT JUST ANOTHER DEPARTMENT YOU CAN PLUG IN AND EXPECT TO PERFORM.