BUSINESS PROCESS OUTSOURCING
That’ s why contact centers track customer and employee satisfaction( CSAT and ESAT) so closely. Not out of obsession, but because they reflect something real. One tells how the customer felt. The other tells how the team is doing. And one drives the other.
Great centers take pride in both. Their cultures rest on two things: people care and customer care. Get the first one right and the second follows. They live that. Every single day.
SO, WHAT’ S THE REAL DECISION?
It’ s not“ Should we outsource?” It’ s“ Are we ready to invest in this relationship?” This isn’ t plug-and-play. It requires systems, rhythms, leadership styles, and emotional fluency. If there’ s no appetite to learn that, that’ s fine. Just be honest. Let it go and find a partner who knows how to do this right.
... NOT EVERY OUTSOURCER WILL OUTPERFORM AN IN-HOUSE TEAM. AND NOT EVERY IN-HOUSE TEAM BLEEDS THE BRAND.
Because when it works, you get more than great service. You get insight. Agility. Loyalty. And future leaders shaped in real-time humanity.
But if you’ re staying in? Then go all in. Invest in people. Learn the language. Respect the culture.
Otherwise, it’ s not a relationship. It’ s a liability. And that’ s exactly how it will behave.
Finally, not every outsourcer will outperform an in-house team. And not every in-house team bleeds the brand.
The difference lies in how the contact center is treated within the organization. If it’ s viewed as an extension of your customer promise and given the investment, clarity, and leadership it deserves, it can thrive and deliver value.
But when the complexity is unseen or the relationship is neglected, performance and loyalty will erode quickly.
The choice is yours. But the consequences, either way, will impact your organization and above all your customer. So, decide wisely.
Pier Ragone is a customer experience and contact center leader with over 25 years of impact in both in-house and outsourced environments. He has scaled teams, led transformation in complex service operations, and played key leadership roles in several high-profile Canadian startups. You can reach him at ragonepier @ gmail. com.
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