Call center outsourcing has ushered in a radical paradigm shift in the way businesses consider traditional customer service. With the introduction of new technologies, organizations are finding that they can better serve their customers without sacrificing the fiscal and human resources necessary to host these tasks in-house.

However, as outsourcing call center activities is a concept in constant flux, the businesses that utilize best-practices should hold an edge in the market. From wireless technologies to survey-based functionality, call center outsourcing is proving to be a critical spoke in the branding wheel. The concept is simple--give customers a reason to interact by providing convenience and value with every contact. While that may sound easier said than done, call center technologies that incorporate social media networking into their operations have made surprising headway.

The Mounting Challenges Call Centers Will Face

Understanding the roles that call center outsourcing may potentially play in Business 2.0 requires examination of the challenges it faces. The Marktforschung blog cites Datamonitor findings that discuss the state of the industry and how these factors may shape the future. CEOs considering outsourcing call center functions would do well to take these into account for strategic planning:

• Price Sensitivity. Clients are continually looking for cheaper rates and high service quality levels
• Onshore Contact Center Deployment. Due to political considerations and lower prices in western markets, onshore could gain traction
• New Business Models. Enables contact center outsourcers to broaden revenue bases and encourages commercial diversification

Critical Communication--Provided from the Comforts of Home

According to Rob Duncan, Chief Operating Officer of Alpine Access, Inc.--a Denver, Colorado-based provider of call center services--call center operations that operate from home-based locations hold particular benefits over the traditional call center arrangement. Duncan explains that adding wireless services to home-based operations expands business reach and maximizes the convenience of customers who interact with the business.

In 2002, only 47 percent of Americans had wireless service. Now, 90 percent of Americans have a cell phone. Home-based call centers, specializing in one-on-one communication with customers without office distractions, can utilize cell phones as a means to make immediate and assured contact with clients. The result is lower abandonment and increased call satisfaction.

The Future of Call Center Outsourcing

For companies hesitant about giving up full control of their call center operations to a third-party vendor, the hybrid approach is always an option. According to IT News India, some businesses are using Web-based technologies to join forces with outsourced call centers. First-level calls can be handled in-house, while calls of a marketing nature are fielded by outside operators. CEOs can triage call types to get the right professionals on the line in the shortest time possible. The outcome is increased resolution of problems and optimized lead-generation for marketing campaigns.

The bottom line is that businesses who attempt to handle call center service in-house are placing themselves at a decided disadvantage. Why not remove the burden, leave these principal operations to the experts, and concentrate on exploring new markets and advertising channels?

Sources

Datamonitor

ITNewsAfrica.com

Technology Marketing Corp