Top 6 Outsourcing Myths

Posted on May 8, 2012 by Frank Camp in 5/4/12, GCS Express, Newsletter

Usually a single service, offer, channel or response does not work for everyone. At GCS, we offer various solutions for different types of clients. We have to find a way to meet the varing needs of our clients. Providing solutions is our business.

Sometimes, trying a new solution or process can seem a little daunting, like when outsourcing a service for the first time. We see this with prospects and the concerns are understandable. Here are 6 Outsourcing Myths that we’ll bust.

Myth #1: I will lose control if I outsource.

False! In most cases, when contact center functions are outsourced to a provider, management “control” over the key business indicators is enhanced.

We understand our ongoing success from a relationship, revenue and quality standpoint will be driven by our ability to meet and exceed the objectives of our clients. Because our single focus is integrated contact center operations, we can devote a greater focus on the key metrics our clients need to suceed.

Myth #2: My programs will not be managed effectively if I outsource.

In most cases we are using a process similar to an in-house contact center. If you show us how it was done successfully, we excel at replicating the process. Our focus is on your metrics, our timely reporting provides you the data you need for analysis and your dedicatied CSD is providing communication as needed. We are on your team, just as if we worked within your company, with the added benefit that our expertise is contact centers and our processes are designed to increase the effective management of your program.

Myth #3: I will lose the ability to manage costs if I outsource.

Absolutely not. Our systems and processes are designed around managing costs very effectively. With a “laser focus” on contact center operations, we are able to produce greater cost efficiencies through our expertise. Additionally, our accesss to multiple centers, technologies and ideas often allow us to deliver better performance at a lower cost.

Myth #4: I can’t monitor the quality of interactions as well as I can with an in-house center.

You absolutely CAN. We work closely with our clients to define each customer interaction, understand how they want the interaction approached, what’s important to them in terms of customer satisfaction and the expected outcome of the interaction. From there, we can customize our quality processes to give our clients great comfort that the interaction quality is superior.

In addition, call recording and call monitoring are available in multiple ways and “on-demand” to insure there is 100% comfort that our interactions meet the expectations of our clients. We also have a Quality Verification department dedicated to the process of quality and individual improvement.

Myth # 5: What about disaster recovery/redundancy and spikes in volume?

Contact center companies are positioned much more effectively than most in-house operations to handle disaster recovery and redundancy because we have a network of centers available for clients. At GCS our technology is centralized to allow us maximum flexibility for our customers so if there is an issue in one location, we can engage other GCS locations to support our clients’ programs. This “networked” approach also means that spikes in call volume can be handled more effectively than they could in a single location center.

Myth 6: There are no real advantages to outsourcing multiple customer interactions.

Yes, there are. Especially when different interaction types are available, the utilization of our resources becomes greater, the efficiencies increase and the costs decrease. At GCS, we offer contact blending technologies allowing our representatives to handle multiple contact types from a single user interface (i.e. inbound contacts, outbound contacts, e-mails, chat sessions, etc.). When our people understand your programs they become an expert resource you can leverage to your advantage in multiple channels. Plus, reporting and managent of customer interactions is centralized.

The really good news is how the right relationship with an outsourced contact center provider enhances your customer’s experience and frees you to focus on other core areas of your business.

You gain time, reduce cost and benefit from an entire new team of ideas and resources when you partner with us.

Read more about outsourcing on our blog.