Pros & Cons of Call Center Outsourcing
PROS
- No infrastructure investments
- Predictable and manageable costs
- Latest updated contact center technology
- Access to specialized skills
- Saving on manpower & training
- Ease of accommodating changing business needs
- Reduced operating cost & overheads
- Easy scalability of call center operations
- Save on cost of changing technology
- Enhanced Productivity and Customer Service
- Increased efficiency
- Allows business to focus on core business functions
- Cost effective competitive edge
- No Human Resource & Management Cost
- Redundancy
- Dependency on third party
- Loss of direct operational control
- No direct contact of Contact Center staff with Marketing staff
- Difficult integration with other internal company functional organization or applications
Pros & Cons of In-house Call Center Setup
PROS
- Fully owned call center infrastructure and technology
- Constant monitoring on premises
- Direct contact with Marketing and Administrative teams
- Company own administration
- No sharing of resources or premises with any other company
- Capital intensive
- Very high cost of infrastructure deployment
- High maintenance and upgrade cost (hardware, software, and consulting services)
- High costs of employment recruitment, training & retention of employees
- Deviation from core business functions
- Slow or difficult scalability of operations
- High start to end time frame
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