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Outsourcing Your Telemarketing or Contact Centre: A Winning Proposition for Your Organization

George Pettit

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In this day and age when conducting business is as expensive an undertaking as ever, it often makes sense to outsource contact centre, call centre, telemarketing or customer service functions. Since there is a choice to either keep these functions internal or farm them out to a competent provider, often many companies with customer service needs find themselves at a crossroads on this issue.

Many organizations believe that keeping these functions in-house makes for a more tidy and efficient operation. What they may not realize, however, is that keeping it all in-house may be costing your company in overhead, productivity, and quality of service.

As with most things in life, let the experts handle what they do best! Often, the diversification of skill sets inherent in in-house phone operations can be a real liability. Why divert attention from your core business by worrying about training employees in unrelated skills? Leave your tele sales and customer service to organizations that are expert in these functions. In the end, you will end up having your telemarketing done by employees that are fully trained in the newest sales techniques. Your customer service centre will be staffed by outsourced workers who fully understand the subtle nuances of making your clients happy. Why bother with training your own people in these areas when other providers already have trained personnel ready and waiting?

Oftentimes, expertise in one field does not qualify an organization for a claim of efficacy in another. A company that manufactures a superior widget may think they are a great sales organization when, in reality, their expertise lies solely in the manufacture of widgets. Do not fall into the trap of thinking that a telemarketing or customer service centre is an area that any capable business manager can establish and maintain; it is not. Erring in this regard can cost you customers at best, and, at worst, can cost you your company image.

In addition to the pitfalls outlined above, there are often extra administrative costs associated with establishing, as well as maintaining, an efficient call centre operation. Expenditures such as contact management software, advanced phone systems, and supervisory man-hours spent in call observation and employee training can really rip into any budget. If a company is going to allocate significant resources to such operations, it would make sense to put into place the best professional team that your money can buy, instead of winging it and relying on your own devices.

Once every factor is considered, many feel that in the end it is simply best to leave the contact center operations to professionals. Afterall, they know how to surpass expectations in their highly specialized business just as well as you know how to shine in your own.


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