Contact Center on Demand a Second Chance to Outsource

Carlo Caparras
 


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The popularity of outsourcing certain parts of the operation has not only become an accepted norm but a necessity for survival in today’s businesses. Vertical Integration and Control of business processes is no longer the key to financial success. But is it really the management dream to give a 3rd party vendor a part of your operations? For many these has proven to be a serious miscalculation. Losing valued time and capital resulting in loss of profits and jobs.

Is the Idea absurd? Overrated? Or the idea is sound and the execution is not perfect. Either way lots of people have done it using the original wheel. Reinventing the wheel may be the answer to those who have failed with the original one.

Here’s the original idea for contact centers. Given someone with the correct core competency, the phone system, time tested quality control, and dedicated escalation procedure. Then it should be foolproof. Lot’s of ways have been done to improve the process. Specialized CRM, VCC, offshore, and now CCOD.

Contact Center On Demand is cross idea between implementing a VCC using company personnel. Saving tons of cash on infrastructure meanwhile keeping the personnel under their control. Moving the operation offshore with a company representative has worked. Control of personnel, cheaper competent labor and less infrastructure has paid off for most people who tried to out.

They say that “Once bitten, twice shy. " It’s not a bad concept. But offshore CCOD is a whole different ballgame. Implementing several myself for outbound and inbound operations each with it’s own complication yet the hassles are definitely a lot less then setting up a brick and mortar contact center or hiring an established one not knowing if they really perform as advertised.

Having your people work on it will perform as you expected them to, if the loss of discipline due to telecommuting is an issue, it’s your own HR that committed the error and can be corrected. If the phone system doesn’t work as reliable as it should then change vendors. If the person in charge of it doesn’t work as well as expected, everyone is expendable.

CCOD may not be perfect, but having vendors who provide contact center technology and uses the same technology themselves, having a your own trusted manager to run it and having your own HR take care of personnel should be as close to perfection as it could ever get, for now.

Outsourcing in control. By definition CCOD is not outsourcing anymore. It’s an offshore operation. If the model works with manufacturing, the model will work with the right implementation.

Carlo Caparras is currently a marketing consultant for several ISP’s, webhosting, web development, web-services, outsourcing and telecommunication companies including Artemis Telcom(http://www.artemistelcom.com )

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