Inbound Call Center- Outsourcing vs. In-House
Inbound Call Center- When Should You Outsource?
Skip Ahead: Assess Your Inbound Call Center & Fulfillment Performance Now Go to the Head off the Class!
Should you consider outsourcing your inbound call center operations? Here are a few things to think about:
It’s tough to get and keep great people
What’s the level of commitment among your employees? Even if your in-house call center is doing a good job, the agents are typical employees. They could be gone at any time. At USA Fulfillment, we are all owners. We don’t have “employees,” we have team members. And every team member has a clear, vested interest in our success and growth. No matter how good your people are, no one is more dedicated than we are when it comes to better, faster, higher quality customer service.
If you want to know how you’re really doing now, take this quiz.
The ongoing struggle to get meaningful data from your inbound call center.
Measuring call center performance is the only way to know if your investment is paying off. Or where you need to improve. In-house managers often tell us they’re pulling their hair out trying to get data that qualifies as meaningful, especially in a timely manner. You company cannot be agile or make smart long-term decisions without right-now-timely data. The right call center outsourcing partner can provide real-time information based on your specified metrics, formatted the way you want and delivered to the people you want to receive it.
“We tried it before, and it didn’t work”
Did you just say that? At some point you decided outsourcing offered greater benefits for your company than retaining your in-house call center. So you hired an outside company. And you were underwhelmed with the results. There are lots of reasons this can happen, but at USA we think there is only one fundamental reason: you hired the wrong company. Our advice? Try again. Call us and find out one-on-one why USA Fulfillment is so different.
Do the math!
Cost of customer acquisition is something every company watches. You don’t make a profit until that customer spends more than you spent to attract their interest. Will they continue to buy from you? That depends as much on their shopping and purchasing experience as it does on the products you sell.
Customer acquisition is an essential in-house responsibility. But the follow-up customer care and fulfillment process doesn’t have to be. You can choose to dilute your internal efforts by diverting facilities and human resources to order capture, inventory management, pick and pack, shipping and delivery oversight. Or you could put that time and money toward something else. Marketing, for instance, to acquire more customers. New product development, to generate more sales. Product improvement, to retain more customers with higher satisfaction rates and fewer returns.
The bottom line
Every company is different. Your current challenges and long-term goals are unique, at least in many respects. So what is right for another company isn’t necessarily the best option for you. Ultimately, comparing inbound call center outsourcing to in-house operations comes down to two questions:
- How do you want to spend your time?
- How do you want to spend your money?
Questions? Give us a quick shout. We’ll be happy to answer any questions you may have about our inbound call center.
Don’t just choose any inbound call centers. See how these Inbound Call Centers and Call Center Services can benefit you AND your customers!
