By Kathy Sisk
To conclude our series of articles on outsourcing success, here are two optional topics we need to address.
Consider an Independent Project Manager
If you are not comfortable selecting the ideal agency for your company and managing the relationship, or if you simply don’t have the time, you may wish to consider outsourcing this to an expert. Try one of the many independent project management companies in the business of helping you not only to select the agency, but also negotiate the terms and rates on your behalf.
In addition, these companies can write call scripts, monitor agents remotely, and manage your account from beginning to end. Should you decide to outsource through an independent project management firm, be sure to use the steps provided earlier in this series to help you narrow down the selection process and find the ideal project manager for you.
Benefits of Strategically Small Outsourcing Ventures
Many believe that outsourcing is an all-or-nothing venture. But it doesn’t have to involve shutting down an existing operation or handing off the entire operation to a third party, thus leaving your employees jobless.
Many companies have found that outsourcing even just a small percentage of calls based on specific times or call types can be an effective way for their organization to:
- handle heavy call volumes during peak hours-of-the-day, days-of-the-week, or weeks-of-the-year
- expand hours of operation
- provide crucial coverage during service interruptions at the call center (disaster response and crisis recovery)
- cut call-handling and seasonal-hiring costs
- free up agents to focus on more complex or profitable transactions
- conduct outbound call handling such as cold calling or reviving lost customers
No matter what you decide, the call center industry is still thriving and growing. Call center excellence is essential today more than ever to ensure your operation. Or if you choose to outsource, you can access the right tools, hire exceptional talent, and provide ongoing soft skills training, monitoring, and coaching.
Your customers are your most important asset. Therefore, handle your interactions with them with excellence.
For more information about setting up, reengineering, outsourcing, and project managing your call center operations, Kathy Sisk Enterprises can help you. They have over forty years’ experience with satisfied clients and centers across the globe.