Your business is growing faster than you can service your customers and now you’re faced with a dilemma – should you expand; or should you outsource your call center order to close the customer service gap?

Customer experience (CX) is the differentiator in today’s market – is your brand prepared? Outsourcing can reduce your operational costs, give you access to specialized skills and allow you to focus your resources on your core business activities. But before you decide whether to keep everything in house or look to external expertise, ask yourself the following questions.

1. Is your contact center a commodity or a competitive advantage?

The constant investment in terms of time and money required to keep a contact center operating may be better applied elsewhere in the average enterprise. Is your in-house contact center giving you an advantage over the competition? Or, is it simply a non-core-business function that somebody else could deliver more efficiently without increasing your existing costs?

2. Is your current contact center scalable?

If your existing solution is being pushed to the limit, how easy and affordable would it be to add to it? Is there enough space to accommodate further workstations or would you need to find more office space? How are you going to relocate to another building and seamlessly migrate the service without keeping customers on hold?

3. Is the technology up to date or out of date?

Does you contact center support speech analytics, data analysis and real-time insights – the features that give industry leaders their CX advantage? Contact center technology can go from cutting edge to obsolescence in just a few years. Likewise, customers themselves are changing and the channels of communication that you’re currently supporting – voice and email – will shortly need to be expanded to include messaging, live chat and social channels. Are you ready to build in that capacity?

4. What’s the state of the local labor market?

Is there a large enough pool of potential employees that fit your agent profile in the local area? Can you afford to attract talent on a salary that’s competitive but won’t mean your contact center becomes more of a cost center? Do you have the resources in place for training and onboarding new hires and does you company have the flexibility needed to respond to peaks and troughs in customer contact activity? How easy will it be to ramp up or downsize in line with demand?

5. What are your business objectives?

To outsource your call center at its most basic level reduces your overhead and cut costs. However, today’s leading business process outsourcing (BPO) service providers bring so much more to the table. They add value with greater customer insights, sector-specific knowledge, access to the latest technologies and the capacity to innovate through constant improvement to CX.

Therefore, your business must have a clear focus on what it is looking to achieve and on its long-term commercial goals before continuing with its own contact center or heading into the market in search of the right outsourcing partner.

As a leading global outsourcing provider of customer experience management, we understand better than anyone how critical your customer relationships are. With 150 offices across 27 countries and more than 75,000 associates speaking 48 languages, our contact center associates deliver more than 3.5 million unique customer experiences every day.


Sitel Group


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