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Is Outsourcing Right for Your Business?



Call center executives all over the world get faced with this question at some point in their career.  Doesn’t matter how big their company is or what industry vertical they are in because at some point, every organization is faced with the pressure to do more with less.  Reducing expenses in the wake of increasing competition is a harsh fact of life for every business.  The good news is, outsourcing some or all of your call center operation, can have significant cost control benefits but the thought of giving up the control of how your brand is represented to your customers, can be scary.

When trying to determine if outsourcing is right for your company, ask yourself the following questions:

  1. “Does the cost of servicing my customers have to come down?”
  2. “Can I reduce the cost of my existing services operations without sacrificing quality?”
  3. “Can our company’s call center effectively handle seasonal or marketing driven call volume spikes?”
  4. “Do I have the space internally to grow my call center?”
  5. “Is our call center operation getting too large and complex to effectively manage it internally?”

You can ask yourself these and many other questions that will help you determine if outsourcing your call center is right for you.  Many companies start small call centers when they are young to support their growing customer base and eventually realize as they grow that their call center has gotten unwieldy.  Our team at Call Center Optimization Group has had many of our clients tell us;”My company is not in the call center business.  How do we get out of this?”.  In this case, outsourcing is a phenomenal option that helps these clients to move their call center operations to the “experts” while allowing them to continue to focus on their business.

There are also basic questions that will help you to determine if it is time to outsource your call center.  If your call center is growing but you physically do not have the space, outsourcing is a great solution.  If your existing call center is having a hard time servicing your customers during seasonal or marketing driven call volume spikes, call center outsourcing can solve this problem for you as well.

If you have asked yourself these and other questions, and have determined that it might be time for you to consider outsourcing all or some of your call center operation, you do not have to do it on your own.  Call Center Optimization Group has built one of the largest call center partner network in the world.  All of our call center companies are fully vetted and have to meet rigorous standards in order to make it into our network.  When you reach out to Call Center Optimization Group, you can trust that we and our partners, will put your customers first.

Our Call Center Partner Advisors will document your project requirements in detail and only engage call center partners that have the skills and experience to service your most precious resource; your customers!  We always bring multiple call center partners to the table for you to review, each of which is scored and ranked based on a strong set of criteria, established by our experienced call center executive team.  We will also advise you during contract negotiations, enabling you to save a ton of dollars over the life of the contract.  When you decide to outsource your call center, Call Center Optimization Group will be with you every step of the way. 

The best part is, we do not charge our client’s for our call center partner referral services.   We are paid the same commission % by all of our call center partners so you can rest assured that our team will always put you and your customer’s interests first. 

If you are ready to outsource some or all of your call center operation, call Call Center Optimization Group today.  At “CCOG”, we have information you can use and advice you can trust.

Click here for more information on our Call Center Partner Referral Services.

Doug Deker – COO Call Center Optimization Group