Outsourcing can have significant benefits but is not without risk.1 Some risks can be anticipated and addressed through contracts. Others, however, are harder to anticipate or deal with.
As a general principle, functions that have the potential to ‘‘interrupt’’ the flow of product or service between a company and its customers are the riskiest to outsource. For example, outsourcing call-center responsibilities can result in customers being dissatisfied with the product or service and, thus, in higher product returns, lower repurchases, or complaints that could endanger the company’s reputation.
The second riskiest type of activity to outsource is one that affects the relationship between a company and its employees. Outsourcing the human resources function, for example, can affect employee-hiring quality and outsourcing payroll and benefits processing can result in information breaches that generate identity theft issues and resultant legal issues. By contrast, support functions such as accounts payable and maintenance are less risky to outsource because they have few direct links to customers or internal organizational processes.
More formally, risks associated with outsourcing typically fall into four general categories: loss of control, loss of innovation, loss of organizational trust, and higher-than-expected transaction costs.
Why would you put your company to risk by outsourcing without the expertise and know-how that is required?
When you work with us, you’re basically hiring a call center outsourcing expert at NO COST. Our team at Call Center Optimization Group knows the call center business from the inside out and we know we can make a real difference for our clients and their business. We’re not here to simply connect our clients to the right service provider. We’re here to help them make informed decisions, minimize their risks, solve their problems quickly and easily, and position their company for long-term growth and success. We will take your company through all of the steps in the Outsourcing Lifecyle pictured above, and make sure your call center outsourcing initiative is implemented and sustained without all of the risks associated with it.
At Call Center Optimization Group, we do the work for you – research and vet providers, negotiate favorable pricing and more. We give you the information you need to minimize the headaches and make the smart choice for your business. Finding the right call center outsourcing solution can be complicated, stressful, risky and very time-consuming. Don’t go it alone!
At Call Center Optimization Group, we have a large network of affordable BPO outsourcing providers available to help you with any size project, across multiple business verticals. Our partners range in size from large tier 1 contact centers to small regional providers and everything in between. Additionally, our partners provide a full suite of omni channel services to be there for your customers; regardless of how they want to interact with your business including inbound phone support, outbound calling, email, chat, social media service and more. Our partners also have experience in Sales, Customer Care, Tech Support, and Collections, as well as have various industry certifications including PCI, HIPPA, GLBA, SOC 2 and many others.
We have built our BPO partner network through our own personal experience outsourcing to BPO partners. We’ve worked with call center operations in over 20 countries and across six continents. Our familiarity with the business climates all over the world give us a keen awareness of the market dynamics that fit best with your business and program needs.
Whether you are looking for a provider close in proximity to your own business or if you are looking to take advantage of site redundancy or offshore pricing, we have the perfect solution for you. Best of all, our call center brokerage services is FREE TO YOU. Whether it’s healthcare, financial services, sales, collections and more; we can find your organization a great partner to help you accomplish your goals. We are your outsource partner destination!