subject: Managing The Cost Of Outsourcing Business [print this page] Outsourcing call centers, outbound and inbound both, have become a billion dollar business and an important thing behind the success is that the most companies have started moving their outsourced contact centers offshore. Thus, managing the cost of the outsourcing business for a contact center is the main thing.
You know that most of outsourcing firms employ technologies to achieve the desired goal. The expense for telecommunication equipment and hardware has been the crucial financial concern for most outsourced contact centers. These are other issues like IPL reliability, connectivity, and proximity to skilled workers. Locating contact centers to the well developed areas can definitely reduce the impact of having cheap labor by having certain additional costs on office maintenance and salary viability.
Suppose, using a technology, a contact center queue can easily be routed to anywhere and at anytime in the world even to a cell phone, can solve the problem. Some people consider that in spite of having agents work distantly from a contact center, work can be managed effectively. On the other hand, some have still doubts whether the technology can really make it easy for you to take care of your agent's skill routing, and live queue management. It is hard to come to a particular conclusion whether the technology can decrease the loss of quality control.
For the above confusion, the virtual contact center technology is the perfect answer. It has really solved many problems and still emerging new ones. As long as outsourcing for a contact center is concerned, virtual contact center technology can meet the needs. It is up to the company, whether they really believe in going virtual. Going virtual is not for all, but for some according to the situation and circumstances. Using this technology, you can do inbound as well as outbound from anywhere to anywhere in the world. Now its time for you to give a thought over it whether or not your business model benefit from this virtual contact center technology!
