Outsourcing a Call Center is Best?

By Sheila Shanker
Updated: August 24, 2011

Within the hosted contact center industry, some outsourcers purchase their own equipment, while others deploy third parties solutions. The outsourcers that own their own system run the risk of their systems being idle during low-season, while not being nimble enough to handle huge spike in clients.

The outsourcers that use third parties can provide a much more flexible setup with not much investment outlay, including savings in training personnel. This type of outsourcer can advertise and deliver services in a matter of days/weeks, not months, a major competitive advantage.

Consider the scenario where a low-volume customer starts a new sales campaign and the traffic more than double overnight. If this customer has an outsourcer that owns its own hardware and licenses, it may not be able to handle the huge spike in volume right away. If the customer has an outsourcer that used a third-party solution, the situation is usually not a problem because excess capacity and extra licenses can be added on the fly.

Many clients want an outsourcer that is available at all times and that has a viable disaster recovery plan. These requirements can be met with a geographically redundant situation easily achieved when an outsourcer uses a well-maintained and reliable third party solution.

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