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.
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more