Outsourcing - BPO
Virtual Call Center To Solve Outsourcing Issues
The trend of outsourcing inbound and outbound contact centers
the past few years have become a billion dollar industry, the
main issue here however are the growing acceptance by companies
to move their outsourced contact center offshore. The large numbers
of Filipino English speaking personnel, Indian technical expertise,
and very low cost Chinese labor have proven to be a worthwhile
management decision for a lot of industries.
There is no need to discuss the advantages of outsourcing contact
centers when even the government itself has begun outsourcing
a lot of their public service lines to outsourcing companies.
The main discussion right now is how to manage the cost of the
outsourcing business on the technology side in the meantime maintain
the level of quality control level on the personnel side.
Outsourcing companies normally have technologies geared toward
achieving this goal. The price for telecommunication hardware
and equipment has been the main financial concern of most contact
centers especially the outsourced ones.
There are also issues of connectivity, IPL reliability, and proximity
to skilled workers. Positioning contact centers to highly skilled
areas reduce the impact of having cheap labor by having additional
costs on office maintenance and salary competitiveness.
If such a technology where a contact center queue can be routed
to anywhere in the world at anytime even to a mobile phone, will
it solve issues. To some it will. If such a technology exists
and in spite of having agents work remotely from a contact center
itself, will it resolve such issues? Maybe it does. If the technology
still allows you to manage your agent’s skill routings, live
queue management, live quality control monitoring and call recording?
Will that reduce the loss of quality control? Probably. If the
extra budget due to the reduction of sophisticated hardware and
brick and mortar office are spent on US quality voice and not
VoIP IPLs? Will that make the phone quality better? Most likely.
In the end, the virtual contact center technology has created
as much questions as it has answered. It has solved a lot of problems
yet created new ones. But aren’t these factors the same issues
when outsourcing is still an infant? Aren’t these the same
concerns when a company decides to go virtual? History has proven
that it may not be for everyone, but if it’s for you. The
impact to your business is enormous.
The technology is already here. It is ready, It can do inbound
and outbound from anywhere in the world to anywhere in the world.
Monitor and manage real time anywhere in the world. The real question
is. Would your business model benefit from having such technology
on your side?
I guess it would.
Carlo Caparras is currently a marketing consultant for several
ISP’s, webhosting, web development, web-services, outsourcing,
colocation, and telecommunication companies including toll free
express (http://www.tollfreeexpress.com)
Article Source: http://EzineArticles.com/
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