Ken Carlon, CEO of Optima, gives his case for outsourcing call centers, something that his company specializes in.
How can outsourcing a call center improve a company's bottom line?
Assuming we are not discussing offshore, in addition to effective utilization, there are the questions of cash flow, staff, facility and equipment. When you take all of these costs off a company's books and turn them in to an almost fixed or predictable cost per customer that a company is paying a vendor for on terms, it cannot have anything but a positive impact on the bottom line. Even the most efficient inhouse call center will still be more cost effective if it was outsourced for that simple reason.
Tomorrow Ken Carlon gives some opinions about when not to oursource. Further reading: The Positive Side of Outsourcing
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An organization by outsourcing lowers a lot of its fixed costs and overheads associated to business support functions by contracting to a 3rd party vendor. This alone is savings and it gets a multiplier effect when you take into account the income disparity between the outsourced location and parent location.
However often times, there are issues related to quality, security and slightly more management overheard in the initial phase of transition of services externally.
Thanks and Regards,
Sandeep
www.Qiu-inc.com
Posted by: Sandeep Balaji | October 15, 2007 2:51 AM | Permalink to Comment