Outsourcing call centers has been criticized as sometimes leading to worse customer service. Ken Carlon, CEO of Optima, suggests that companies need to have a level head about the subject.
Isn't there a danger of losing touch or losing control if a company outsources their call center?
Our recommendation is always to insource service and outsource sales for this very reason. That being said if a company is prepared to hire a management company (such as Optima...) or devote the appropriate amount of internal resource to the effort; this can be overcome. The most important consideration is not to assume outsourcing of the call handling means outsourcing responsibility for the function that call center served in your business. An outsourcers primary responsibility will be to their investors, not yours.
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