The contact center industry is one of the fastest changing industries when it comes to technologies and strategies. With such rapid changes, companies with insourced contact center are becoming reactive with how they source and manage contact center IT and how agents interact with customers. This results such companies to overspend by a wide margin on insourced contact center technology and telecom investments.
A guest contributor in Spend Matters, Matt West of NPI, a spend management consultancy focused on delivering savings in the areas of IT, telecom, and transportation, listed down 4 reasons companies are overspending on insourced contact center solutions:
1. The contact center IT ecosystem is complex
A vast amount of IT and telecom solutions are required to handle the demands of the contact center industry. A typical contact center technology ecosystem comprises a wide range of inbound and outbound calling services; hardware like call managers, call recording, automated call distribution; countless software, and professional services.
2. Pressure to migrate to omni-channel
Part of the many changes that the contact center industry goes through is the customer demand to push call centers toward the omni-channel. Agents are expected to perform their jobs using not only phone and email, but also through chat, texting, remote desktop and social media.
3. Outdated IT infrastructure
Another change in the industry is the move to digital channels of communication, which has underscored the problem of outdated technology platforms, hardware, and software in many contact center environments. This is especially true in companies with insourced call center operations that have been in place for some time. The challenge continues with the developments of new contact center and customer service trends that will need to be supported by next-generation technologies to stay competitive.
4. Reactive IT sourcing culture
The rapid changes in the contact center industry add pressure to companies to introduce new features or functions ASAP to enhance their services. As a result, cost control and sourcing environment in contact centers become largely reactive. The time research between “we need to do this now” and vendor negotiations are greatly compressed.
Control contact center cost by outsourcing
The many difficulties in managing a contact center within a company can be alleviated by turning to a BPO company. Apart from cost savings, there is a myriad of reasons why outsourcing is greatly beneficial to contact center companies. Outsourcing contact center solutions allows businesses to save money while still providing excellent service to clients. Companies unsure of the latest IT solutions needed to be employed can merely outsource these duties to an outside provider. While there are many factors to consider before using an outsourcing company, the point remains that they can provide a valuable service, not only in cost, but also in production value and quality.