My guest Thomas Laird shared his expertise on outsourcing your call/contact center functions. The decision to contract with an Outsourcer or Service Bureau to service your customers is indeed a delicate matter; however, when you choose correctly you will have a long lasting partnership.
We discussed reasons to “think about” using an outsourcer – current costs getting too high to keep in-house, your need to offer more channels (email, chat, video, etc.) to your customers and your desire to have the latest technology to support your customer’s service expectations.
An Agreement is paramount and be sure to include penalties if your established service standards are not met. Site visits, even unannounced, are welcomed by these companies.
Thank you for clicking-in for more information especially to hear his timely “Think Abouts.” Greatly appreciate your sharing with your Social Media Networks. L
