[Video] 3 Takeaways from Our Google Hangout: Call Center Outsourcing

Call Center | 2 minute read

3 Takeaways on Call Center OutsourcingLast week, Fonolo hosted yet another insightful Google Hangout, discussing the true challenges of outsourcing your call center. This fabulous panel of BPO experts shared their thoughts and comments on critical issues that your contact center should keep in mind. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

Let’s take a quick look at the panelist introductions: Neal Topf, President at Callzilla, Mike Elmalem, Director of Business Development at Affinity Global, Eric Berg, Vice President at All-Calls Call Centers, and Shai Berger, CEO and Co-Founder at Fonolo.

Do call centers avoid offshoring because of consumer perception?

Eric Berg published on article on Contact Center Pipeline where he cited a study from Purdue University that found that 65% of consumers would change their buying behavior if they learned that a company, with which they were doing business, used an offshore call center, even if they were satisfied with its customer service. Because of this, many organizations are seeing value in bringing contact center jobs back to America. In fact, the percentage of calls being outsourced to foreign countries has decreased consistently over the past few years across almost every industry: 30% in 2008 versus only 12% in 2014.

So the question remains, do contact centers avoid offshoring because of consumer perceptions?

Listen to Eric explain this article and what the other panelists have to say.

What regulatory stipulations should call centers keep in mind?

The protection of a customer’s proprietary information and intellectual property should always be a critical consideration in any BPO transaction. Security and data privacy are also among the top concerns for customers considering a BPO. These functional areas can often be subject to stringent legal requirements.

So the question remains , what regulatory stipulations should call centers keep in mind?

Listen to Neal address security concerns, and hear what the other panelists have to say.

What common mistakes should contact centers look out for?

Gartner predicted that 80% of customers service outsourcing projects that were designed to cut costs would actually fail. Many problems contributed to this fail including, incomplete processes and lack of management. But this doesn’t mean that outsourcing should be completely ignored. Gartner also predicted that when executed correctly outsourcing projects could result in cost savings of 25-30%.

So the question is, what common mistakes should contact centers look out for?

Listen to Mike as he starts off what he explains is a “huge” topic.


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