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Contact Centre Outsourcing vs. in-house
Investing in customer service strategy is a critical step for companies that want to remain competitive in today’s customer-obsessed environment. Contact Centre and Customer Care are major variables in reflecting your CX commitment to your customers.
Call and Contact Centres are the customer’s first point of contact with an organisation, their experience with the Call Centre staff contributes to their perception of the business commitment to Customer Experience and the of the quality of service provided.
Consequently, many businesses believe that the only way to handle call centre processes is in-house. However, as companies grow, their Customer Care services begin to consume more cost, effort and resources to maintain and in many cases, leave Senior Mgmt. and Executives with less time to focus on growing their businesses. This is the tipping point where businesses may need to consider Outsourcing Contact Centre partially or fully.
Benefits of Contact Centre Outsourcing
At Mentor CX, we help you achieve your Customer Experience strategy goals. Our exceptional Call Contact Centre Outsourcing solutions will enable you to achieve customer satisfaction and loyalty while focusing on your core business and minimise Operational costs.
Here are some benefit for Outsourcing your Contact Centre operations to Mentor CX:
Access to Instant Expertise:
Running an efficient and effective call centres is our core business, so while you are focusing on growing your business, we and our Contact Centre Partners are determined on delivering the ultimate customer experience to your customers.
Cost Effective:
Running an in-house Contact / Call Centre requires a lot of support roles to function effectively including Human Resources for requirement, IT to operate the infrastructure enabling the Contact Centre to run and Security to ensure the Contact Centre operations are safe and secure.
When you outsource your contact centre functions to us, we will provide you access to these support functions, so you don’t need to hire them yourself saving you direct labour costs whilst still accessing all those specialist skills.
Further, the Hourly Rate for a Customer Service Representative through Mentor CX starts at $12, this is less than approx. 50% of the cost of hiring an in-house Contact Centre Agent in-house.
Reduced overhead:
Delivering your contact centre services in-house comes with significant overhead cost including Technology [Infrastructure, Hardware (laptops, monitors, phones, headsets etc.) and software (including WFM*) required for the contact centre operations as well as the resources needed to run these technologies efficiently and securely. Further, the additional floor space required to accommodate the in-house Customer Service Agents and its corresponding cost having in mind the high lease costs in major cities in Australia.
