Common Outsourcing Pitfalls & How to Avoid It
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5 Common Call Center Outsourcing Pitfalls & How to Avoid Them

As your business grows, it may be difficult to build your internal infrastructure quickly enough to meet its needs. Looking for help outside your company, like call center outsourcing, can ease the burden on your company while offering quality service for your customers.

Don’t let feelings of urgency prevent you from making the best decisions for your company. You may end up in a situation where you are causing internal problems while spending more instead of cutting costs. Keep a clear head, and avoid these common outsourcing pitfalls.

1. Hiring Without a Plan

Find areas where your company’s growth is inhibited by a lack of staffing or resources. When done correctly, outsourcing will help your business grow without sacrificing the time, energy, and money needed to build internal infrastructure.

Make sure you understand what functions you’d like to look into, like call center outsourcing, as well as how much you can afford to spend before hiring a service.

2. Outsourcing Core Competencies

Along the same lines, you don’t want to outsource what makes your company unique. After all, part of the point of outsourcing is allowing you and your employees to spend more time on each of your specialities.

You don’t want to pay a lawyer or engineer to answer the phone all day instead of working on revenue-driving projects.Conversely, you don’t want to move your main revenue and strategic projects outside of your office.

When deciding what functions to outsource, look for activities that take up the time of employees you’d rather have working on more specialized projects.

3. Committing Too Quickly

When looking for a new employee, do you hire the first person who shows up in a nice outfit and claims they can do the job? Probably not. You likely screen through many resumes before selecting a few promising candidates to interview.

Don’t fall for the first flashy commercial with outlandish promises you see. Take note of your priorities, and look for a company that meets your business’s needs.Pay attention to past customer reviews, company culture, and specific service offerings.

4. Undefined Expectations

Both parties should understand each other’s expectations. Discuss important topics like deadlines, expected quality, communication with customers, processes (and associated fees) for additional services in the future, and more. Make sure your contract outlines the next step in the event that expectations are not met on either side.

Clear definitions allow outsourcing companies to meet or even exceed, the standards you desire.

5. Failure to Communicate

Communication shouldn’t end as soon as a contract is signed. Keep the channels of communication open, as this will help both parties avoid unnecessary confusion and frustration. Provide and request regular feedback.

Follow up all verbal conversations with a written record to ensure stays on the same page throughout the process.

If you’re ready to discover how services like call center outsourcing can help your company grow and succeed, contact ROI Solutions today.

Han Butler

As Chief Revenue Officer, Han specializes in developing clear, unique and compelling value propositions which disruptively differentiate products and brands in cluttered markets. Han has a passion for working with people on creating value and opportunity, both in companies and communities. Nothing is more rewarding than working with a group of fun and talented individuals to create something greater than we could accomplish individually.

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