| • |
Ramp-up – Because an outsource provider
has core competencies in developing and executing large customer
contact projects, you can quickly and efficiently custom design
a program to fit your exact needs. |
| • |
Infrastructure Costs – An outsource
provider has already made large infrastructure investments,
such as office space, I/T systems (servers, PCs, software, database
architecture, etc.) and other fixed costs. This not only reduces
up-front capital costs but yearly operational costs as well,
since an outsource provider amortizes those costs among many
clients. |
| • |
Personnel Costs – Staffing costs involve
more than salary and burden your internal systems by adding
healthcare expense, payroll taxes, scheduling, vacation, sick
time and a host of other management logistics that require large
time investments. In addition, a reduction of the in-house workforce
can translate to significant unemployment costs. |
| • |
Training Investment – Training is one
of the most critical time investments in call center operations,
and it’s a key area in which in-house operations exceed
their cost projections. A quality outsource provider has the
trained staff and programs already in place to effectively support
your products without large time investments on your staff. |
| • |
Performance – In study after study,
high quality outsourcing companies have demonstrated greater
performance than their in-house counterparts. This is driven
in part by the fact that an outsource provider must prove its
value every day or risk losing your business to a competitor.
|
| • |
Cost of Sale – An outsource provider
is a lower cost channel for doing business by way of task substitution.
By shifting customer interaction to lower cost sales channels,
it permits the field sales force to focus their time on large
opportunities. |
| • |
Scaling – Outsourcing also enables
an organization to scale up or down, depending on marketing
conditions and current programs. While a spike in activity can
create havoc with in-house marketing departments, an effective
outsource partner can anticipate and scale to your customer
demands, ensuring that sales opportunities do not go cold. |
