This article was originally posted by Dennis Stoutenburgh on www.stratuscontactsolutions.com
If you have an in-house call center, more than likely your inbound customer service inquiries have highs and lows. The peak times can be seasonally generated, due to new product or promotion launches, product recalls or other known issues. If your business has an in-house contact center that normally handles inbound calls, there may not be any issues managing volume during average operations. However, when capacity is at it’s peak, it may be smart to have secured an arrangement with an outsourced customer service provider who can help with overflow calls and social media inquiries.
There are some definite advantages to having an outsourced customer service provider. For one thing, they oversee the recruiting, hiring, training, staffing and managing of their call center agents, as well as the day-to-day operations so you don’t have to. Companies decide to outsource for a variety of reasons…. Read more.