OUTSOURCING – A REVOLUTIONARY ALTERNATIVE TO MITIGATE COSTS AND FOCUS ON CORE BUSINESS COMPETENCIES

Now a day’s call center outsourcing is a hotly discussed matter in IT, accounting, digital marketing, HR, customer support, and development circles because many companies are facing a cash crunch due to lull in business for months together. Unsurprisingly, culprits are COVID-19 followed by the global recession. The previously cash-strapped businesses are now on the brick of sustenance crises which if left unaddressed would cause them to go under. Pinched by financial uncertainty, many businesses are turning to call center service providers to stay lean and ride out the storm.

The outsourcing process involves getting a third-party call center service provider to manage the day-to-day call center roles instead of hiring and training full-time call center agents for in-house management. The advantage of call center outsourcing is that businesses don’t have to worry about software and infrastructure expenses because third-party service providers are already well-equipped. The outsourcing party can decide whether to outsource a portion of call center operations or the entire functions. If a choice is made, SLA and NDA’s are signed and the selected functions are placed in the hands of a service provider.