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Article - Are outsourced contact centres destined to fail everywhere in the world?

The people are there, the technology is set-up, the training has taken place you are ready to launch your all singing and dancing outsourced contact centre – the savings are bringing a smile to the chairman’s face but there could still be something very wrong...

• Are the people speaking to your customers familiar with your company vision and values?
• Are they understood?
• Can people relate them to their own roles?
• Do people feel committed to them?
• Does everyone know what they should ‘do’ or ‘say’ to live them?

I ask these questions because I have seen a number of companies who have decided against outsourcing areas of their business while its own employees do not work to the company vision and values – let alone if you are handing over the most precious factor of your business, your customers, to another company. 

Last year I worked with a company who were so committed to their customer experience, they realised after a short time of outsourcing that they could not rely on their customers receiving the high levels of service they aspired to. Outsourcing to a company who did not live and breath their values on a daily basis wasn’t going to be good enough.

Within a few months they bought their contact centre operation back in-house and spent time with the new team to ensure that every customer contact was absolutely clear on vision and values they strived to achieve and how their role had an impact on them.

So whether your contact centre is in-house or out-sourced, spend time with those who touch your customer to ensure that they are completely clear on what you want to achieve – your vision, how you plan to achieve it and the values and behaviours you expect to see and hear within the operation – then your contact centre has a chance of success.
 

 

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