Looking beyond conventional outsourcing advantages

Achieving and delivering conventional outsourcing advantages such as reduced operational costs may still be the primary objective of outsourcing firms. However, certain things have changed over the years such as the inclusion of new deliverables that have become equally important, if not more so than the conventional cost savings. Nowadays, clients demand a lot more than just the conventional cost savings and this is why no provider can hope to stay in business for long until and unless efforts are made to satisfy newer client demands. One of the most prominent of those demands cater to the specific needs and requirements of end-users and require providers to achieve desired levels of customer satisfaction.

Worldwide, businesses have realized that all it takes is a single incident of bad service to tarnish the name and reputation that might have taken years to build. This is why businesses nowadays are no longer satisfied with just the cost savings and demand that service providers ensure that the desired levels of customer satisfaction are achieved. It’s quite simple to understand because what use will be the cost reductions when the business might be losing customers at the other end, due to bad customer service.

These new demands are presently being included in all outsourcing projects that require direct customer interaction such as customer support, technical support, b2c & b2b telemarketing etc. Call centers and contact centers act as the vital link between businesses and their customers and it helps promote business interests if that link is used appropriately. Amongst outsourcing advantages, that’s the one that both providers and businesses just cannot afford to ignore anymore.