By Alan Adler
COO
Outsource Pros

Sometimes it’s not a question of “if’ you’re going to make a change to your call center operations, it’s a matter of “when” you want to commit to making the change.

Spreading your call center operations among multiple providers may have offered benefits in the past, including:

• A safeguard against natural disasters. If a typhoon hits the Philippines, a second provider in Mexico could ramp up to cover for the loss of service.
• Access to multiple skill sets and languages catering to your customer base.
• A built-in competitive analysis of going rates in specific markets.

This approach works for some organizations – organizations that have the staff to oversee multiple providers and who can manage the continual compliance requirements that only seem to become more demanding every year. If you have the resources, this may fit your organization but as we all strive for competitiveness, some considerations are hard to ignore.

Pitfalls of Multiple Providers

1. Fragmented Oversight When organizations employ multiple call center providers, they can struggle to maintain a clear line of sight in their operations. Each provider may use different systems, processes, and reporting methods, making it challenging to get a comprehensive and consistent view of the overall performance.

2. Inconsistent Service Quality Multiple providers can lead to variations in service quality. Different providers may have different standards, training, and approaches, resulting in an inconsistent customer experience. This can damage your image and reputation and lead to customer dissatisfaction.

3. Complex Communication Managing multiple providers requires extensive coordination and communication. This complexity can lead to delays, miscommunications, and inefficiencies, further hampering the ability to maintain control over operations.

The Case for Consolidation

1. Regaining Control and Transparency: By consolidating your outsourced operations through a single provider or partner, you can regain control and transparency. A unified approach allows for consistent reporting, standardized processes, and a clear understanding of who is supporting your business and customers.

2. Streamlined Operations: Consolidating operations reduces the complexity of managing multiple providers. With a single point of contact, communication becomes more straightforward, and decision-making is accelerated. This streamlined approach leads to increased efficiency and effectiveness.

3. Consistent Service Quality: A single provider ensures that all aspects of your operations are managed with the same standards. This consistency enhances your customers’ experience, building trust and loyalty with your brand.

4. Cost Efficiency: It’s not a race to the bottom but working with a single provider can lead to significant cost savings. By eliminating redundancies and reducing administrative overhead – like a large supervisory staff – you can achieve better profitability while maintaining high-quality service.

5. Better Alignment with Business Goals: A single provider can develop a deeper understanding of your business objectives because they work directly with you. By doing this, they can tailor their services. This alignment ensures that your outsourced operations are integrated with your overall business goals, driving growth and success.

Consolidating your call center support may be simpler than you think. Partnering with a matchmaker like Outsource Pros can simplify the process.  We work with providers around the world to give clients options – options in their markets, options in their skill sets and languages, and finally, options to remain cost-competitive.  

Many organizations have inadvertently sacrificed control over their outsourced operations to pursue inefficiency but achieved the opposite. By consolidating support through a single provider, businesses can regain visibility, streamline operations, enhance service quality, and achieve significant cost savings. This strategic move not only addresses the challenges of fragmented oversight but also positions organizations for long-term success in a competitive market.

Let’s discuss how consolidating your call center operations makes sense.