5 Campaign Ending Errors in Outsourcing
Outsourcing is an integral process in the global economy that can enrich the growth and services of a company greatly. Outsourcing offers so many benefits that companies sometimes find themselves jumping into the process with little to no education. These errors can be potentially fatal to a call center campaign and end up putting the company who is set on outsourcing out when it comes to their product, time and money. In this blog, we will discuss five possibly campaign ending errors companies can find themselves grappling with when it comes to outsourcing.
- Too little research was done when it comes to the company who will do the outsourcing.This is a basic fundamental when it comes to outsourcing. Some companies will simply hand the business over to the easiest company. This can be beneficial in terms of alleviating the stress of the campaign in the beginning but can be seriously detrimental to the long-term success of a call center campaign. Simple issues like verbiage training, basic call center training, drug tests, and continual investment in agent success are all things one should look into seriously when outsourcing. If the process is easy in the beginning, it may result in potential losses down the line that may be unrecoverable and set the company who is outsourcing back more than they are comfortable.
- Leadership is not a good fit.An enormous mistake a company can make involving a potential outsourcer is that they do not meet and gauge the success of call center leadership. Many times in terms of offshore outsourcing, leadership may not travel to the site to meet personally with leadership. This could be potentially devastating to a campaign because the leadership of the outsourcing company is not on the same page with the company who needs the outsourcing service. By getting to know leadership and by building that trust, future problems can be avoided and transparency can be cultivated that benefits both parties.
- The cultural aspects don’t mesh.Another equally important factor is that the campaign the client may be outsourcing simply doesn’t mesh with the company is doing the outsourcing. If these cultures don’t mesh with the client’s culture when it comes to the product, then the customer service or sales relationship will suffer on the phones. Making sure that there is a seamless culture between the outsourcer and the client is nearly as important as cultivating great culture on the call floor.
- Data metrics are not well defined.A call center campaign’s performance is only as good as the metrics which define that performance. Many call center campaigns end because the metrics they provide their clients are not accurate. This is terrible for the client because it provides them with incorrect data and pushes the problem further out, possibly to a point that the campaign folds completely. By having an accurate display and reporting of data metrics, a call center is able to keep the client in the conversation about areas that are doing well, as well as areas that need to improve.
- No effective regimen of communication.Perhaps the most detrimental and campaign ending aspect of all is that no effective communication can occur between the outsourcer and the client. By not communicating, it is only a matter of time before those relationships are sourced on another side. Productivity will be greatly affected by the outsourcer because they are not kept striving for more by the client, and the client will grow bitter due to the fact that they are not given an effective way to vent their concerns. By maintaining constant and direct communication with call center management, a client will be more likely to be invested in that campaign, and will, therefore, invest more time and resources to the success of that campaign.
These are but a few factors that can potentially end a call center’s outsourced campaign. By making sure proper research is conducted, data metrics are well-defined, leadership is competent, communication is clear, and that the culture is effective and engaging, clients are more easily able to identify an effective outsourcing campaign that will last for years to come. This will equate to a more mutually beneficial relationship for both client and outsourcer and stands to be profitable for both parties, as well.