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•Executive Brief: Improving Customer Service

Companies value their customers and, for most, customer service is a top priority. The desire to retain customers and to expand both mindshare and market share has spawned entire industries, such as Customer Relations Management, commonly known as CRM. Managing CRM operations effectively has become a key concern for companies that recognize the critical relationship between quality customer service and growth. Vendors offering CRM solutions have rushed in to meet the demand, providing options that range from outsourced contact center infrastructures to technology solutions and professional services.

However, outsourcing is not a silver bullet. A general rule of thumb is that outsourcing can save from 10-15% of the costs of in-house customer service. Offshore vendors claim they can save up to 74% of these costs. However, there are hidden costs involved in offshore outsourcing that can offset a good portion of these savings. In a recent report from Gartner Group, analysts discuss what they refer to as the "offshoring backlash:"

"Many hidden costs – including expenses associated with infrastructure, due diligence, communications, governance, overseas travel and cultural training – will offset the cost advantage of wage differentiation."

What should companies do to lower customer service costs yet keep quality high? There is an alternative approach that is agnostic as to whether companies keep their customer service operations in-house, outsource, offshore, or use a hybrid solution. This approach uses multiple customer service communication channels and potentially multiple vendors.

Click Here To Download:
•Executive Brief: Improving Customer Service