B2C programs can be good for centers that are just starting up and need something to fill their seats during their shakedown phase. Pure pay-for-performance programs can also provide a call center with flexibility to meet the fluctuating volume requirements of their inbound clients.
However, many facilities get locked into running B2C outbound programs forever and cannot or will not run anything else. This is particularly true for poorly capitalized facilities that cannot survive on more than a weekly payment cycle.
In subsequent columns here, I'll review the remaining facility lifecycle stages. Offshore facilities become much easier to work with and significantly more effective once they have made the transition out of a reliance on B2C work.
The downsides of early lifecycle call center environments are not a reason to avoid outsourcing offshore, only to recognize the circumstances and corporate cultures of facilities on which the success of your own business operations might depend.
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