A flawless customer experience is probably the single most important factor in the success of any brand. One of the most important influences on a great customer service experience is the ease at which customers can reach you if they have a question that needs answering or a problem that needs solving. Where businesses once were expected to invest only in phone support, in today’s omni-channel first environment, having phone support alone ain’t gonna to cut it! You need live chat support, the ability to send and respond to text messages, 24 hour email support, around the clock sales answers, and more. For many small businesses, opening up all of these communication channels in-house is difficult enough, let alone staffing them around the clock.
Whether it’s finding a way to meet customer service challenges without having your service team be a cost centre, or finding cost effective ways to edge out your competition, small businesses are always facing pressure to grow rapidly and stay competitive. But without help, growth can be difficult. That’s where call center outsourcing comes in. Whether you’re completely outsourcing your business processes, or just outsourcing a small part of what you do, outsourcing can be a lifeline. But even those bravest small business owners among us may be skeptical of outsourcing.
12 quotes to inspire you to look into outsourcing as a way to stay competitive
- “The important thing about outsourcing or global sourcing is that it becomes a very powerful tool to leverage talent, improve productivity and reduce work cycles.” – Azim Premji, Chairman of Wipro Limited
- “Companies are past the basics of talking about outsourcing and offshoring. Executives understand outsourcing now and want to know how to effectively use it in their organizations.” – Jagdish Dalal, CEO of Corporate Affairs
- “Outsourcing and globalization of manufacturing allows companies to reduce costs, benefits consumers with lower cost goods and services, causes economic expansion that reduces unemployment, and increases productivity and job creation.” –Larry Elder, Lawyer and host of the Larry Elder Show
- “The real power of outsourcing going forward is going to be that it increases an organization’s core capacity for change and growth. The business challenges over the next decade are going to be very different than anything we’ve seen so far and the companies that weave a powerful network of global partners through outsourcing will be the winners.” – Michael Corbett, Chairman of the IAOP
- “Being in the consumer business helps us groom talent in areas like marketing, finance and logistics. We can benchmark our outsourcing business to our consumer business and its best practices.” – Azim Premji, Chairman of Wipro Limited
- “In the long run, outsourcing is another form of trade that benefits the U.S. economy by giving us cheaper ways to do things.” – Janet Yellen, American economist
- “The need for access to talent will lead companies to think about outsourcing as a means of accelerating innovation and gaining competitive advantage. This will lead to a transformation of the outsourcing profession where innovation will be valued much higher than pure cost savings.” – Jagdish Dalal, CEO of Corporate Affairs
- “Outsourcing was the bogeyman of the ’90’s. Protectionists portrayed it as an evil that would take American jobs away. Yes, some jobs did go offshore as people feared, but it made the global economic pie grow bigger.” – Vivek Wadhwa, American technology entrepreneur and academic
- “If you deprive yourself of outsourcing and your competitors do not, you’re putting yourself out of business.” – Lee Kuan Yew, Former Prime Minister of Singapore
- “And just remember, every dollar we spend on outsourcing is spent on U.S. goods or invested back in the U.S. market. That’s accounting.” – Arthur Laffer, American economist
- “Master your strengths, outsource your weaknesses.” – Ryan Khan, Founder of The Hired Group
- “Challenges create opportunities. Outsourcing service providers are very aggressively examining their products and services to create greater value and increase market share in these times. Companies are recognizing they need to use this as an opportunity to strengthen relationships with their partners because each one of those partners will make them a better company.” – Michael Corbett, Chairman of the IAOP