Captive Call Centers Vs. Third Party Call Center Services Outsourcing

Captive Call Centers Vs. Third Party Call Center Services Outsourcing

So which is the better option? Well, that’s not all that easy to decide because the success rate for both captive call centers and third-party call center services outsourcing units have been more or less the same. However, if we analyze some specific details, it is highly possible that we might see the balance tilting in favor of third-party call center services outsourcing units. Here are some key advantages offered by third-party call center services outsourcing units that may provide you the right motivation to hire third-party outsourcing services.

As opposed to Captive Call Centers, Third-party call center services outsourcing does not require capital investmentsAs opposed to captive call centers wherein all capital expenses such as infrastructure development are borne by the parent company, third-party call center services outsourcing firms do not require businesses to do so. Third-party call center services outsourcing firms, especially those that have been operational for more than five years, have their own infrastructure, systems, and equipment and they do not charge businesses for these. So, if you choose third-party call center services outsourcing over captive call centers, you may be able to save plenty in terms of capital investments.

Third-party call center services outsourcing firms hardly ever become complacent At some point in time, most captive call center managers have experienced complacency on part of their team members. Complacency may be widespread in the corporate world, but it is relatively a lot less in third-party call center services outsourcing firms because most of these firms have performance-based incentive agreements in place. Rewards and bonuses go to the those who perform and this naturally provides the right motivation to call center professionals to give it their best.

Third-party call center services outsourcing firms hardly ever become complacentAt some point in time, most captive call center managers have experienced complacency on part of their team members. Complacency may be widespread in the corporate world, but it is relatively a lot less in third-party call center services outsourcing firms because most of these firms have performance-based incentive agreements in place. Rewards and bonuses go to the those who perform and this naturally provides the right motivation to call center professionals to give it their best.

Third-party call center services outsourcing firms exude professionalismSince bad customer service can adversely affect long-term business interests, most third-party call center services outsourcing firms are very choosy when it comes to hiring call center agents. Only those who prove their mettle are given a chance to serve clients and customers, something that naturally boosts professionalism. This may not always be possible in captive call centers because call centers agents working there might have developed a false sense of security.

So what do you think now? If you are still not convinced, we would recommend that you contact an appropriate call center services outsourcing firm today in place of a captive call center. They may be able to provide more specific details on the advantages and benefits available though third-party call center services outsourcing

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