Outsourcing of Enterprise call business requires careful consideration

I recently watched the outsourced 1st season of The American TV "outsourcing company". The background of this story is the story of a telemarketing company turning the call center to India in response to the financial crisis, I have been familiar with call centers and have a lot of laughter with the customer's response.

 

In recent years, many enterprises have tried to outsource non-core services. Because of the low technical content and high turnover rate, call outsourcing has become the mainstream choice for outsourcing. The development of the call center is not just as simple as that of the telephone center. In the era of Web2.0 and triple play, the call center is more of an information center role, traditional incoming and outgoing calls have been replaced by Internet applications, and the proportion of telephone services has been declining in modern call centers.

 

What are the prerequisites for Call Center Outsourcing? That is, the call service process is relatively simple, and the transaction or service cycle is short. It is best to end the call service by one or two phone calls or network interactions, and the call service basically does not involve or trigger other service processes. Such call services can be completely outsourced, and will not cause the loss of core competitiveness of enterprises. On the contrary, if the correlation between the call service and the main business is very high and there are too many business interfaces, such a call center is not suitable for outsourcing.

 

In the process of building the core competitiveness of enterprises, service capability is a very important aspect. In this regard, the information processing capability of the call center requires the support of basic services, at the same time, it manages and standardizes basic business activities, and also plays an important role in improving user satisfaction.

 

A good call center should have a good architecture. In the past, call centers were mostly centralized. With the development of Internet technology,Distribution + centralizedThe call center is more in line with modern service real-time, fast, and transparent process requirements. The so-called concentration refersCall cloud(Call core) is the CPU (central processor) of the call center responsible for handling users' complicated business requirements, and tracking and summarizing other regional service processes triggered by user requirements, finally, an instruction is issued to the distributed call subsystem. In the so-called distribution, in addition to executing the Command issued by the call core, a simple service request made by the user can go through the core (Headquarters) call Center for fast processing.

 

Distribution + centralized call center: the centralized call center has only one core. You can set two in the form to back up data. However, from the perspective of efficiency, the core call center does not need to repeat its branch functions. In case of a fault, one of the core call centers can overlap the other services. For example, the call center consists of two business units A and B (which can be remote or different lines). A + B is a whole, the business functions of center a and center B are complementary (note that they are not complementary to management regions), rather than duplicated. This is conducive to improving work efficiency. From the backup point of view, it is necessary to cultivate the independent processing capability of the distribution center when the core is down, and the collection of distributed data can be used as the core backup, which is the true disaster recovery.

 

Of course, such a call center requires strong information systems and strict management processes. Such a call center is difficult to outsource, because it is the core competitiveness of enterprise service capabilities. Such a call center does not require outsourcing services. In turn, it can undertake third-party call services.