Phone SA: +27 21 673 8100 Phone UK: +44 20 3588 3233

Boomerang Marketing

Phone SA: +27 021 673 8100 Phone UK: +44 020 3588 3233
  • What We Do
  • Our Target Market
  • Core Team
  • Boom News
  • Careers
  • Get a Quote
  • Contact Us
FREEQUOTE

Outsource vs in-house

by Admin / Thursday, 03 December 2020 / Published in Outsourcing, Technology

The burning question: do you outsource your contact centre and back office process functions, be it B2B or B2C telemarketing, inbound customer services or outbound call centre services, or do you build your own in-house teams?

Growing companies are learning what their multi-national and larger counterparts already know – outsourcing contact centre and back office services can improve efficiencies, reduce costs and done right improve customer satisfaction.

Here’s the usual scenario. Businesses have at its core staff who know its products or services inside out. So when it comes to customers calling in wanting a fix to a problem, or seeking information, employees are brilliantly positioned to help them.

Thing is, there are more and more customer calls, emails and information requests coming in. That’s a great thing because it means you are attracting more customers, but a not-so-good thing in that it is pulling your people away from their primary responsibilities, which is to focus on the core business of making the product or delivering the service.

So, there’s a decision to be made, as telemarketing and customer service now need their very own department (again, a good thing, because it means business is growing). There’s a choice to be made, do you gear up and manage this function in-house or, like other products you may source and buy in, do you outsource the contact centre function. Like most choices, there are the pros and cons but in balance, business process outsourcing (BPO) comes up on top.

Here’s why. First off, at a BPO centre like Boomerang SA, in the words of CEO Rob Joubert: “Contact centre, telemarketing and customer services – that’s our core business and it’s what we do really well. We know all the ins and outs, so when it comes to these services, we can be more effective than companies who do not have these functions as core business. We have spent years learning the art of delivering professional contact centre services and we have invested in the people, process and technologies required to deliver great customer experience”.

Like other specialist services you might outsource, pay point management for example, contact centre management and staff have honed the service to a fine point. There is the capital investment in appropriate technologies and the associated maintenance costs of running a contact centre that has already been footed by the outsource partner, and there is little reason for your business to reinvent the wheel as it were. In the choice to outsource, your business has immediate access to trained staff and dedicated specialist management resources and your staff can focus on increasing productivity in your core business.

Rob adds: “Not only do we match or exceed the quality of in-house off-shore contact centres, but we are able to do this regularly at a better price point.”

But what about the concern: “My staff know my business best and call centre agents are just not going to have that same passion?” After all, brand loyalty is seen as being strongest in the founding company itself.

Quality outsource services providers will be cognisant of this bias and take active steps to counter it by creating dedicated teams of people who are immersed in the client company culture, people that embody its values and receive ongoing training to keep them up to date with products and services offered. Employees dedicated to a client strongly associate with the client brand.

As a growing business, ever aware of mounting costs in a changeable environment, there emerges a need for flexibility. As business volumes change, you will need to ramp up or scale down the number of call centre or telemarketing agents to meet this change. Here’s where outsourcing really comes into its own, as this risk is passed directly to your BPO partner, and there is no call to suddenly find a budget to meet increased costs.

Rob gives a real time example: “At Boomerang we are geared for short notice scalability. We serve a retailer, for example, in the UK that has demand variations impacted by Covid, where they provide essential services. We doubled up our agents in a month to provide uninterrupted services to them.”

Robert Joubert

Boomerang SA

www.boomerangsa.com

  • Tweet

About Admin

What you can read next

It’s time to say goodbye to ‘Agents’ in the contact centre!

Recent Posts

  • The responsibility of Hope

    Freedom Day in South Africa marks the beginning...
  • What Human Rights Day means to Millennials & GenZ.

    To this generation, Human Rights Day signifies ...
  • It’s time to say goodbye to ‘Agents’ in the contact centre!

    We are focused on building meaningful connectio...
  • Mental Health - Breaking the Stigma

    Mental Health month inspires hope for many

    In no other time in recent history has the topi...
  • The cornerstone of living heritage

    Boomerang’s values align with national celebrat...

Recent Comments

    Categories

    • Cold Calling
    • Conference
    • Covid-19
    • Customer Retention
    • Data Protection
    • Diversity
    • Outsourcing
    • People & Culture
    • Popia
    • Productivity
    • Team Building
    • Technology
    • Video

    Meta

    • Log in
    • Entries feed
    • Comments feed
    • WordPress.org

    Featured Posts

    • The responsibility of Hope

      0 comments
    • What Human Rights Day means to Millennials & GenZ.

      0 comments
    • It’s time to say goodbye to ‘Agents’ in the contact centre!

      0 comments
    • Mental Health - Breaking the Stigma

      Mental Health month inspires hope for many

      0 comments
    • The cornerstone of living heritage

      0 comments

    QUICK NAVIGATION

    • Core Team
    • Join our Team
    • News
    • Contact us
    • Disclaimer

    GET IN TOUCH

    Email: [email protected]

    Phone SA: +27 21 673 8100

    Phone UK: +44 20 3588 3233

    Phone AUS: +61 272 018 707

    Phone US: +12 26 009 471

    Boomerang HQ: Maynard Mall, Corner Wetton & Main Road, Wynberg, Cape Town, 7708, South Africa. PO Box 23567, Claremont, 7735, South Africa.

    Open in Google Maps

    Boomerang Australia: 20 Martin Place, Sydney, NSW 2000, Australia.

    Open in Google Maps

    DOWNLOADS

    PAIA Manual

    Privacy Policy

    Conflict of Interest

    Complaints Procedure

    Anti-Slavery Policy

    Information Request Form
    Boomerang Marketing

    © 2023 All Rights Reserved Boomerang Marketing. An Authorised Financial Services Provider.

    TOP
    Manage Cookie Consent
    To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
    Functional Always active
    The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
    Preferences
    The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
    Statistics
    The technical storage or access that is used exclusively for statistical purposes. The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
    Marketing
    The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
    Manage options Manage services Manage {vendor_count} vendors Read more about these purposes
    View preferences
    {title} {title} {title}