Archive for August, 2007
Outsourcing to control costs
Ken Carlon, CEO of Optima, gives his case for outsourcing call centers, something that his company specializes in.
How can outsourcing a call center improve a company's bottom line?
Assuming we are not discussing offshore, in addition to effective utilization, there are the questions of cash flow, staff, facility and equipment. When you take all of these costs off a company's books and turn them in to an almost fixed or predictable cost per customer that a company is paying a vendor for on terms, it cannot have anything but a positive impact on the bottom line. Even the most efficient inhouse call center will still be more cost effective if it was outsourced for that simple reason.
Tomorrow Ken Carlon gives some opinions about when not to oursource. Further reading: The Positive Side of Outsourcing
