We are running a series of joint webinars with Contact Centre Panel on outsourcing. In the first webinar, titled ‘an introduction to outsourcing’ we will hear about the experiences and thoughts of seasoned industry professionals – Dave Cleaver, former Head of Operations at Centrica and Lynda Campbell, Head of Transformation BA Global Contact Centres, British Airways, and Debbie Glenister, former Head of Customer Care, Eithad Airlines, as well as our joint host and outsourcing expert Phil Kitchen, Managing Director, Contact Centre Panel.
For most businesses running an in-house contact centre, without outsourced support, is not straight forward. Forecasting customer demand and flexing resources, particularly in the current climate, is an art and can be difficult for organisations that have changing needs.
Outsourcing part or all of your customer contact requirements could be the answer. It can give your business the flexibility it requires to deliver a consistently professional and efficient service. Having access to additional agents, when required, means you can easily ramp services up or down without exposing your business to additional overheads. Outsourcing is also a great way to introduce new communication channels, Automation and AI into your business, without taking on considerable capital expenditure and risk.
However, identifying and onboarding the right outsourced contact centre or technology provider can be tricky though. Particularly, if you don’t have experience of outsourcing and full visibility of the market.
Points of discussion:
- When and when not to outsource
- The key benefits of outsourcing
- How to gain alignment to existing business goals
- Cost reduction
- Risk reduction
- Post Covid business model adjustment
- Post BREXIT business model adjustment
- Digital transformation
- The role of technology Blended services/part outsource options
- Do’s and Don’ts
- Challenges faced
- Lessons learnt
At the end of the webinar, we’ll hold an in-depth Q&A to help you with any questions or queries you may have on the content and guide you on specific outsourcing challenges.
Can’t make the live session? The webinar is being recorded, register your details to be sent the replay link shortly after the live session ends. Be sure to invite any colleagues who would also benefit from this presentation.
Our webinar software is browser based so you can access the webinar from any desktop PC, Laptop, Tablet or Mobile device. Please note: for the best webinar experience, we recommend using Google Chrome to access our platform. Internet Explorer is no longer supported and will not work.
If you have any further questions regarding this event, please contact Chantelle Newton E: firstname.lastname@example.org or call: 07540 227 288.