CCN | Call Centre Nucleus

Why Outsource? / Advantages of Outsourcing

Advantages of Outsourcing

Cost Efficiencies

Issue	In-House	Benefit of Outsourcing
Capital Investment - Reduced Start-up Expenses	Extensive capital investment required for Telephony technologies, IT support, contact centre facility and network redundancy.	Significantly reduced up-front capital investment. Leverages CCN's range of contact centers, IT support personnel and built-in network and telecom redundancy.
Reduced Telecom Costs	Additional telecom costs are incurred with lengthy queue times and slow AHTs (Average Handle of Times) and un-required escalations.	Telecom costs are significantly reduced by using an outsourced partner like CCN. Savings and discounts achieved by operating numerous programs and servicing multiple clients are passed along.
Reduced Variable Expenses	In-house contact centers are typically located in higher-rate labour markets with low unemployment rates, making recruiting additional representatives a challenge.	CCN's outsourced solution can offer higher-quality service for the same or less cost, providing a new labour market of qualified candidates capable of meeting or exceeding unique client staffing requirements.

Scalability and resources

Issue	In-House	Benefit of Outsourcing
Staffing	Must recruit, hire and staff with required skill set and sales or service experience.	CCN has an in-house recruitment team experienced in recruiting the right skills to fill the required role.
Hours of Operation	Limited.	24x7x365 operations.
Training	Must make initial training investment and provide ongoing training and consultation.	CCN's in-house training and development professionals administer customized training programs based on client- and product-specific knowledge using certification processes, role playing and continuous quality development techniques to ensure optimum performance.
Program Implementation	Can be lengthy and deplete extensive capital / human resources.	Seamless implementation administered by industry specialists. Programs can usually be up and running in 6 to 8 weeks, significantly accelerating speed-to-market.
Centre Management	Need to develop internal centre management personnel to oversee details of the operation.	Multi-tiered client services, training, quality assurance and operations management personnel with diverse knowledge overseeing day-to-day operation to ensure consistent sales and service delivery.
Workforce Management	Senior staff required to handle multiple tasks and responsibilities.	CCN’s MIS team is a shared resource, whose focus on workforce management leads to improved performance effectiveness, and quality as well as better agent utilisation.
Technology	Agents limited by number of phone lines and outdated technology.	Completely scalable telephony combined with constantly upgraded technology ensures complete flexibility, scalability , increased agent productivity and optimized sales performance.

Improved service performance

Issue	In-House	Benefit of Outsourcing
Improved Service Levels	Skill-based routing, priority queuing and automatic call distribution difficult without the proper technology. Seasonal spikes, economic conditions affect volumes and your ability to provide consistent, quality service.	An outsourced partner, like CCN, uses sophisticated, industry-leading automatic call distribution (ACD), interactive voice response (IVR) and contact management systems to deliver consistent, superior customer service across multiple channels including phone, Internet, fax and e-mail.
Quality Assurance	Can be difficult to ensure consistent sales and service quality across more than one contact centre and/or program.	CCN has introduced a unique customer experience enhancement (CEE) strategy, committed to meeting or exceeding client quality expectations. CCN’s standardised quality assurance procedures ensure not only consistent quality across our range of call centres but also a reduced cost due to economies of scale.
Value-added Services	None (without additional capital and/or resource commitment).	CCN offers contact centre consulting, contact management tools, process optimisation, industry-specialised programs, multiple-channel and process specific development.
Core Competency Focus	More difficult to focus on your own core competencies while faced with the challenges of providing consistent, quality customer sales and service.	Outsourcing to CCN frees up more of your time to focus on your core competencies and do what you do best, leaving the exceptional customer service delivery to the experts!

Increase capacity

Issue	In-House	Benefit of Outsourcing
Systems Maintenance and Upgrades	Must rely upon outside software vendors to provide IT support, help desk and maintenance. Are subject to paying software license/user fees.	CCN provides you with access to world class technologies such as IVR, Alcatel and Avaya's ACD call routing, CTI integration, e-mail management, SQL relational database, Nice and Truelog voice recording solutions and others.
Data Security and Systems Redundancy	Nearly impossible and extremely expensive to build in telecom and systems redundancy with one or two operations.	CCN's hardened, world-class data centres provide clients with data protection through UPS systems, back-up generators, full environmental and fire suppression systems, 24x7x365 support and telecommunications network and internet access redundancy.
Increased Speed-to-Market	Ramping up in-house operations can be difficult and extremely time consuming.	Because of CCN's extensive resources and call centre capacity, we can more readily handle increased volumes. Whether it's responding to sudden market changes or capitalising on short-term market opportunities, CCN can help clients achieve their goals faster without significant capital investment.