Reducing Costs in the Contact Center, Part 2 of 2

5. Outsourcing. After taking a long, hard look at your postseason review, what you find may be so discouraging and challenging that you’ll realize it’s necessary to outsource the peak business. Don’t be ashamed of this! In fact, you should be commended for realizing there’s a place and niche for outsourcing relationships. Now the challenge is finding the right fit for your organization. It’s not as easy as opening the phone book and finding a pizza-delivery company. You’ll need to solicit RFPs from potential outsourcers, make site visits and work through a transition.

6. Voice of the Customer. The most important questions are, “Were customers taken care of?” and “will they return?” Implementing a “Voice of the Customer” (VOC) program is a great way to ensure future success. There are several sources you can use for developing a solid platform to work with your customers throughout the year. Consider a third party to assist in the formulation of a VOC program. This is a benchmark you’ll want to develop and keep an eye on throughout the year.

Curt Barry is president of F. Curtis Barry & Co., a multichannel operations and fulfillment consulting firm with expertise in multichannel systems, warehouse, call center, inventory and benchmarking. Learn more online at www.fcbco.com.