Myth busters: Unexpected insights on contact centers
McKinsey Talks Operations
Outsourcing Contact Centers - What's the Latest Thinking?
There's a common misconception that if you outsource your contact center, customer experience score is going to drop down. But based on our research, there are many companies in fact who are partnered with PPOs and their customer satisfaction scores are at least equal to their in-house contact centers or sometimes even better. Different companies might be working with a similar set of outsource and they have completely different experiences even working with the same set of outources. We often see that organizations have visited their partners three to four times a year. They should really know what's happening. And then for example, you can shift volumes between these players quarterly, monthly or you have an internal team running against external
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