In-House, Outsource, Offshore: The Real Cost of Customer Care

Have you ever compared the cost of running an in-house team against the cost of outsourced customer service? And what about offshoring; isn’t that supposed to be cheaper? Well, you might be surprised to find that outsourcing is actually your cheapest option. How? By improving the quality of your customer care operation. Don’t believe us? We’ve done all the calculations to prove it.

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In the full analysis, we’ll discuss:

offshored customer service

The difference between outsourcing and offshoring and the problems with offshoring.

cost of outsourced customer service

How to calculate the cost of each problem in a holistic way instead of the cost per chat/interaction.

omnichannel customer service

How other factors such as channel split can have a huge effect on your bottom line.

cost of outsourced customer service

The typical cost savings for an FM client with a dedicated customer service team.

Lower the cost of customer service, boost the quality

In a world of tighter budgets and multiple options, it can be difficult to know exactly where best to spend your money. In our cost analysis, we break down how much an in-house and offshore operation actually costs you and, more importantly, how much you’ll save by outsourcing.

It’s all about changing how you think about efficiency and productivity. Traditionally, all your metrics are analysed separately. But, by looking at your operation holistically and calculating how much time it takes to solve each problem, you can begin to see the big picture.

The better the quality of your customer care, the more efficiencies you can create in your operation. And, because outsourcers are experts with access to the best tech and automation, the cost of outsourced customer service is actually lower than any other option.

Want to see the math? Download the full analysis for free:
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low cost of outsourced customer service

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