Understanding the economics of outsourcing your contact center

Video: Heather Blease, SaviLinx Founder and CEO, unpacks the economics of outsourcing your contact center


I’m Heather Blease, founder and CEO of SaviLinx. Let’s talk about the economics of outsourcing.

When a company is focused on trying to improve their product, market their product, sometimes they view the customer calls for support as a cost, or they don’t prioritize it. That’s a big mistake.

The loyalty happens when something goes wrong, and a client needs to speak with someone from the company.

We are the someone from the company that can actually help build those relationships.

They’ll say, “Well, we can hire people, and we only pay them this amount per hour.” It’s not just about the agent hourly rate. From a financial picture, there’s a lot more that goes into it.

There’s all of the employee benefits, for example, the infrastructure, the phone lines, the security aspects of making sure that the information is locked down, software licenses, facilities, I can go on and on for a long time talking about the various costs associated with delivering this service that can be avoided and, and nailed down if a customer’s willing to work with us to give us the responsibility to make sure that the calls are answered on a timely manner.

Oftentimes, people will come to us because their internal call center is not working at its peak. People think that they can handle it themselves, but then they realize that they’re really shooting themselves in the foot by the opportunity costs associated with having people that aren’t full time dedicated in making it efficient and effective. And they look at us like “Well, that’s that’s an expense.”

But when it comes down to it, it’s really an investment. It’s worth working with an expert that can bring all those pieces together.

When thinking about outsourcing and the costs associated with it. We actually are very transparent with our clients about all of the elements of the costs that go into providing our service and how it can work for them.

I’d love to learn more about your needs. Give me a call.

Download the companion eBook, “Understanding the Economics of Outsourcing”