The business case for using insourced teams in contact centres

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BFSI, CMT, Emerging segments, Healthcare

The business case for using insourced teams in contact centres

Managing persistent staffing challenges is an everyday reality for contact centre leaders

Fluctuating call volume – perhaps over a weekend or the end of the month

Temporary spikes in demand, e.g. from new products, regulations or just seasonal

SLA impact of using insourced teams

Insourced teams can help contact centres optimise scheduling, but many leaders worry about poor quality and SLA performance. With the right partner who is willing to be accountable for outcomes, insourced teams can improve contact centre performance. Here’s how:

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Regularly outperforming in-house teams in areas such as recruitment speed and efficiency, call efficiency, and hygiene factors such as absenteeism and schedule adherence

02

Helping you fill your schedules, ensuring KPIs like average waiting time and call abandonment stay low at busy periods and during unsocial hours

03

Providing competition and benchmarking to internal teams across all metrics

04

Hitting target benchmarks in customer satisfaction and growth measures

Insourced teams outperform inhouse teams
Insourced teams have positive impact on centre
Insourced teams hit benchmark targets
Limited scope for impact

Deliver value to the organisation

Reduce costs

Workforce management

Recruiting

Time to hire

Hiring accuracy/ quality

People management

Attrition

Schedule adherence

Agent absenteeism

Forecasting and scheduling

Occupancy

Average speed of answer

Average time in queue

Operational efficiency

Call eﬃciency

Call wrap-up time

Average handle time

Cost avoidance

Call avoidance

Self-service prompting

Self-service usage

First call resolution

Grow revenue

Customer service

Service efficiency

Percentage of calls blocked

Call abandonment rate

Call answering time

Average waiting time

Customer satisfaction

Call quality

Customer satisfaction/NPS

Growth

Revenue per customer

Referrals

Cross-selling

Customer base

Save rate

Resource Type

The business case for using insourced teams in contact centres

Managing persistent staffing challenges is an everyday reality for contact centre leaders

Fluctuating call volume – perhaps over a weekend or the end of the month

Temporary spikes in demand, e.g. from new products, regulations or just seasonal

Temporary spikes in demand, e.g. from new products, regulations or just seasonal

SLA impact of using insourced teams

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02

03

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Impact

Greater ﬂexibility – and agility

More consistent SLA performance

Higher customer satisfaction and retention

Industries

Services

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