A Quick Guide to Comparing In-House Vs Outsourced Contact Center Costs

If you’re already managing an in-house contact center, you know that navigating the natural peaks and valleys of call volume presents a complex challenge when calculating call center costs. You know that the ratios and formulas are multifaceted, which can make a direct comparison between in-house and outsourcing a little difficult.

When you need to present a business case complete with outsourced contact center costs, you need to break down the numbers in a way that makes sense. Below, we look at the multiple factors that go into the call center cost comparison.

Productive vs. Non-Productive Agent Time

In addition to investing in agent recruiting when you staff and train an in-house team, you’re paying for every minute of the time they’re there. From the moment they enter the office, their time is spent settling in for the day, taking calls, taking breaks, engaging in training and coaching activities, as well as the time spent in ready waiting during lulls in arrival patterns. Each minute affects your bottom line.

In sharp contrast, when you outsource your contact center, you’ll only be paying for productive agent time. Typically, you can project an estimated 85% productivity rate, so instead of paying 100% of your agent’s work hour, you can cut those hourly costs by about 15%. That represents significant savings right out of the gate.

Management of Call Center Agents

When staffing your in-house contact center, you’ll also have to hire front line supervisors or coaches as well as program managers for the team. In doing so, you’ve just added yet another line to your call center budget.

In contrast, when you outsource your call center, program management costs (including those frontline supervisors) should be automatically included in the agent rate. (If your vendor doesn’t include program management in your per minute or per hour rate, we should talk… )

Reporting

Every successful call center needs to keep a painstakingly close eye on quality assurance. The metrics produce an abundance of data, and include factors like first-call resolution, response times, average handling time, customer satisfaction, service level, net promoter scores, and more.

A great contact center reporting team will go beyond the gathering of data to offering value-added analysis that supports your decision-making. Every call center needs information management professionals supported by appropriate tools and technology to fully leverage the data you absorb daily. Add at least two more budget lines to your in-house call center here. On the other hand, when you consider outsourcing your call center, this cost is usually already tied into the agent rate.

Call Center Infrastructure

With in-house centers, you’re on the hook for every component of the supporting infrastructure. These overhead costs include your facilities, telephony, workstations, and more; not to mention any IT staff you’ll need to hire to provide tech support.

This is a cost that isn’t going to go away – every three to five years, you’re going to start thinking about upgrading. Ask your tech team: major systems upgrades are expensive – both in terms of direct expense and the time and focus of your internal tech resources.

Once again, in an outsourced arrangement, the hard and soft costs of systems, maintenance, and upgrades are going to be carried by your call center partner.

Call Center HR Support

When considering your in-house contact center overhead costs, don’t forget the foundational expense of recruiting, payroll and taxes, and benefits management. Additionally, these costs can fluctuate depending on your turnover rate. And of course, the HR staff themselves need to be factored into your calculations.

As with all the above factors, HR expenses are by default included in your outsourced per minute or fixed rate.

Other Factors

Finally, there are a number of advantages you’ll gain from outsourcing that will add further value to your investment, which may not be realized through in-house efforts. These factors result in both reduced FTE and increased potential for overall call center success. They include:

Cutting-edge call center technology for efficient call distribution
Cross-training to maximize staffing for peaks and valleys of call volume
Shared pool options for lower volume hours of operation
Deep expertise in forecasting for maximized efficiency
Risk mitigation in the management of both human and technology resources.

Though this is an abbreviated guide, it should give you a good idea of how all your costs break down so you’re not left trying to compare apples to oranges. At Blue Ocean, we know that calculating costs can be a big headache. If you’re looking for some more in-depth insight on the math, don’t hesitate to contact us today at 902.722.3300.

How To Market Information Technology Effectively

Marketing information technology is no different from marketing any other type of business; it’s all about determining what makes your business stand out and getting that across to potential customers. Why should customers want to hire you to handle their IT needs and what can you bring them that nobody else does? The answers to those questions are the keys to effective marketing and that is where your marketing strategy should begin.

You need to position yourself as the go-to solution for your customers. That means showing them exactly what you can do for them and how you can help their business to run more smoothly. Make sure you communicate clearly the importance of information technology to any business. In today’s technological age, without properly using internal computer systems, online marketing and other means of data sharing, a business cannot hope to remain afloat.

Understanding and managing information technology can be a huge issue for many businesses. They may lack the tech savvy to handle this part of their business themselves, but they can still help themselves by hiring someone who is able to. Your job in marketing information technology is helping them to understand that the resources they need do exist and they just have to know where to look to find them, starting with you.

Once you’ve gotten their attention, then you have to make a good impression so that they are inclined to hire you ahead of the competition. That essentially means selling yourself; your particular body of knowledge, your skills and your ability to handle all aspects of technology to help your clients’ business thrive and grow. Make sure you don’t overlook anything, no matter how trivial it may seem. And don’t forget to emphasize your flexibility, so they know you are willing to expand to meet their needs.

Another important part of marketing information technology is demonstrating that you remain in step with the latest technological developments. Your clients may not be able to understand the newest social media network or smart phone, but if they know that you are up-to-date they’ll be able to breathe easier knowing that their business is not falling behind, which can be deadly in today’s market.

And don’t forget that one of the best ways you can demonstrate your ability to keep up with the trends is by utilizing the latest technology in your marketing strategy. What better way to prove that you know how to sell a business than by producing your own website, blog, video or other vehicle to get your message across effectively and excitingly?

Never assume that IT is such a dry field or such a complicated one that you can’t properly sell your IT business. Marketing information technology is not only possible, but if done properly it can make a huge difference in terms of setting you apart from the competition. Potential clients are out there and they need the IT expertise you have; it’s up to you to make the right impression through marketing so that they’ll want to put your skills to work for them.

There are many ways to supplement your income but all of them require that you pick up a few tips on how to market and promote yourself in the information technology business. Along those lines, here are two guides that will add to your knowledge of IT and help you succeed in starting and maintaining your own online business. One is Market Tracking Software and the other is Innovative Technology

Computer Support Tips: Resolve Error 0×80070057 to Overcome Difficulty in Windows 7 Clean Install

There can be various occasions when there arises the need to perform a Windows 7 clean install. Clean install simply means to install the Windows 7 on an unused partition on the computer’s hard drive. But sometimes you might find difficulty in performing the Windows 7 clean install because of the 0×80070057 error. This article will provide you technical support tips to resolve the error so that you can install Windows 7 in a hassle free manner.

A clean install of Windows 7 removes the existing Windows operating system, and then replaces it with a fresh copy of Windows 7. The best technique of performing the install is to wipe out your computer’s primary hard drive partition and then reinstall Windows 7 from the very scratch. People might require performing the install when they need to get rid of viruses, or when they are updating the computer’s operating system or when the OS gets corrupt. Thus, there can be various other reasons behind the need for clean installation.

In such a scenario, if the installation process gets stuck because of the error, then it is certainly irritating and anguishing.

The following technical support tips can help you in fixing the error.

Resolution for the error 0×80070057

To facilitate clean installation, it is important to resolve the error 0×80070057. The best computer support tip for troubleshooting this error is to delete the existing unused partition on your computer’s hard drive. If you don’t know how to perform the partition deleting, partition creation and formatting, then you continue reading the following online computer repair tips:

• First, insert the Windows 7 installation DVD
• Then start the installation
• Then, select your language preferences before setting the installation process
• Next, select the ‘Time’ and ‘Currency’ format
• Finally, select the Keyboard or input method options
• Then click ‘Next.’
• Next, click on ‘Install now.’
• On the next screen, you will view the Microsoft license agreement
• Here, click on ‘I accept the terms of license.’
• Then click ‘Next.’
• Click ‘Custom.’
• Now, select the ‘Disk 0 Partition 1.’
• Then click ‘Delete.’
• On the next prompt, click ‘OK.’
• Now, select ‘Disk 0 Partition 2.’
• Then click ‘Delete.’
• On the next prompt, click ‘OK.’
• Now, click ‘New.’
• On the next screen, select a size for the new partition disk.
• Then click ‘Apply.’
• If you leave the disk size to the default, then it will automatically pick up the maximum size of the disk.
• On the next prompt, click ‘OK.’
• Then, select ‘Disk 0 Partition 2.’
• And then click ‘Formatting.’
• On the next prompt, click ‘OK.’
• Wait for the formatting to get completed correctly.
• Now to continue further, click ‘Next.’

Conclusion

If you want to replace the older operating system with a fresh Windows 7 installation, then a clean install is certainly the best method. But error 0×80070057 may be an obstacle.

Once you perform the troubleshooting steps mentioned above, you must try performing the Windows install once again. This time the installation must get accomplished without creating an error.

If the error still prevails, then it is advisable that you call an online tech support firm and seek professional computer support services. It is quite understandable that people go for clean install only when it is extremely requisite. In such a situation, no one likes to get banged by a silly error. The troubleshooting method mentioned above must help you in getting rid of the error, otherwise avail online computer support.

Russell Winters is an ardent technician associated with Qresolve computer support with wide experience of fixing issues with PCs, laptops, tablets and smartphone. With a strong track record of devising effective ways of tech support and system security, she has so far helped thousands of users across the globe. Her writings on tech issues are the reflection of her in-depth interest and command she carries as a tech support technician. Her blogs and articles have been rated high for their lucid style and easy to understand language.