How call center outsourcing makes you more competitive in the long run

How call center outsourcing makes you more competitive in the long run

OABPO Blog Team Published on October 11, 2013
call-center-agents-on-a-race-track

Business process and call center outsourcing were originally done to reduce overhead cost. It has sinced evolved into a practice that is aimed to increase productivity and quality.  The overall delegation of tasks to offshore service providers has become a popular strategy that improves business growth and financial stability for a variety of reasons and sometimes contrasting and competing advantages.

Many companies choose to develop long-term relationships with an offshore provider to realize the full benefits of outsourcing, including enhanced competitiveness, regardless of the savings or even in the face of potentially increased costs.

Outsourcing to ensure competitiveness

There are many ways outsourcing can give competitive advantages to businesses. For instance, it can enable a company to better focus on its core competencies, and grant it access to workers with specialized skills and innovative technologies, among others.
A business can gain short-term competitive benefits. However, to make this sustainable, Outsourced Magazine recommends creating a close and long-term relationship with a provider.

Essentially, this means shifting the outsourcing plan from tactical to strategic.
According to Ivey Business Journal, outsourcing is tactical when it is done to solve a practical problem, such as when a company decides to engage in business process or call center outsourcing for operational efficiency and cost reduction.

On the other hand, outsourcing is strategic when it is aligned with the business’ long-term strategies.  An example would be when Hero Honda Motors Limited outsourced a non-core task, namely IT maintenance, to focus on user requirement and service delivery.
By focusing and developing its core competencies, a business can provide unique values to its customers, stand its ground against current and future rivals, and continually improve by adopting market and technology innovations.

In conclusion, a business can gain long-term competitive benefits from outsourcing as long as it takes a strategic approach rather than focusing on short-term values.

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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

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