Episode 96 – Outsourcing for Efficiency

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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.

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Outsourcing for Efficiency

  • Why Might This Be Necessary?
    • Because it looks like digital customer support is about to take market share from the call centers
    • Because Baby Boomers are giving way to the Millennials. And early Gen Z is now 21 years old. (wow!)
  • How Does This Provide Efficiency?
    • Allows you to send “easy” volume outside your team
    • Frees up your best agents to answer the trickier questions
    • Outsourcing is generally more economical than inside labor
    • Can provide flexibility in terms of testing
      • A new product on social
      • A new online service channel
        • Messaging
        • Social
        • Community
  • Questions To Ask Yourself Before Contacting Outsourcers
    • What’s my primary objective with outsourcing?
      • Save money
      • Free up in-house agents to work on more complicated concerns
      • Test something new
    • Which type of interactions would I want to outsource?
      • Messaging
      • Chat
      • Social
      • Community
    • Do I want to start small and ramp up?
    • What does success look like?
    • Is onshore/offshore important to me?
    • What values are important to my company that will need to be shared by the outsourcer?
  • Where should I start?

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    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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