There is no denial to the fact that in the present day competitive market businesses are competing each other at every stage. To survive this cut-throat competition and emerge out as a leader, it is required that businesses not only focus on acquiring new customers but, also take care of their existing customer and deliver on their expectations so as to refrain them from going out to their competitors. To ensure this, it is crucial that organizations invest their time and energy on ensuring the quality of their business offering and providing their customers with top-tier customer care and support services. The question that arises is how should they do that?
One effective solution to this problem statement lies in modernizing contact center. The only drawback of this solution is the exuberant cost associated with the entire process. Organizations that are facing such scenario where they have to refurbish their inbound/outbound call centers must consider doing a comprehensive cost-benefit evaluation to get an insight of whether they should opt of in-house call center or outsource their call center function to a third-party service provider.