Why Companies Are Outsourcing Their Employee Service & Support Centers

Scott Dayvault is BPO Service Delivery Manager at Velocity Technology Solutions.  Scott is responsible for overseeing the Velocity BPO Employee Service Center which provides BPO customer support including payroll, human resources and benefits services. 

Companies are increasingly using outsourcing as a strategic tool.  By outsourcing non-core capabilities to providers for whom the competencies are core, organizations can access more services for less cost and enable their own teams to focus on the unique strengths of their businesses.

Business Process Services and HR Outsourcing are enjoying strong growth for these reasons.  In May, Gartner predicted that Business Process Outsourcing (BPO) would grow 6.2% in 2014.

So, how do you know if you are ready to outsource your employee service and support centers?  If you answer yes to any of the questions below, it may be time to consider outsourcing:

  • Is it becoming more and more difficult to find and staff qualified agents for your internal service/call center?  

  • Are you tired of keeping up with the latest technology to support your service center?  

  • Do you find it challenging to staff agents during peak call periods including annual enrollment, W2 season or performance management cycles?  

Below are the four main reasons we hear from companies considering outsourcing as an option:

Flexibility: If your internal support team operates a typical 8 a.m. to 5 p.m. schedule, and you have an employee population in the Central or Pacific time zones, you may not have agents to work the service center during non-peak times.  Employees needing assistance after hours may have to go to a voice mail which could lead to increased employee frustration.  Similarly, many companies today have global operations, so they must always staff for “peak times.” By using an outsourced provider you can provide more flexible business hour service coverage to your employees.

Service Management:   An outsourcing partner takes on the responsibility of installing, maintaining and operating complex telephony, Customer Relationship Management (CRM) systems and other hardware.  They also own the responsibility for recruiting, hiring and training customer support professionals, as well as relieving other burdens from your HR department by handling the management of the service center employees, including tracking their time worked, missed days and performance issues.

Cost Reduction:  A  Business Process Service provider already has the infrastructure, technology, knowledge and people in place to make your employees’ service center experience successful.  Implementing and maintaining these items in-house is more costly to your organization because not only will the telephone and computer support equipment have to be purchased by your internal team, but your HR department would also be responsible for resource-intensive activities such as hiring, training and tracking helpdesk employee performance. 

Standardized Knowledge of Agents:  A standard knowledgebase repository of FAQ’s and Solutions specific to your organization is a key factor in delivering the best customer service possible.  An outsourced provider will maintain this “knowledge base” as well as deliver recurring agent “refresher” training to their agents resulting in their ability to offer repeatable, reliable, timely support to your employees as well as faster customer response times.

Partnering with an outsourced service center can help keep your employees happy, allow you to focus on your core business needs and reduce cost within your organization.