Unfortunately this is a question I encounter daily in many companies I deal with and it is a very wrong approach from my point of view, a poorly managed customer service is obviously pure cost...well managed it is a centre of loyalty, brand reinforcement and sales creation without a doubt.
The problem is that many companies without knowledge in the area try to manage this service with little or no knowledge, there are many tools but little knowledge of how to implement them or if they are really necessary. That is why having contact centre professionals is important in the development of these services, do not be afraid to outsource even if they are core business services, it is better to focus the discussion on who to outsource to than whether to outsource or not.
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When you have to make a decision of this type, you have to think about the costs, but you have to think much more about the cost of losing customers because of a bad telephone service.
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AIO Contact is a strategic ally of companies that have chosen to improve this area, we have managed to turn cost centres into revenue centres. Our clients endorse us. Do you want more information, do you need to improve your customer service and sales, contact us!
