As businesses today evolve their operations to meet increasing demands from customers and to cut costs, call center outsourcing has become an important way to better serve customers without “sacrificing the fiscal and human resources necessary to host these tasks in-house.”

“The concept is simple - give customers a reason to interact by providing convenience and value with every contact,” the article notes.

One area making headway in this field is the use of social media networking. To ensure that a business is partnering with an outsourcing provider that’s up to speed, the VendorSeek.com article recommends that decision makers understand the role call center outsourcing can play in Business 2.0 as well as define specific criteria for their strategic planning phase.

As an alternative to a fully outsourced call center, companies can also take on a hybrid approach if they’re hesitant about having all of their call center operations handled by an outsourced provider. Using this method can still be beneficial as first-level calls can be handled in-house while marketing calls can be passed over to outsourced agents. Not only will this help increase the number of calls being handled and the amount of resolutions, but it’s also an opportunity to utilize outsourced providers to optimize lead-gen for marketing campaigns.