Executive Insight: Multi-Sourcing in the Call Center

Executive Insight: Multi-Sourcing in the Call Center

Although call center environments vary, most executives share two common goals for improving the frontline: to do things better, and to do them cheaper. In response to this overwhelming demand to do more with less, one of the most common solutions to "cheaper" has been to cut labor costs through labor arbitrage or multi-sourcing. But many executives have discovered after the fact that "cheaper" came at the expense of "better," taking with it quality, and consequently, customer loyalty.

In the call center, multi-sourcing is the act of segmenting an agent population by a number of criteria, which can include: geography, the employer, employment status, hours worked, or work environment. For the purposes of this study, the segmentation of agents by title, tenure, and union status was not evaluated, although some qualitative feedback was provided.

This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better".


Rudy Vidal EVP and Chief Customer Officer, inContact Rodolfo Vidal, EVP and Chief Customer Officer, InContact. Mr. Vidal oversees the strategy, product, marketing and service for the inContact® product suite and is characterized by his ability to formulate winning strategies and implementations across the enterprise. Previously, during a 25-year career at Panasonic Corporation of America, Mr. Vidal served as director of extreme customer service (XCS), where he developed a corporate-wide initiative to address the challenge of differentiation in a commoditized market.
Matt McConnell Co-Founder and Co-Chairman, Knowlagent Matt McConnell is co-founder and co-chairman of Knowlagent, an innovative strategic call center solution company. McConnell also co-authored a book with Dr. Jon Anton, Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company’s Destiny.
20 Feb 2009
20 Feb 2009
6 Page(s)
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