In the inaugural episode of The Bald + The Beard, hosts Tom Luther, Director of Channel Partnerships and Andrew Griffiths, VP of CX Partnerships and Outcomes, at Outsource Consultants, delve into the often misunderstood concepts of outsourcing and offshoring within the customer experience (CX) sector.
Aiming to clarify common CX misconceptions, they discuss the sophisticated strategies that enhance and streamline operations across both domestic and international fronts
Key Takeaways
- Outsourcing is viable within the US and can be a strategic component of business operations.
- Combining domestic with overseas outsourcing forms a cost-effective, retention-friendly strategy.
- Technology is pivotal in modern outsourcing, enhancing efficiencies and CX when implemented wisely.
- Strategic outsourcing is not just a cost-saver; it’s a comprehensive approach to improving business outcomes and CX.
Video Shortcuts
- 00:56 Defining Outsourcing and Offshoring
- 03:02 Challenges of Hiring and Retention in the US
- 04:26 Considerations for Outsourcing within the US
- 05:20 Balanced Strategy for Outsourcing
- 06:17 Motivation and Retention of Overseas Employees
- 07:42 Balancing Cost and Quality in Outsourcing
- 08:54 Importance of Thoughtful Outsourcing and Technology
- 09:53 Outsourcing as a Cost-Saving and CX Improvement Strategy
- 11:19 The Evolution of Technology and Outsourcing Strategies
- 13:10 Considering Human and Technological Solutions
- 14:39 Outsourcing as a Strategy for Improved CX and Margins
- 16:35 Scoring the Myth or Reality of Outsourcing
Outsourcing vs. Offshoring: Clarifying the Concepts
Tom and Andrew draw a vital distinction between outsourcing and offshoring. While many conflate the two, outsourcing refers to delegating services outside a company, which can occur within the US, not just abroad. This clarification sets the stage for a deeper investigation into the strategic deployment of outsourcing.
Domestic Benefits: Cost Savings and Retention
One of the key advantages of domestic outsourcing is its potential for significant cost savings while boosting employee retention. By outsourcing within the US, companies can maintain control over quality and cultural alignment, which are crucial for customer interaction roles.
A Balanced Outsourcing Strategy
Transitioning to a broader perspective, the importance of a balanced strategy that leverages both domestic and overseas resources is emphasized. This approach allows businesses to optimize costs without compromising on service quality, catering to different operational needs effectively.
Technological Enhancements in Outsourcing
Technology’s role in refining outsourcing strategies occupies a central part of the discussion. Tom and Andrew explore how automation and advanced digital tools are not just reshaping but also enhancing the quality of CX, making it imperative for companies to integrate thoughtful tech solutions.
Outsourcing as a Strategic Imperative
Outsourcing isn’t merely a cost-cutting tactic. Instead, it’s a strategic imperative that, when executed thoughtfully, can improve both CX and business margins. Tom and Andrew conclude the episode by giving their final ratings on the myth-versus-reality debates surrounding outsourcing, underscoring the tangible benefits of well-planned CX initiatives.
