How to Improve Productivity when “Insourcing” Your Contact Center

After years of watching contact center jobs leave the U.S. for India and other foreign shores, companies are now bringing these positions back home. This article explains some of the reasons for this welcome phenomenon. When outsourcing is replaced by “insourcing,” it’s great news for U.S. workers and for the customers of these contact centers, as they will now be treated to a better level of service. But for the companies, there may be a challenge in upgrading contact center technology to what is necessary to remain competitive in this industry. Systems have become much more sophisticated in the last ten years, and it’s important to equip agents with the tools they need to prosper. For most contact centers, the first priority would be an automated workforce management (WFM) solution, to replace the spreadsheets that may have sufficed in the past.


WFM delivers a means to improve the productivity and cost-efficiency of the contact center by making so many vital tasks easier. These includes running simulations for more accurate forecasting, and scheduling that incorporates all call types and other activities. Exception planning, performance analysis, intra-day management, and other practices are streamlined through the real-time data generated by today’s WFM systems.


Of course, the last thing these companies want is a significant investment (in some cases $100,000 or more) in new hardware and software, on top of the other costs involved with insourcing. But with a cloud WFM system, a unified solution can be implemented quickly without a large upfront cost. Instead, users pay only a low monthly or yearly subscription fee.


For companies bringing back multiple call centers in a gradual transition process, the cloud-based system offers additional advantages as well. A cloud platform provides maximum flexibility and scalability during this period, and is more easily deployed even across multiple locations. Since all data is stored “in the cloud,” it can be retrieved at any call center workstation. With WFM, managers can spend more time managing all of the new agents in these new stateside facilities, instead of spending hours on Excel planning forecasts and schedules.