Five Ways In-sourcing Can Improve The Customer Experience Only In-sourcing can give the sense of ownership and true concern for the customers

By Sumit Peer

Opinions expressed by Entrepreneur contributors are their own.

You're reading Entrepreneur India, an international franchise of Entrepreneur Media.

Shutterstock.com

With the growing demand for better customer experience and engagement, it has become increasingly important that the organizations bring contact centre technologies in-house to have better control and understanding of the customer base they are targeting. Skilled vendors support customer interactions, the results of which would lead to better reporting, better customer data and smarter channels of interactions. The five ways in which in-sourcing is helping in the customer experience and engagement include the following.

Meeting the Increased Customer Expectations

With the in-sourced technologies and digitization of the organization, more customers can be engaged in an effective manner which is more consistent and contextual. All this is necessary to meet the rising expectations of today's customers. Contact centre technologies being developed in-house can ensure rapid deployment with essentially seamless integration into the back-end systems.

Complete Control Over the Functions of IT

IT tasks are better placed which choose vendors while providing flexibility and enhanced compliance while sticking to the SLA norms. With the complete control over the IT functionalities, the data flow from the customer base is analyzed and understood in a much better manner, which, in return will lead to the development of better customer experience and customer interaction models for the organization.

Harmonizing and Integrating the Assets and Resources of Customer Interactions

Integrating all the resources and assets which work towards the customer interaction and experience development models are important to be assimilated under the same roof to understand the coherence and relations between each other and that is what will lead to the true perception of the customer relationship and experience model and its understanding. This will make sure that the resultant model is good enough to take into consideration different matters and elements of customer interaction.

Reduction of Cost

All the above elements when implemented correctly lead to a collateral advantage in the form of cost reduction as the organization will be able to gain a lot more with the simple transitions of in-sourcing. Deployment of external control mechanisms will be reduced and the poor quality standards from the BPO can be eliminated. All this lead to increased revenue and decreased costs for the organization.

Creation of Scalable Models

The best advantage of having built the models of the customer experience and customer interaction in-house is that it can be made as scalable as required. This becomes extremely helpful when the customer base is dynamic both in terms of quantity and type of customers. This helps organizations in quickly adapting to the change and doing the needful to fill up the gaps and maintain the essential operational processes of customer interaction.

Sumit Peer

Founder and CEO, Aurelius Corporate Solutions

Business News

JPMorgan Shuts Down Internal Message Board Comments After Employees React to Return-to-Office Mandate

Employees were given the option to leave comments about the RTO mandate with their first and last names on display — and they did not hold back.

Business Ideas

70 Small Business Ideas to Start in 2025

We put together a list of the best, most profitable small business ideas for entrepreneurs to pursue in 2025.

News and Trends

Union Budget 2025: Will FM Finally Offer Tax Relief to India's Crypto Ecosystem?

Among the demands and suggestions posed by the ecosystem players, the reduction of tax on virtual digital assets (VDA) and Tax Deducted at Source (TDS) remain a prime concern. The previous interim budget and union budget failed to provide any relief for domestic crypto investors.

News and Trends

India has the Potential to Host over 620 New Large GCCs by 2030: ANSR

The BFSI sector dominates GCCs in India, followed by Manufacturing and Retail/CPG. There is also a strong focus on digital technologies, with 85 per cent of GCCs engaged in digital commerce initiatives.

News and Trends

Zetwerk Appoints Banks for Maiden Listing: Eyes $500 Million in Funds Through IPO

Zetwerk has opted to partner with Axis Capital Ltd., Goldman Sachs Group Inc., Jefferies Financial Group Inc., JM Financial Ltd., JPMorgan Chase & Co., and Kotak Mahindra Bank Ltd. as the book-running lead managers (BRLMs) for the IPO.

News and Trends

D2C Skincare Brand Foxtale Raised USD 30 Mn Series C Funding

Last year, the Mumbai-based brand raised USD 18 million (around INR 150 crore) in its Series B funding round, led by Panthera Growth Partners from Singapore.