There are times in life where we choose to pay more for something. Imagine you are celebrating your tenth wedding anniversary. You are financially stable. Do you celebrate at the $5 all-you-can-eat pizza buffet or do you choose the 4-star fine dining establishment known for exceptional food and service? Sure, the occasional $5 pizza buffet might be an option if you are on a budget and don’t care about taste or cleanliness but, if you are looking for quality and experience, I’m betting you select the 4-star restaurant. You are willing to pay more for quality. 
Let’s assume you need your appendix removed. Is cost an issue? Absolutely. You want to know if your insurance will cover the cost of the surgery and hospitalization. But…are you willing to choose the surgeon who charges the least? You know, maybe the surgeon who is just starting out and not very experienced so they charge less? Maybe they graduated last in medical school, but at least they graduated. Maybe, just maybe, they are actually a dermatologist but have decided to start a low-cost appendix removal practice. They charge ½ of what an experienced surgeon charges. A bargain.
What about when it comes time to select a babysitter for your kids? Are you asking the guy who sleeps under the bridge what he charges? If he is the lowest price, do you invite him in spend the evening supervising your offspring? Or, do you ask around, check references, and pay a premium to have the most experienced sitter take care of your kids?
How about a root canal? What do you look for in a dentist? Sure, you live on a budget and cost is a concern but where do you draw the line? Does the root canal really need to be performed by a dentist? Why can’t your barber also fix your teeth?
The adage is true that you get what you pay for. This holds true both personally and professionally. When you are choosing a service provider or vendor, cost is definitely a factor, but it should not be the only factor. If a provider is willing to undercut the competition, you should ask how they do it. Are they underpaying their employees (this leads to dissatisfaction and turn over), do they use substandard equipment? Do they have to charge less because they have a terrible reputation?
Before you select a surgeon, a babysitter, or a service provider, be sure you fully understand what you are getting and what the true cost is. You might find out that you get what you pay for and what you are paying for is not much.
All these principles hold true when it comes to bringing in an outsourcer, or an entity to help you with call center management – having an experienced and seasoned partner in your corner helps ensure you avoid the rough waters that often accompany these types of ventures.
Do you need help with Call Center Management? Talk to one of our experts and get started down the path to Outsourcing Redefined. Click here now.