Traditional ROI calculations use the level of profit generated by an asset divided by the value of the asset and expressed as a percentage. That’s fine but when we seek to ascribe a value to non-profit generating assets we need to look at ways in which we can quantify the value that the call center is contributing to overall business operations.

Call center data management and manipulation has lent itself particularly well to KPI metric and Balanced Scorecard methodology. KPI/Balanced Scorecard techniques are a mainstay of the management of any call center and using the metrics that are being produced from these management information tools allows to start calculating an approximation for ROI.

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Outsourcing IT can mean moving some or all of IT operations to an external company. This article will focus on outsourcing to a US based service provider.

Is Outsourcing worth it? Under very specific circumstances, yes. Under most others, no.

Outsourcing to a company within the US, with US based employees

Outsourcing to a US company can improve your helpdesk and IT operations IF the current support teams are not experienced with professional levels of support and service. Outsourcing companies do this for a living, and know how to do it correctly.

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Are you bothered by aggravation? They do me, and many of them are unnecessary in my opinion. Allow me to list a few.

We Can Order It. When that occurs in a large store that do handle the type products you are looking for, but don’t have the item you want. I am talking items that are useful and common. A favorite come back is “we can order it for you.” My reply is usually “no thanks, I can order it and have it shipped to my house.”

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