How Mergers and Acquisitions Impact Your Outsourcing Call Center

Outsourcing Call Center M&A's Pros and Cons

Posted by Westpark Communications on Nov 3, 2017 9:26:48 AM
Westpark Communications

3 THINGS TO CONSIDER WHEN DOING BUSINESS WITH A NEW OWNER

Many companies have incurred a loss of approximately $62 billion per year through poor customer service since 2016, according to a concerning statistic released by NewVoiceMedia. You have a non-delivering call center. What are you going to do about that?

Somebody acquired your outsourcing call center. Now what?

As much as an outsourcing company will want you to believe that these acquisitions are for the benefit of you the client, as a business owner you should be able to identify any red flags that would lead to the loss of customers and revenue.

 

#1: CHANGE IN SERVICE LEVEL

After an acquisition happens, you can expect your experience to diminish as the acquiring company will be looking to cut cost, save, and be more profitable.

These recent acquisitions cannot guarantee the same level of service you received with the previous company.

 

#2: CULTURE CHANGE

One of the most important factors that make the wheel of a long- standing organization keep moving is a well-tailored and respected culture. It is an integral part of everyone working in the company.

Imagine if you were used to a smaller service company that was focused on customer service; you may personally know the employees such as the answering service agents or the Client Service Managers. When the acquiring company introduces new processes and changes to management, that personnel may disappear.

This leads to a downcast in the morale internally which affects the customer.

 

#3: RATE CHANGES

The new owner wants to extract as much profit as possible out of their new acquisition, so one of the first things they are going to do after they complete the acquisition is to raise rates universally.

Acquisition of these outsourced companies may lead to you paying more for a lesser quality of service in the long run, hence, affecting the smoothness of the relationship between the two parties.

 

WHAT'S THE TAKEAWAY IN ALL OF THIS?

Mergers & Acquisitions can be positive or negative in nature for you as a client. That is why it is a good idea to utilize an outsourcing company that has maintained its structure in ownership throughout its entire history. Wеѕtраrk Communications is a ѕесоnd gеnеrаtіоn wоmаn-оwnеd company аnd hаѕ been in business ѕіnсе 1968. We value every organization that we partner with as well as their clientele. 

 Blue Button for Answering Service

Topics: Business

Tips from an Experienced Call Center

50 Years of Insight

1. Learn how to streamline your operations around the latest and most effective business communication strategies. 

2. Get the upper hand by learning how to get the most out of your relationship with your communications partner:

  • Answering Service
  • Call Center
  • Virtual Receptionist

3. Know what to look for when hiring a communications partner.

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