FAQ's - Event Management & Customer Support
q: What is co-sourcing vs. outsourcing?
a: Unlike outsourcing, a co-sourcing arrangement involves equal collaboration between the employees of an institution and those of an outside partner. Work from professional workers within both parties is necessary to create a desired result – the result usually being something positive that generates new sources of revenues for an institution or efficiencies that enable an institution’s employees to be more successful in their roles.
Co-sourcing also has other benefits. It can bring otherwise expensive technologies and expertise to an institution and its workforce without an institution being required to surrender control. Furthermore, co-sourcing works in tandem with an institution’s processes and culture. In essence, an organization gains all the benefits of outsourcing without having to make hard sacrifices whether control or reductions in workforce.
q: How do you scale up for overflow, peak periods and special events?
a:
Greenwood & Hall maintains call centers in Santa Ana, CA and Bryan, TX, employing over 200 representatives on average and more during peak periods. When needed, we can quickly hire and train new representatives, reallocate existing resources or leverage strategic relationships with call centers nationwide to create an integrated call center network of 16,000 + seats.
