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Is Call Center Outsourcing a Long Shot for Businesses? - Jennifer Aniston - ContactCenterWorld.com Blog

Is Call Center Outsourcing a Long Shot for Businesses?

Call centers are the companies that provide unparalleled service to the customers of their clients. Businesses opt outsourcing to ensure suitable management of their tasks without pouring in much money.

Despite so many pros of outsourcing, there are still quite a few business owners who think that handing over the functions to a third-party vendor is an appealing gamble.

What do you think? I will be happy if you think so because this blog is designed keeping in mind to remove all the doubts of the business owners regarding outsourcing.


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Let’s start with the speculations people have with outsourcing strategy.

Speculations about call center outsourcing

We are going to talk about the benefits related to outsourcing in the latter half of this blog. Firstly, we are going to see the doubts in managers and business owner’s mind associated with the outsourcing.

Loss of authority

People who do not have experienced the benefits of call center outsourcing or who had a bitter experience with outsourcing often says that handing over your business function is not good at all. Reason?

Well, as per these owners, delegating your business functions such as customer service, technical support and lead generation presents you a dangerous situation where you can lose the hold of the tasks.

The fear of losing the authority over business function is too much. This speculation is quite prominent with the business owners who are dealing in technical products or services.

Language barrier

Another fear that business owners have regarding the outsourcing is the lousy service experience due to the limitation of dialect.

This means that suppose your business have English speaking audience and if the country your outsourcing partner is located in does not have major population fluent with the same dialect, how are the agents going to interact with the customers.

Also, customers call up your business thinking they are dealing with the experts of the same country but when the former hear the voice and accent, it can easily find that the agent is from a different nationality. This facet provides a bad reputation for your business.

Cost

Although most of the companies choose to outsource because this business tactic is meant to save money for you right?

Quite a few firms have experienced costly solutions making outsourcing totally waste as a means to offer cost-effective solutions.

A lot of these companies have not read the agreement properly or have signed loosely made contracts but somehow this aspect bothers a lot of business owners.

A better understanding of the customers

It is going to be your customers the third-party agents are going to deal with. Company owners think that it is almost impossible that an external firm’s agents keep a better understanding of their customers.

A lot of tech companies think that the expertise they require to assist their customers is onerous to find in the call center’s agents.

Benefits of Call Center Outsourcing

Now as we have gone through the fear and doubts people hold regarding outsourcing, let’s take a look at the benefits availed by the business in direct correspondence to the challenges.

Transparency

I respect everyone’s opinion but having fear of losing the control of your outsourced business operation is simply because you have not researched enough. If you have previous not-so-good experience with the outsourcing firm, I totally get it.

But, the majority of the call centers are known to provide weekly, monthly, quarterly, and annual reports to business’s managers. Some of the call centers even provide the facility to train their staff in your business premise (if required) to get them a better understanding of your offerings and render you the confidence.

In addition, you can always ask the call centers to provide the call recordings of your customers to see if the things are going as per your business requirements or not.

Fluency in dialect

The country such as India has the second highest English speaking population in the world. People in India have high technical expertise as well.

So, if you are a business owner targeting English speaking audience, Indian call centers can provide you with an unparalleled service level without any hassle. Big giants such as American Express, Ford Motors, and Microsoft have routed their customer & technical support to India because of the same reason.

Also, outsourcing offers you the capability to provide uninterrupted assistance to your customers.

Affordability

The cost to hire an entry-level technical expert is around $ 6000 annually in India. That’s it. The same person if you are going to hire in the US is going to cost you 3 times more.

In addition, to avoid any hidden cost or overload of additional expense, make sure to thoroughly go through the agreement.

Well trained experts

The call centers ensure to train their experts with the stringent process in order to provide an unparalleled customer service.

These experts in any situation (bad or worst) keep their calm to ensure that professionalism is maintained throughout.

The foremost priority of a call center is to focus majorly on the customers and offer them maximum satisfaction. This is why all the agents ensure to get a thorough understanding of your customers and your products/services.

Call center outsourcing is hence not a gamble but a full-proof business strategy.

 

Publish Date: July 12, 2018 8:34 AM

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