Outsourcing’s Effect on Customers - Taking You Forward, Inc. - ContactCenterWorld.com Blog
What happens to your customers when you outsource your SME services to an offshore BPO company? As a small to medium enterprise, you need to keep as many of your customers as you can and you would of course be concerned on the effect of this business move on them. The effect on your customers and on their experience may actually range from positive to negative and even hilarious.
- Expertise – You get a team of representatives and/ or a management team who already has experience with this line of work. They also undergo a comprehensive training program so they can deliver excellent customer service solutions for your customer’s needs.
- Team of customer service specialists – Your support team is dedicated purely to caring for your customers. Their focus is on fulfilling and improving your customers’ satisfaction.
- Availability – Your customers can call in 24/7 and be assured of reaching someone who will talk to them anytime. You have enough manpower to handle all calls which means lesser hold time while waiting for a live representative.
- Language barrier – Customers are often doubtful of an offshore representative’s ability to comprehend what they’re saying and are even more apprehensive of their own ability to understand the representative.
- Cultural gap
If you’ve ever seen the first Transformers movie, there’s a scene where Captain Lennox (Josh Duhamel) and his team are fighting a Decepticon in the desert and he hurriedly calls the Pentagon in the middle of all the chaos, but is routed to a call center first. The representative responds to him in a flat voice, seemingly uncaring of the screams and gunfire he hears in the background and even offers him a premium package.
Here you have an example, though extreme, of a customer and representative with no language problems but are still unable to connect. Stories abound of the outrageous things representatives say or do, and sometimes, the representatives are not even aware of their faux pas.
Ultimately, for your outsourcing effort to succeed, your primary goal should be optimizing your customer’s experience. Cutting costs should be secondary to customer satisfaction. And to ensure customer satisfaction, you also need to deal with the potential negative effects of outsourcing to an offshore call center right from the onset.
You can minimize the language barrier and cultural gap issue when you outsource to a country whose people are not only English proficient but also familiar with Western culture, such as a call center in the Philippines. It also helps that one of the traits Filipinos are known for is hospitality which in business translates to exceptional customer service.
So remember, choose the right call center and you’ll have your customers laughing with delight, not reacting with frustration.
Publish Date: November 10, 2015 5:00 AM
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