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What you should know before you outsource your call center

What you should know before you outsource your call center

[fa icon="calendar"] Jul 11, 2013 11:53:03 AM / by Briana Songer

Briana Songer

Many businesses have had great success when they outsourced their call centers. However, outsourcing a Call Center is a controversial issue and comes with its own set of pros and cons.

Many businesses have had great success when they outsourced their call centers. However, outsourcing a Call Center is a controversial issue and comes with its own set of pros and cons.

The Good

Work: Moving a call center abroad means work for those surrounding the call center location. Plus, your presence within the area will help you build a platform to be able to spread globally. This is especially good for small businesses wanting to make a global footprint.

Costs: Call Centers cut costs by choosing to outsource. For example, instead of having to pay someone 15$ an hour in the U.S., they can reduce costs by paying an employee in India an average of 5$ an hour. Also, depending on the country, there may be reduced fees when it comes to internet, cell and other services.

Services: Because of time differences, a company can guarantee a 24 hour operation, increasing productivity and efficiency. Your customers will always have someone available to talk to. Plus, you can let management and training personnel take care of agent training, letting you focus more on core business functions of the business, like sales and marketing.

The Bad

Loss of Work: Moving a call center overseas means leaving others without a job somewhere else. Sudden announcements of call center movement consequently mean layoffs and disgruntled ex-employees needing to find the means to support their family.

Hidden Fees: Choosing the right company is important as many times there are associated hidden fees. Especially if the terms and conditions aren’t clearly defined beforehand regarding country regulations and requirements.

Decreased Service: There’s always a risk that outsourcing can negatively affect customer service. Many customers have complained that they have more difficulties resolving inquiries when they’re routed to call centers outside their country. This may be from the customer having difficulty understanding the accent, or the company itself isn’t familiar with culture differences and has difficulty communicating. And many times, the outsourcing provider may work with other call center customers, causing a lack of 100% attention to your company.

Control: It’s always a risk to lose sensitive data and confidentiality as data transferring is never 100% secure. Also, when the business is overseas, it means you might not be able to control and communicate with operations and staff as easily as before.

Businesses that are unsure about whether to move overseas have found that work-at-home agents have been regarded as an alternative, cheaper model for customer service. However, no matter what a company chooses to do with their business, call center outsourcing will continue to be used and debated as a right or wrong choice.

The Good

Work: Moving a call center abroad means work for those surrounding the call center location. Plus, your presence within the area will help you build a platform to be able to spread globally. This is especially good for small businesses wanting to make a global footprint.

Costs: Call Centers cut costs by choosing to outsource. For example, instead of having to pay someone 15$ an hour in the U.S., they can reduce costs by paying an employee in India an average of 5$ an hour. Also, depending on the country, there may be reduced fees when it comes to internet, cell and other services.

Services: Because of time differences, a company can guarantee a 24 hour operation, increasing productivity and efficiency. Your customers will always have someone available to talk to. Plus, you can let management and training personnel take care of agent training, letting you focus more on core business functions of the business, like sales and marketing.

The Bad

Loss of Work: Moving a call center overseas means leaving others without a job somewhere else. Sudden announcements of call center movement consequently mean layoffs and disgruntled ex-employees needing to find the means to support their family.

Hidden Fees: Choosing the right company is important as many times there are associated hidden fees. Especially if the terms and conditions aren’t clearly defined beforehand regarding country regulations and requirements.

Decreased Service: There’s always a risk that outsourcing can negatively affect customer service. Many customers have complained that they have more difficulties resolving inquiries when they’re routed to call centers outside their country. This may be from the customer having difficulty understanding the accent, or the company itself isn’t familiar with culture differences and has difficulty communicating. And many times, the outsourcing provider may work with other call center customers, causing a lack of 100% attention to your company.

Control: It’s always a risk to lose sensitive data and confidentiality as data transferring is never 100% secure. Also, when the business is overseas, it means you might not be able to control and communicate with operations and staff as easily as before.

Businesses that are unsure about whether to move overseas have found that work-at-home agents have been regarded as an alternative, cheaper model for customer service. However, no matter what a company chooses to do with their business, call center outsourcing will continue to be used and debated as a right or wrong choice.

Topics: Contact Center, Outsourcing, call centers, tips

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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