Call Center Outsourcing: Pros and Cons


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Unintended customer negligence and its solution

As business owners, it is always our tendency to lean towards the things that offer discrete and visible benefits. This is the reason even the most dependable service providers assume that their business is going good if new customers keep coming. Well, the marketing strategies of companies driven by sheer competition are not entirely wrong. After all, what can an enterprise do to survive in the business world? To cut the long story short, companies try countless tactics to establish themselves in an era where competition lays siege from all the sides. However, in a hurry to acquire market share, enterprises often neglect the customers who are the most important assets of any organization irrespective of their industry or business vertical.

Organizations fail to understand that all the aspects of customer service ranging from the contact center experience of a customer to service delivery are interrelated. Not only is a customer’s reaction an aftereffect of the treatment meted out to him from the day he becomes a customer, but also a component of your dedication and commitment towards him. In a nutshell, an organization cannot afford to neglect customer support at any cost. At the end of the day, the conversion of a new customer is much more difficult than the retention of existing ones. In this situation, call center outsourcing seems to be a perfect way out for organizations that need specialized services because of one or the other reason.

Your caring attitude takes you ahead!

No doubt, the only technique that has helped organizations win over the loyalty of customers since years is efficient customer care. Every human being wants to be looked after. Likewise, your customer is also not an exception. Moreover, he deserves the care because he has paid the price for availing the service. This automatically means that you need to put your best foot forward to meet the expectations of your customers. We cannot deny that a company needs to enhance the service experience of a customer if it is looking forward to retaining the customers on a long-term basis. No matter how happy a customer is with your service or product, he would not appreciate carelessness in any form.

Contact centers have evolved a lot since the time they started and still have a long way to go. Something that saw a humble beginning as a caretaker in the absence of an employee who attended the calls has now become a support without which most modern businesses cannot do. At present, a call center extends its wholehearted support to your customers at almost all the possible touch points. You need to fulfill the expectations of your customers who want you to address their grievances irrespective of the medium they choose. A customer of today’s age does not feel the need to make a call any longer. He rather prefers an immediate solution to his problem through live chat support.

You Can Benefit Via Outsourcing Through…

a) Incessant support: Established business enterprises that are catering to the requirements of thousands of customers across the globe need to provide continuous support to them. However, it is next to impossible for business owners to be available for their customers. This is because of a difference in time zones. The use of contact centers allows a business owner to offer round-the-clock service. A customer develops the trust in a service provider because someone is there for him in the time of need.

b) Cost: The most useful advantage of contact center services is the ability of the company to reduce its expenditure. Not only is an organization able to save on the operational and infrastructure costs, but also the expenditure associated with the training of resources. An outsourcing partner would offer you specialized services at an economical price. This indirectly has a positive effect on your cash flow.

c) Enhanced monitoring abilities: Contracting out client support to an outsourcing company facilitates the monitoring of activities going in an organization. Thus, a close watch can be kept on the performance of the organization. In addition, the company can focus all its attention on core business activities.

Still You Need To Be Careful As…

• Security: A business owner needs to be careful at every step of outsourcing. Despite the fact that renowned outsourcing companies employ robust data security tools, one cannot risk the security of something like information.

• Communication gap: Often, cultural and language barriers obstruct the communication procedure between an agent and a customer. This affects the turnover rate. Consequently, an organization needs to be particular while laying down the terms of service with its outsourcing partner.

Contact centers play a prominent role in enabling the growth of an organization. Although there may a few loopholes in the outsourcing process, it offers immense benefits. This is the reason a company should concentrate on the positive side and move ahead.

Alicia Gray
Alicia Gray is an BPO and outsourcing industry analyst, and writes about technology. Currently working with one of the business process outsourcing (BPO) services provider. My role has been instrumental in assisting businesses to choose the right BPO Services.