Advantages and disadvantages of outsourcing the customer support

Clever companies do whatever to eliminate costs. Significant factor is budgeting in any company following that, the management decides upon the outcome. A lot of companies have customer support that are outsourced to different service provider. Some companies despite having budget prefer to have contact center outsourcing for the ease. However, few don’t believe in outsourcing and try to maneuver in the budget.

In outsourcing, the company has the time to focus on business development, product development, etc. The entire resource is used for business aspects. In either way, there are pros and cons.

Pros of contact center outsourcing

1.       Cost less – The essential reason for outsourcing company is that it cost very low. Naturally, the Europe and USA based companies charge too much for the call center. Therefore, the company has the advantage to outsource in any company from South Asia that are working on lower wages.

2.       Company saves time – As said above, your entire resource will be used for productive work rather than giving customer support to the client. Hiring, interviewing and training is also a lengthy process that take couple of months to prepare a single agent. That consumes resource and capital.

3.       Ease to expand internationally – If your contact center is outsourced, it will be easy for you to initiate your business from that particular country. It will help you to have a call center locally.

4.       Provide 24/7 customer support – It’s unbelievable for companies to hire overnights shift staff to manage the support system due to different time zones.

5.       Easily transfer overflow calls – In certain times there’s a high volume of calls that’s unmanageable for the company. However, the contact center outsourcing have the expertise to handle the overflow calls.

Cons of contact center outsourcing

1.       Communication barrier – If outsourcing call center is based in the country where the first language differs from the cliental then accent or lack of understanding may create impediments for customer dealing. 

2.       Lack of knowledge about product – The company has to giveaway its employees to train the outsource call center agents to start work.

3.       Hurdles in employee collaboration – It’s not necessary that call center outsource have the office in the same building. Normally, they’re abroad or at least not in the same building that creates problem build working relationship.

4.       Less emphasis on customer satisfaction – The call centers don’t have the similar dedication for the customer satisfaction and problems are sometimes remain unsolved. This turns in losing the customer loyalty and relationship.

5.       No control over hiring – The hiring prerogative is on the call center and you cannot intervene. In case, they’ve hired an employee that company doesn’t consider to fit for the job but you’ve to work in that situation. 

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Created on Jul 26th 2019 06:44. Viewed 369 times.

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