Debunking Top Five Myths about Call Centre Outsourcing

Still there are a host of companies spanning across different domains, which stay allied to the conventional approach and do not wish to embrace the outsourcing services. In actual, outsourcing plays the eminent role in this fast paced global economy, irrespective of the fact that it was a new concept a decade ago. People that have misconceptions about acquiring call centre outsourcing services, can remove all those skeptics by considering the interpretations.

In this article, we are about to debunk all the myths about outsourcing call centre services.

Myth1: Client’s don’t the full control over the process

Some business professional seems little bit hesitant of losing control over the process which they outsourced to a call centre company. Well, the truth is that if you hire an experienced call centre company, it enables you to get control over different aspects of the process such as training, staffing and customer handling. In fact, you have the full control over the business process as the outsourced agency send a detailed report of performance by agents via specialized software. In this way, business leader can add his/ her input to improve the process results.

Myth2: Call centre lower down the quality of customer support

It goes without saying that customer support plays a key role in marketing an esteemed dignity in the ever-evolving marketplace. With huge popularity of call centre services, still a number of firms believe that outsourcing companies would not be able to maintain a customer satisfaction level that can be achieved by the companies themselves. In fact, companies should rely on call centre services as they are known for delivery optimum level of customer support. Call centre outsourcing service provider have industry wide experience in handling customer from different business segments. Moreover, outsourcing firms employ well-trained agents, best-in-class tools and technology, and have regular quality audits to assure optimum level of customer support that will increase your brand credibility.    

Myth3: It becomes difficult to measure ROI

An increase in the ROI value indicates that you are going in the right direction of procuring huge growth of your company. Some companies believe that they cannot effectively calculate the ROI if they outsource a call centre firm for the specific business task. However, it is not true in reality. Calculating ROI become more difficult in the on-premise call centre setup. In contrast, you can easily analyse the return on investment value as you have information about every penny you have invested on the process. Hence, by acquiring services from a reputed call centre vendor can improve your business ROI.

Myth4: Language barrier

Companies haves some skeptics about the call centre agents, and one of them is language barrier. Some of the organisation believes that call centre agents will not possess necessary language skills that are basically required to communication with the end-consumers. Also, they feel that agents have very bad accents, which may give a wrong impression on the client base. In reality, call centre outsourcing service provider have talented workforce that go through intensive training. So, there comes no barrier in the communication flow and your business gain esteemed reputation in the market.  

Myth5: Outsourcing is not a viable option for SMEs

There are a number of small and medium sized companies available in the market that believes hiring outsourcing call centre is not a viable option for them. However, when we talk about the real scenario, the call centre outsourcing is a perfect solution for companies of all sizes. Outsourcing companies provide tailored solution to meet the unique requirement of different companies. In addition to that, the process is quite feasible as for every type of organisation.

Acquiring call centre outsourcing services is the most cost effective way to enhance your business outcome and overall growth.