Assumptions are part of the human nature and play a huge role in shaping our perception of the world. Even businesses do not remain untouched by presumptions, and call centers are no different. While some beliefs are perfectly justifiable and have data to support, there are others that are formed through rumors and misinformation. There are many call center support outsourcing myths that are floating on the Internet, and may stop you from reaping the most benefits from an outsourcing venture.
Common Myths Busted
A call center outsourcing can fudge its statistics and fool you
While it is entirely possible to fudge stats like any other business, it is a problem that can be easily avoided. First of all, if you choose a vendor that has a good track record and reputation to save, then you will most likely get accurate reporting. But, just to be on the safer side, you should pay some attention to the Service Level Agreement (SLA). An SLA should be jotted down with great care. Always mention the level of quality you expect. For example, you can prescribe the average time in queue, after call work time and call abandon rate, and then periodically monitor it. If you are still doubtful about the sanctity of the details furnished, have a liaison manager placed at the vendor premises.
You will get shortchanged for call center resources
Call center resources – human and software – are vitally important for the rightful operation of a call center. When you partner with established call center support outsourcing companies, you get the best software i.e. CRM, IVR, networking software, ACD etc. as part of the subscription. As call center vendors utilize the same subscription of software for multiple vendors, they are able to spend heavily on the best software. In most cases, you will get better software when you outsource than what you will buy yourself for an in-house operation.
It is impossible to match the quality of in-house work with outsourcing
Through experience many outsourcers of IT services learn that they won’t be able to get the same quality of work done via outsourcing. Although there are certain work profiles where quality is definitely diminished, call center operations are not one of them. The experience of an outsourcing vendor can be a blessing for a company that does not have a history of in-house call center projects.
Offshore outsourcing does not understand your culture
This might have been true in the earlier stages when call center outsourcing was a rare phenomenon, but it is not the case anymore. Nowadays, there is a greater understanding of foreign cultures, all thanks to exposure via media content, IT platforms and social media. Moreover, competent vendors like call center outsourcing India enterprises integrate cultural trainings as part of their Voice & Accent programs. Vcare is one such company that leaves no stones unturned when it comes to familiarizing agent with foreign culture. It has an established base with several call center outsourcing companies located in United States of America and India. Due to its outreach in the Indian subcontinent, it can offer you its services at a competitive price while keeping the quality as a constant.Vcare is a versatile call center outsourcing company with decades of experience. It never compromises on quality and always maintains high standards throughout the tenure of association with its clients.